New steps aren't added to the app after syncing

[cdel]

I had my versa for 13 months and the band broke, the heart rate sensor stopped working and the battery life has depleted. Since I was out of warranty, I was told I would have to buy a new device. 

Monday - I purchase a new charge 3, set it up on my iphone app and all is good. When the setup is complete, I have 8,403 steps on the watch and the app. I walk around for an hour have 9,000 steps on the device. Go to sync with the app. It deletes the 697 steps and reverts the watch back to 8,403 steps. After being on the phone with fitbit for an hour and 1/2 and escalating to a supervisor. I am simply told to wait 48 hours to hear back and to use my old versa. 

Thursday - I have not heard back from Fitbit support and have tried a few more times with the charge 3, same issue. So I return the Charge 3. Purchase a new Versa. Set that up, sync it at 6,418 steps. Walk around gain 6,446 steps then go to sync. The new Versa is reverted back to 6,418 steps. So I delete the app on my iphone and reinstall. Still the same issue. Get on fitbit chat site. Go through the whole story again and basically told to be patient and provided with a second case number. I emailed the supervisor I spoke to who was suppose to get back to me after 48 hours no response. 

My old mostly broke Versa works and syncs fine. It's so frustrating and more so that fitbit has no solution and not reached back out. Being a customer for 7 years, I would hope for more from them as they use to put so much care into serving their customers. Additionally, I am in a stepbet and worry that I will be in danger of losing if my current versa stops working. 

Moderator edit: updated subject for clarity

[LizzyFitbit]

Hi @cdel, welcome to the Community Forums.

Thanks for bringing this to my attention, as well for the pictures provided. I'm sorry that you've gone through this experience; I appreciate your efforts in troubleshooting this situation, as well in working with our support team. This is an unusual situation, and so I can further investigate, please provide me with the following information:

1. Phone's model and iOS version.

2. Besides uninstalling/reinstalling the Fitbit app, what other troubleshooting steps that you've tried.

3. Did you make sure to turn off the Bluetooth from any other device nearby?

4. Does this also happen when manually syncing?

5. Do the steps revert after every sync or just when reaching a certain amount?

I'll look forward to your reply.

[cdel]

Thanks @LizzyFitbit for replying and attempting to understand the issue better. I actually took off and shut down my old versa last night and installed the new versa first thing in the morning and that seem to fix it. 

Had the support line just said to do that, this wouldn’t have become so frustrating. In fact they emailed me and simply said I need to pick a device and stop switching which was not at all happening. The customer service experience has left me incredibly less loyal going forward. 

[LizzyFitbit]

Hi @cdel, I'm glad to hear from you.

Thanks for getting back, an I'm glad to hear that your Versa started to work correctly after the setup process. I see where are you coming from, and I'm sorry for the experience that you've had with our support team. I also want to thank you for letting me know what steps were tried. That's very helpful.

Happy stepping and see you around!