Brand New Sense 2, Display Keeps Going to Sleep

[nvcomingback]

Hi,

I just got a brand new Sense 2. The problem started right away when I was setting up the device. The display keeps going to sleep even when I'm interacting with it. Then I had to wait for a coupld of seconds so I could manually wake the display again, it's very annoying. I tried restarting and factory resetting the watch, but the problem persists.

I contacted support and they only asked me to use the Fitbit watch face (I have switched back to the default one and still have the same problem) and they asked if I really restarted the device. [facepalm]. 

It took one day for the Fitbit support to reply asking if I had long-pressed the device to restart.

Is there a way to use the factory default watch without getting any updates? Will it work?

Reading the forum, it seems like there are a lot of software-related issues, will those be covered under warranty? 

I used to find Fitbit support awesome and friendly, I came back after using iwatch for 2 years because I missed Fitbit. But I guess that Fitbit doesn't exist anymore. 

Fitbit Version 60.20001.184.52.

[nvcomingback]

So far fitbit support hasn't provided any reason or support, here are the replies:

We hope this email finds you well.

We appreciate your best effort in reaching out. 

Moving forward, you've mentioned resetting your watch before, was it by pressing and holding the button for 10 seconds until the Fitbit logo appears?

For now, you may want to try changing your device's clock face to any Fitbit clock face available. 

We look forward to hearing from you. Should you have any additional questions about the Fitbit device and services, visit fitbit.com.   

Sincerely,

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And a couple of days later:

---

Thank you for getting back.

We really appreciate your best effort in troubleshooting. 

You've mentioned performing a factory reset, were these the same steps below:

• On your Fitbit device, open the Settings app  About  Factory Reset.

Note that this process will remove apps, stored data, personal information, credit and debit cards (for Fitbit Pay-enabled devices), and saved settings.

We look forward to hearing from you again. Should you have any additional questions about the Fitbit device and services, visit fitbit.com.   

[nvcomingback · Accepted solution]

I went back to the retailer where I bought the watch, and luckily they do seven days exchange for faulty products. I got a new Sense 2 and the problem went away, and I realised how much more responsive the new watch is! So the one I had a problem with probably has a defective screen.

I'm absolutely appalled by the Fitbit Support Line; it was utterly useless, and all they asked was if I had REALLY restarted or factory restarted the device, even though I already mentioned in my initial question that I had done all that and the watch is still under a 12-month warranty (just a few days old!) Oh, and I even sent them a video clearly showing what the problem is. Never in the reply, did they mention how the warranty works even when I asked for it. 

I used Fitbit prior to Google's take-over, many of the devices had issues (remember the early days when the band would fall off, or the charger didn't charge) but usually, support was able to send a new one within the warranty period and they were much more helpful. 

My Sense 2 now works well, but the damage has been done. If it breaks again, I will never return.