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Unable to setup Versa and Charge 3 together

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‎09-18-2019 10:39 - last edited on ‎09-19-2019 13:51 by Fitbit Moderator

‎09-18-2019 10:39 - last edited on ‎09-19-2019 13:51 by Fitbit Moderator

If you have a Versa or one of the other Smart FitBits, hold off on purchasing the new Charge 3.

 

I upgraded from the Charge 2 and now I can't have both Fitbits on the same account for phone app. Below is what Fitbit Support had to say concerning the issue. I'm extremely disappointed. 

 

FITBIT REP:Hi CUSTOMER, My name is FITBIT REP. How can I help you?
FITBIT REP:I haven't heard from you. Are you still there? If we don’t hear from you, this chat will close after 1 minute.
Me:Hello
Me:I'm here
FITBIT REP:How can I help you today?
Me:I've had a Charge 2 and a Versa for sometime now. Upgraded to a Charge 3 and now I can't have both attached to the same iPhone
Me:It wants to replace, not add.
FITBIT REP:I see. Thanks for sharing this, CUSTOMER.
FITBIT REP:So I can assist you further, please verify the email address associated with the Fitbit account.
Me:xxx@xxx.com
FITBIT REP:Thanks, CUSTOMER.
FITBIT REP:Allow me a few minutes to check the account.
Me:ok
FITBIT REP:Thanks.
FITBIT REP:Still here, checking.
Me:ok
FITBIT REP:Thanks for waiting, CUSTOMER.
FITBIT REP:Upon reviewing, I have confirmed on our end that it is expected that we won't be able to set up the Charge 3 if there's a smartwatch associated with account and vice versa.
FITBIT REP:As of the moment, the most that we can suggest is that you set up the Charge 3 or Versa using a different email address.
Me:That makes no sense! Does the mobile app. allow for 2 accounts?
Me:I use the Versa for work and the Charge 3 for exercise!!
FITBIT REP:I understand, CUSTOMER. I'm afraid the Fitbit app is not able yet to allow 2 accounts.
FITBIT REP:I'll be sure to take note of this and pass this along to the team so that we can work on this matter.
Me:So why did the Versa and the Charge 2 work and the Charge 3 doesn't
FITBIT REP:As for that, the Charge 3 already has upgraded features as compared to the Charge 2.
FITBIT REP:CUSTOMER?
Me:I can't imagine all of the Fitbit users, that no one has brought this up yet!!
FITBIT REP:I totally understand, CUSTOMER and I apologize if this has been the case.
FITBIT REP:I'll be sure to take note of your feedback and pass this along to the team so that we can work on this matter and improve our products and services.
Me:I'd love to know who made this decision... So how do I turn in this issue and escalate it?
FITBIT REP:I already took note of your concern here, CUSTOMER and I'll be passing this along to the team after our chat.
Me:OK, so how will I know when the issue has been resolved?
Me:Or do I bring the Charge 3 back to BestBuy?
FITBIT REP:We usually post updates on our community page with regard to this matter. It would be up to you if you wish to return the Charge 3 back to Best Buy while we're working on this matter.
Me:Fitbit does understand that the whole point of Fitness is feedback? And if you have to go 2 different places OR only get feedback from one of their devices, it's kinda pointless....
Me:I know it's not your fault or issue!! And I appreciate your time.
Me:But if I had done something like this while at IBM, they would have fired me....
Me:To limit the Fitbit sales to one device per person seems like sabotage....
FITBIT REP:I get what you mean, CUSTOMER.
FITBIT REP:I know this is not the resolution you're looking for today. I'll be sure to take note of this as well in our case and let the team know about this aside from your initial concern.
Me:Thanks!! Have a great day!!
FITBIT REP:You're welcome. Bye for now and have a great day. To end this chat please go ahead and click "end chat".

 

Moderator edit: updated subject for clarity

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‎09-19-2019 14:05

‎09-19-2019 14:05

Hi @osmith63. It's nice to see a new face in the Community Forums!

 

Thanks for your question, as well for sharing your interaction with our team. Because the operation systems from both, the Versa and Charge 3, are very similar and at this time, having both devices on the same account cause difficulties. For this reason the Fitbit app will allow you to have one of those devices at a time.

 

I totally see your point of view and I appreciate you for taking the time to share your thoughts about this. In the meantime, please check this request which has been updated as "Under Consideration", and show your support by adding your vote. The more votes an idea receives, the better chance it has of getting the attention of the developers.

 

If you need anything else, let me know.

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