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Healthmate Programs won't load

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  • Avatar
    71lisa

    Wow! I have to say I'm really disappointed by how long this has apparently been an issue. I received my scales today, find the better body program isn't working so come here for help only to find you've known about this for months and done nothing about it.
    Seriously considering returning the scales for a refund if this is the level of customer care...

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    marco

    Already had a scale and now bought a HR Sport watch.

    I'm a bit disappointed in the support level reading the forum.

    Also I think the Android app is missing a lot if I compare it to Samsung Health which I used for my Gear Fit 2.

     

    Hopefully this is fixed soon!

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    marknicholls1962

    What features do you think are missing?

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    marknicholls1962

    The better body program is not available on all scales. I've got Nokia body scales and it doesn't work with them.

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    petri_visuri

    I have similar issue i.e. can not join Sleep Smarter program and have been waiting solution since November 2018...Nice customer service (not!), my issue ticket is also closed it seems (Your support request is already closed). 

    My sincerest apologies for our Sleep Smarter program is still being worked on by our development team. Rest assured that this will be fixed. As soon as this has been resolved, you will get notified by the Health Mate app to ensure that you will get the latest version for this in fixing the issue.

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    jacopo.bertini1

    Why are you not communicating? Please provide an update on the status of the fix. Let us know when to expect the problem to be solved and what should we expect in the coming days. I am very disappointed with the poor quality of your costumer service.

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    gilbert.michael

    OK this is a little silly, none of the programs are working I have the scale, the BP and the sleep.  The free Sleep & Better Body will not load and the Hy-Point BP study that they charge an up tic of $4.99 gives you zero results.  I have opened case after case, just to be told we are aware of the issue and are working on it!  This has been going on for over a month, it makes me believe they are just stringing us along until they can dump their problem on the next company that buys them.  Withing's reputation is in the crapper and we all should write Apple, maybe if they get enough complaints they can force Withing's to do something! 

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    msdonnawilson

    So today I contacted Amazon and told them the scales I purchased in November 2018 were not fit for purpose and did not live up to claims. I stated I wanted a refund on said item as I was mis sold.

    Scales whinging it's way back to Amazon as I type and refund being processed.

    Withings you can take the scales and shove it.... I'm taking my hard earned cash and custom elsewhere.

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    stmbarnes

    This is a fantastic idea if you bought your scale from anyone other than Withings / Nokia.  I may submit a request myself to return the scale I purchased from Withings given they seem unable or unwilling to resolve this.

    Update: Just submitted a request for a return.  As the functionality promised when I purchased the scale has not been available, I don't believe they should force me to keep something that is not working as sold.

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    gilbert.michael

    Update I have opened a case with Apple for in-app purchase fraud.  My BP & Sleep are still return eligible on Amazon so there going back.  I guess they do not even read these post or the last comment would not be a month old!

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    no7hingpersonal

    Wow. Bought my scale yesterday and I like it but was having problems with rhe Better Body program. Came here to check it out and now I am super disappointed. Seems this problem has been going on for MONTHS and there hasn't been much communication from the company. Very disappointed since I like the scale, but not worth it when customer service is subpar. Ill see if theres any updates in the next few days.

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    gilbert.michael

    Yah no7hingpersonal, I literally return both BP & Sleep to . Amazon yesterday because it had been months since the company has said anything and if you call all you will get is "our developers are aware of the issue and are working to resolve the problem" I would return the scale but I bought it 2 months ago.  None of Withing's stuff is that good without the app & health programs.  You should go to Amazon and buy a knock off, it will be half the price, I bought one and set it next to Body+ and it is right on!

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    msdonnawilson

    Check out the scales by Renpho on Amazon. Less than half the price of this dud that Withings is flogging, it actually works and the interface of the app is lovely.

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    no7hingpersonal

    Yeah, I am sooo disappointed. Thanks for the feedback.

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    haralds

    Finally there is some comment from latest tweet by Withings regarding this:
    https://twitter.com/askwithings/status/1105529860800303104?s=21

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    my_mailbocks

    Hi,
    Well, the tweet is very generic and doesn't say anything about a timeline for when it will be fixed. For all we know it could be another four month before the issue will be fixed.

    To mark this forum post as answered is a slap in the face to customers.

    I bought all my products (body scale, BPM, regular steel HR) except for the steel HR sport under the Nokia branding. Since the company was bought back from Withings everything is going downhill.

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    ddunne2012

    It has been 2-1/2 months now and the Better Body program still isn’t working!! This is BS!! What good is it if you can’t use the program!! The issues should’ve been fixed by now!! Thinking of getting rid of my scale and buying one that won’t have issues that take forever to be fixed!! Very disappointed that the issue hasn’t been fixed or an update given that isn’t from 2 months ago!!

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    john.p.fx

    I've had one of Withings' scales for years and have been on the fence about getting a Sleep since the Aura was first announced.  I finally decided to take advantage of the Better Body and Sleep Smarter Programs and picked up a Sleep.  To my shock they didn't work.  It must just be a glitch I thought.  I'll try next week.

    For the next couple weeks I got the same results.  From both programs.  I come on here and find out that what was once a great company has turned into a dumpster fire.  I won't be returning either as both do function well enough outside of the programs but I won't be buying anything else from the Withings ecosphere I had been planning on.

    Having software problems is one thing, everyone has software issues at some point.  But knowing a product hasn't been functional for months, won't be for many more months, and continuing to not only leave it enabled but to actively push it in your advertisements is borderline fraudulent.

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    mv.martinvasek

    Any updates for this issue? Sleep smarter still no go. Only loading and nothing happens on my Android. Please fix this. 

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    marknicholls1962

    Agreed Martin Vasek. Its embarassing for Withings to be actively promoting sleep month when the sleep smarter program doesnt work! One of the main reasons I was soooo looking forward to my steel hr sport (which is absolutely amazing!) Was so I would have enhanced sleep data. Yes, the sleep data IS recorded perfectly and is very accurate but being able to use that enhanced data to improve my sleep pattern is a no-go whilst sleep smarter aint working! My partner really struggles with sleep and I WAS gonna buy her one of the Withings sleep devices (Aura and/or sleep mat) but its pointless if the devices cant be used to their full potential.

    withings should remove the sleep smarter program from the app until such a time arrives that they have fixed the damned thing!

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    miaang9902

    Withings, unless you respond pdq then your scales are going back to the shop as this is not giving me any confidence that you are going to provide decent support in the future let alone now.  

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    ddunne2012

    It has now been 3 months since first experiencing difficulty with loading the program that obviously many others are also experiencing. You would think by now, there would be someone competent enough to fix this issue, not just with the better body program but also the other programs that aren’t working properly! No communication other than one time on Twitter, telling a customer you’re working on it. Apparently, no one is working on it. I’m ready to go elsewhere that has a scale and programs that actually work.... wow, what a concept. Nothing but disappointment on bs programs.

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    no7hingpersonal

    It seems like false advertising and I've seen multiple class actions lawsuits against companies that did that.

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    ceciliasmith

    Same for me here's the error I get:

    Betterbody error : Response with status: 412 0K for URL: https://dhs-platform- prod.wellnessprogram.withings.com/vl/user/pro gram/MyBodyPlan/action/nextChapter? templateArgs=%7B%22userProfile%22:%7B%22

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    riapreston

    So here we are several months in and I’m trying to use the Better Body program but getting: Uh oh there was a problem. Response with status: 0 for URL: null
    Not impressed

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    stallclasson

    A couple of days ago something changed, but it still doesn't work. The better body program now kind of starts up, and an animation of a typing lady shows up as well as the text: One moment please. We're processing your data to deliver the best possible experience. This may take a few minutes.

    A progress bar is shown and than it nearly completes, but never comes to the end, and there I'm stuck. Hahaha, it's actually a bit funny, Withings' humor ;)

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    no7hingpersonal

    Stallclasson, I've been getting that for a month or 2 or whenever I purcjased the scale. Stupidity thinking maybe itll be fixed soon. Its false advertising and they should be sued..just off the fact that it seems they are doing NOTHING about it.

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    miaang9902

    I am having a discussion with Withings support directly about this and have asked twice if not more for them to update this forum.  What's the point in a forum if they ignore it?  

    Anyway, the response I have had is that the developers are working on a new program for this.  No idea what that means, but I have suggested that they remove the Better Body program until they have a working version.  And let us have a timeline for when the new program is actually available.  I won't hold my breath though.

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    johnschult

    Three months...  one single vague official comment...  and, wait for it...

    Zero Actual fixes!

    How is it possible that you stay in business with this kind of technical support? I suppose you figure selling devices is all that is important? Maybe you should have concentrated on fewer corporate mergers/unmerges and more customer satisfaction!

    You guys suck. Your ability to communicate effectively is abysmal. I blame Nokia and your CEO for caring more about his pocket than mine.

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    abbyosullivan21

    Is there an update in this? I’ve been waiting to join the sleep program for over 2 months now and it still isn’t working

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