choose language

Deutsch Français 日本語 简体中文

Withings Body Cardio will not charge

9

Comments

36 comments

Please sign in to leave a comment.

  • Avatar
    shadonan

    Hi alancarter07

    I have no answer to give you except contact the support? The problem seems very specific to you. Here is the form to contact them:

    https://support.withings.com/hc/en-us/requests/new

    Hope it helps!

    Best regards

    0
    Comment actions Permalink
  • Avatar
    olliedog5

    I am having the same problem 

    1
    Comment actions Permalink
  • Avatar
    henos

    Same problem here.

    Please help!

    1
    Comment actions Permalink
  • Avatar
    sylvainlecarpentier

    Same problem for me

    1
    Comment actions Permalink
  • Avatar
    estoop

    I have same exact problem.  

    1
    Comment actions Permalink
  • Avatar
    mikeroyle

    Have the exact same problem too!

    1
    Comment actions Permalink
  • Avatar
    joelpigeon

    Same problem

    1
    Comment actions Permalink
  • Avatar
    mastiha

    Same problem here too

    1
    Comment actions Permalink
  • Avatar
    alancarter07

    Hey all - Since with Withings is no help.... I was able to charge mine by using a mini-usb plugged into a wall with an adapter. For some reason when the usb cable was plugged into my computer it wouldn't charge, but the wall adapter did work.

    0
    Comment actions Permalink
  • Avatar
    mastiha

    I tried this with three different chargers with no luck

    2
    Comment actions Permalink
  • Avatar
    alberto

    I have the same problem as well.

    I just contacted support a few days ago, but so far the only solution they have offered me seems to be a 25% discount on a new scale.... with free shipping! On a 150 EUR scale!!!!!!

    I really hope I misunderstood their e-mail, otherwise their notion of customer support should end up as the topic of an article on Gizmodo!!!

    2
    Comment actions Permalink
  • Avatar
    mastiha

    I got a response from support today also. Same offer - 25% off a new purchase with free shipping.

     

    No way am I buying another Withings product if this is their support model.

    2
    Comment actions Permalink
  • Avatar
    alberto

    Two days ago I replaced the battery of my scale, and now it works perfectly again!

    It is quite simple to do (Google 'ifixit withings body cardio' for instructions on how to open it), and as long as you have access to a soldering iron, the replacement is a snap.

    Make sure to disconnect, factory reset, and reconnect your scale to the app afterwards, and you should be good to go.

    The battery, if you want to order it ahead of time, is 2100mAh 7.98Wh 3.8V, and appears to be a regular telephone battery.  The wires are soldered directly on the contact pads of the battery, which measures 63mm x 50mm x 5mm.

    Personally, I chose a longer and flatter cell with protruding wires, and had to cut away some of the plastic casing in order to make it fit.  This is simple to do with an exacto knife, but you will most likely scratch the back of the glass, and this will show on the top of the scale unless you put some black electrician's tape on the scratches, which will make them disappear!

    The issue behind this problem is most likely that we did not charge the scale in a long time, and that the scale's circuitry over-drained the LiPo battery to the point where it will no longer take a charge.  Why Withings did not put protection circuitry in place to avoid this issue on such an expensive product baffles me, but there it is...

    Good luck!

    1
    Comment actions Permalink
  • Avatar
    gaijincruza

    Same problem. Since day one multiple problems with this scale with this being the latest one. And support saying that this is just a specific problem to the poster is a flat out lie.

    2
    Comment actions Permalink
  • Avatar
    jsilverman1

    Same problem. Despite all the posts above, support will not acknowledge that there is a defect nor will they stand behind the product. Instead, they pointed to the one-year warranty and suggested that I purchase another product. That they won't stand behind. Because that makes total sense. Here's the full thread. Start at the bottom, if you're interested... 

    Your Withings support request has been updated.
    jsilverman1
    May 14, 16:28 CEST
    Hi Ziana. The idea that a $150 scale, used properly and in excellent condition, dies after two years due to a defect that many people reported is just unacceptable. The scale will go in the garbage, and you’ve lost a customer. I will never purchase a Withings product again, and I will do my best to ensure that others are aware of what they can expect from you. Full text of this entire thread will be posted to review sites everywhere.

    • Jeff

    Ziana (Withings)
    May 14, 15:59 CEST
    Hello Jeff,
    Please accept my apologies for the inconvenience this may have caused you. My name is Ziana and I will be handling your request going forward.
    I fully understand your frustration regarding this matter. However, since your scale is already out of the one-year warranty period, the best offer that we can provide is a coupon code with a 50% discount plus free shipping.
    Once again, I sincerely apologize for the inconvenience.
    Please let me know if I can help you with anything else.
    Thank you and have a nice day!
    Best regards,
    Ziana
    Customer Service | Withings

    jsilverman1
    May 12, 16:44 CEST
    Can I please have an update?

    • Jeff

    jsilverman1
    May 10, 00:51 CEST
    Hello Mark. If this was a cheap device, or misused, or damaged, or I was the only one reporting this specific issue, I could understand enforcing the warranty. None of those things are true. In fact this is a premium device at a premium price, and I think everyone who purchases it has a reasonable expectation that it will last longer than two years. It was not misused, and is in excellent condition, and many people are reporting this exact same issue.

    That said, an appropriate response would be to acknowledge that there is a defect, apologize for any inconvenience the defect caused, offer to repair my unit, or send a replacement unit, either new or refurbished. I’m not trying to put one over on you. I’m asking you to make this right, and that’s what good companies do. If you want to sell more products, stand behind your products when circumstances warrant it. Instead, you are telling me that your company will NOT stand behind your product, and are suggesting that I buy ANOTHER product! I seriously hope you understand how ridiculous that is.

    I am not happy, and it appears that you are unable to resolve my issue. Please let me know who I can connect with above you.

    Thanks,

    • Jeff

    Mark (Withings)
    May 9, 23:47 CEST
    Hello Jeff,
    Thank you for getting back to me. I'd be glad to assist you.
    I would like to apologize for any inconvenience, however, the warranty only runs for a year. Instead of 25%, I can make the offer better by making it 50% off a replacement. Let me know if you are interested in this and I can get it set up for you.
    I will be looking forward to your response.
    Thank you and have a great day!
    Best regards,
    Mark
    Customer Service | Withings

    jsilverman1
    May 9, 04:01 CEST
    Hi Mark. I’m very disappointed by your reply. When we spoke, you literally guaranteed me that you would take care of this issue. Check the recording. Instead, after purchasing what was by far the most expensive scale I’ve ever owned, and it died after only two years, and many people reported the exact same issue, you won’t acknowledge a defect and suggest that I purchase another scale from you??? You must be kidding. Why in the world would I do that, when you won’t stand behind your product?

    I can see enforcing a one year warranty for something cheap, but a $150 scale is a significant investment. Failure after only two years when the product was treated well, used as directed, and is in like new condition other than the charging issue is absolutely unacceptable.

    I am very, very unhappy. This is terrible customer service. Is there a supervisor you can escalate to?

    - Jeff

    On May 8, 2019, at 8:38 PM, Mark (Withings Customer Service) <contact-sup@withings.com> wrote:

    Mark (Withings)
    May 9, 02:38 CEST
    Hello Jeff,
    Thank you for getting back to me and for providing the information I requested.
    As your product has a hardware issue, it must be exchanged. Based on the information provided, the warranty of your scale is already passed and I can no longer replace it under warranty. Although this is not covered under warranty, we can offer you a 25% discount, as well as free shipping, on a replacement. If you are interested in this, I can issue you the 25% off coupon. Let me know if you are interested in this and I can get it set up for you.
    I will be looking forward to your response.
    Thank you and have a great day!
    Best regards,
    Mark
    Customer Service | Withings

    jsilverman1
    May 8, 23:20 CEST
    Hi Mark. I am in the United States. I purchased the scale from Bed Bath & Beyond in 2017. I do not have the receipt. My address is as follows:

    [REDACTED]

    Please let me know how I can get the scale working again.

    Thanks,

    • Jeff

    Mark (Withings)
    May 7, 23:35 CEST
    Hello Jeff,
    Thank you for trying the troubleshooting steps provided. I'm always happy to help.
    Could you please provide me with the following information so that we can check what options we have available?
    • Your current country
    • Your proof of purchase or order number
    • Your full address
    I apologize again for the issue you experienced and await your response.
    Thank you and have a great day!
    Best regards,
    Mark
    Customer Service | Withings

    jsilverman1
    May 7, 14:40 CEST
    Hi Mark. Unfortunately the scale is still at 0% after being connected to the charger since we spoke yesterday. Same issue as described by many others in this article:

    https://support.withings.com/hc/en-us/community/posts/360025274313-Withings-Body-Cardio-will-not-charge

    Please advise as to how this can be resolved.

    Thanks,

    • Jeff

    Mark (Withings)
    May 6, 21:06 CEST
    Hello Jeff,
    Thank you for contacting Withings. I am happy to have been able to help you with your support request.
    Today, you called about your Body Cardio not holding a charge, you've confirmed that when the scale is plugged in it will show 100% but then will go to 0% after it's unplugged and has no reaction when a weigh-in is attempted.
    I'm sorry to hear of the trouble that you are experiencing with your scale. I asked you earlier to perform a Hard Reset by pressing and holding the button on the side of the scale for a full 20 seconds, after doing this, please charge the scale for a full 5 hours and let me know if the issue persists.
    I will be looking forward to your response.
    Please feel free to contact us by phone or email should you require further assistance. I'm here to help you out!
    Thank you and have a great day!
    Best regards,
    Mark
    Customer Service | Withings

    jsilverman1
    May 6, 21:00 CEST
    Hi Mark. This is the exact issue I’m seeing. With this many people experiencing the issue, there must be a defect.

    https://support.withings.com/hc/en-us/community/posts/360025274313-Withings-Body-Cardio-will-not-charge

    • Jeff

    Mark (Withings)
    May 6, 20:58 CEST
    Hello,
    Thank you for calling Withings Customer Support. Should our call get disconnected I will call you back at the number you provided. Withings Customer Support can be reached at 1-800-961-5127 (US) or 0 800 044 3844 (UK).
    For reference, your ticket number is 1172700.
    Best regards,
    Mark
    Customer Service | Withings

    1
    Comment actions Permalink
  • Avatar
    mastiha

    I ended up fixing it myself with the details that alberto posted. Bought a 2100mAh Samsung battery on eBay (Samsung Galaxy S3 battery) for $8 and pulled the scale apart and soldered the new one in. Took about 15 minutes and working all good now.

    0
    Comment actions Permalink
  • Avatar
    gaijincruza

    Same here literally got the same response though with a 25% discount which they won’t even honor because I live in Japan. Though they have a web store here selling through amazon. The fact that they even give different discounts to people shows how bad their customer support is. Little do they know.

    I work for the national customer protection agency here in Tokyo and already have put things in motion to make sure they get audited for their actions. They could get a permanent ban to sell directly here if they have no way to service their products locally.

    Anyway never ever again purchasing a product from them.

    I want a replacement and they won’t even honor that.

    Shame on Nokia

    2
    Comment actions Permalink
  • Avatar
    tuan_a_le

    Same problem as everyone.  Incredulous that they claim it is "unique problem".

    1.  Battery no longer charging

    2.  Restatement of of one year warranty for a $150+ scale

    3.  Offer 25% discount to buy another one (with same warranty)

     

    Nokia/Withing should simply admit the problem and offer a solution like a prescription to replace the battery or even offer to sell the required battery at a reasonable price.

    Disappointed.  I bought two. One the battery failed.  The other, the reset failed.  Sadly, I bought one for my inlaws. 

    Shame on Nokia/Withings

    1
    Comment actions Permalink
  • Avatar
    jybress

    Same problem for me. Screen just went black without any warning and the scale does not want to re-charge despite many attemps with different charges and usb cable.

    Is there a customer support in Norway? Who to contact?

    1
    Comment actions Permalink
  • Avatar
    dr_tim

    Same problem. Battery not holding charge. Awaiting response from support.

    1
    Comment actions Permalink
  • Avatar
    abstenberg

    Same problem, second scale with faulty battery and no assistance from Withings

    1
    Comment actions Permalink
  • Avatar
    jens.h.persson

    Same problem. Same poor offer from support.

    1
    Comment actions Permalink
  • Avatar
    kama3uk

    Same here, 2 years and it stopped charging... Reply from support was also the same - 25% discount, but not repair.

    1
    Comment actions Permalink
  • Avatar
    caloia

    Just had the same problem happen to me. It is just over 14 months old, so just past the 1 year warranty mark. I've contacted support and waiting to hear what they say.

    1
    Comment actions Permalink
  • Avatar
    sljumper3000-withings

    I do have the exact same problem. I have just contacted support and waiting to hear from them.

    1
    Comment actions Permalink
  • Avatar
    nicole.ellis

    I have exactly the same problem too. I've had the scale for 2 years but haven't used it in about 6 months and now it doesn't charge. Ridiculous that the rechargeable battery cannot be exchanged (the iFix solution is not for everyone). I have contacted support.

    1
    Comment actions Permalink
  • Avatar
    massimiliano.ronzitti

    I had exactly the same problem and I am preparing myself to substitute the battery. Unacceptable answers by the company. They made the same offer to me. It's incredible how such an expensive product is so unrepairable and battery cannot be replaced easily.

    0
    Comment actions Permalink
  • Avatar
    annablackmore

    Here's a solution that worked for me (Thanks RB). My Body Cardio scale would not hold battery charge. I put it on charge overnight and still it wouldn't hold the charge the screen just showed 'Hello' then 'go.withings.com 1/4' then nothing.

    I charged it for 10 mins then no charge for 5 mins then charged for 10 mins again and repeated this so in total I charged it for 10 mins 4 times, each time with a 5 min gap with no charge (55 mins in total). During this process sometimes it showed messages on the screen when I disconnected or reconnected the cable and sometimes it didn't. After doing this process of charging in bursts it showed the Hello message while not charging so I tried standing on it and it showed my weight although didn't associate the weight with me. I had to update the wifi settings to reconnect the scale to the app but now it is working as normal. 

    I hope this works for you.

     

    1
    Comment actions Permalink
  • Avatar
    charlieo

    Now we all know why Nokia dumped this company. Crap hardware and arrogant staff.

    0
    Comment actions Permalink
  • Avatar
    acepedro99

    Same problem here.. at least I reached 50% discount which is still ridiculous as it was my second scale from withings/nokia with problems. Previously I owned a WS-50 which had wrong readings. They gave me a discount and I bought the Body cardio which lasted like 2 years again. They offered me 50% discount. Sorry Withings but I can´t spend money with a scale every 2 years... specially a USD 180 scale.

     

    Below all the messages from the support:

     

    Melchor (Withings)

    Jan 24, 00:33 CET

    Hello Pedro,

    Thank you for your response.

    At this point, since the device has passed the warranty period, I can only offer a 50% discount.

    As much as I wanted to give you a replacement, please know that we only follow the warranty procedure.

    If you are interested to get the 50% discount, please let me know so I can set it up for you.

    Thank you and have a great day.

    Best regards,

    Melchor
    Customer Service | Withings

     

     

    am

    Jan 23, 02:35 CET

    Dear Melchor,
     
    I was out past weeks so sorry for my late reply.
    Thanks for the offer however this was the same deal I got when my first scale died two years after I bought it. This second scale also lasted close to 2 years. I can´t spend almost USD 100 every two years to remain loyal to the brand.
    It´s clear a manufacturer problem and a lot of clients are complaining about the same issue.
    I would expect a replacement for my scale. I have no problem to ship the broken one back but I don´t  believe it´s fair to pay for the third time for the same product in a 5 year window.
     
    Best regards,
    Pedro
     
     

     

     

    Melchor (Withings)

    Jan 6, 21:36 CET

    Hello Pedro,

    Thank you for your response.

    I have advised my supervisor about your feedback and I can now offer 50% coupon (plus free shipping) towards the purchase of a replacement on our website if you agree to ship the old unit back to us using a pre-paid label.

    Please let me know if you are interested in this offer.

    Looking forward to your response as I'm glad to help.

    Best regards,

    Melchor
    Customer Service | Withings

     

     

    am

    Jan 6, 16:27 CET

    Dear Melchor,
     
    I appreciate your offer however I´m really frustrated with Witihings/Nokia Health products.
     
    In 2014 I bought my first witihngs scale and it lasted around two years. One day it started to read the weight wrongly. O contacted the support provided me a 50% discount to buy a new scale. 
     
    I bought the Body Cardio which is USD 180 scale with a nice 50% discount however this new scale lasted again around two years and your offer me 25% discount for a new one. I can not spend USD 100 every 2 years for a scale. It´s not fair.
     
    I read a lot of reviews and customers complamning about the same battery issue that I experienced and it´s clear a manufacter problem and you should care more about your customers.
     
    I would like Witihings to reconsider how they deal with their mistakes and provide a better deal for me to remain a loyal customer to the brand.
     
    Kind regards,
     


     
     

     

     

    am

    Jan 5, 17:25 CET

    Dear Melchor,
     
    I appreciate your offer however I´m really frustrated with Witihings/Nokia Health products.
     
    In 2014 I bought my first witihngs scale and it lasted around two years. One day it started to read the weight wrongly. O contacted the support provided me a 50% discount to buy a new scale. 
     
    I bought the Body Cardio which is USD 180 scale with a nice 50% discount however this new scale lasted again around two years and your offer me 25% discount for a new one. I can not spend USD 100 every 2 years for a scale. It´s not fair.
     
    I read a lot of reviews and customers complamning about the same battery issue that I experienced and it´s clear a manufacter problem and you should care more about your customers.
     
    I would like Witihings to reconsider how they deal with their mistakes and provide a better deal for me to remain a loyal customer to the brand.
     
    Kind regards,
     
     
     
     
     

     

     

    Melchor (Withings)

    December 30, 2019, 19:30 CET

    Hello Pedro,

    Thank you for your response and information.

    After checking the diagnostic data, it appears that your Body Cardio is experiencing a hardware issue and will need to be exchanged. It shows also that it is already outside the one year manufacturer's warranty. In this case, I can offer a 25% coupon (plus free shipping) towards the purchase of a replacement on our website if you agree to ship the old unit back to us using a pre-paid label.

    Please let me know if you are interested in this offer.

    Looking forward to your response as I'm glad to help.

    Best regards,

    Melchor
    Customer Service | Withings

     

     

     

     

    Melchor (Withings)

    December 27, 2019, 19:52 CET

    Hello Pedro,

    Thank you for your response.

    In order for me to check what options are available for you, could you please attach a copy of the proof of purchase, as well as provide your full name and shipping address?

    Looking forward to your response as I'm glad to help.

    Best regards,

    Melchor
    Customer Service | Withings

     

     

    am

    December 26, 2019, 20:37 CET

     
    Hi Melchor, I have already tried different cables for an extended period of time without success. It still shows 0%.

    Best regards,
    Pedro

     

     

    Melchor (Withings)

    December 26, 2019, 20:30 CET

    Hello Pedro,

    Thank you for your response and information. I appreciate you for performing some troubleshooting steps ahead of time.  

    I understand that you have used multiple charges and cables to charge the device, could you please try charging the scale using a different micro-USB cable and plug the scale into a different USB port? Keep in mind that the scale must be charged for 5 full hours. Let me know if the scale now charges or if it remains at 0%.

    Let me know what happens so I can provide the next step to resolve this matter.

    Best regards,

    Melchor
    Customer Service | Withings

     

     

    am

    December 26, 2019, 03:39 CET

    Please find the answers below:
     
     
    Is the display doesn't show anything when you step on the scale?
      It shows 0% battery despite I had successfully charged it about a week or two ago.

    When the scale is connected to the charger, is it powering on?
      When I connect to the cable it shows 0% battery with a battery symbol with a strike.

    If the scale is powering on when connected to the charger, is the battery level increasing?
     It powers on as described above but then turns off the display.
     
     
    About 1 or 2 weeks ago I received the message that it had low battery, I successfully charged 100% and have been using since then until 2-3 days ago when I stepped in the scale showed 0% battery.
     
    Best regards,
    Pedro
     

     

     

    Melchor (Withings)

    December 26, 2019, 03:12 CET

    Hello,

    Thank you for contacting Withings Customer Support. I am sorry to hear that your Withings Body Cardio scale battery shows 0%. Let me further assist you with this.

    Before I look up into the warranty options, I would like to ask a couple of questions:

    Is the display doesn't show anything when you step on the scale?
    When the scale is connected to the charger, is it powering on?
    If the scale is powering on when connected to the charger, is the battery level increasing?

    Looking forward to your response.

    Thank you and have a great day.

    Best regards,

    Melchor
    Customer Service | Withings

     

     

    am

    December 25, 2019, 22:33 CET

    I have been experiencing issues with the battery. It says 0%, I used multiple charges and cables without been able to charge it. I use this scale almost everyday and this issue started suddenly.

    0
    Comment actions Permalink
9

Didn't find what you were looking for?

New post
To preserve the Withings Forum as a place of kindness, mutual support, and interest for the products and services provided by Withings, I am committed to:
  • Be courteous and participate in the community with a spirit of friendliness and understanding
  • Respect all users on the forum
  • Avoid controversy or quarrel
  • Ensure that my messages do not infringe on the rights, reputation, image, or privacy of others
  • Avoid any and all discussions which contain insulting or discriminatory comments
  • Abide by the full terms and conditions outlined here

Note that this community is supported by its members, not the Withings Support Team.

If you need assistance because of an issue which would not be resolved through troubleshooting, such as a product with physical damage, please contact our Support Team.