Fitbit Sense 2 doesn't capture sleep or exercise data, no response from warranty request

[demo1]

For the past two days the Fitbit has not been tracking my sleep. But that's the latest in a long line of problems.

I noticed this problem in November, where the heart rate during moderate exercise is consistently anywhere from 20 to 40bpm lower than the other devices I have checked against it (Apple Watch, Garmin Fenix, pulse oximeter) . The screen also doesn't show the heart rate for long stretches of time (2+ minutes).

Since I'm still in the warranty period, I've reached out to support a few times already,

- once in November 2023 (case 51312230) chat,

- once again on November 13, 2023 over chat, and I did the factory reset, which didn't solve the issue. The tech then escalated the issue and said the support team would get back to me via email

- They emailed me on November 27 and I sent them screenshots. I then followed up on December 3 and December 9, with no response #51312230 [ ref:!00D400N2lj.!5005a02lVmZz:ref ]

It's already January and I still haven't heard back. This device isn't working and I haven't gotten any response in over a month at this point.

Did anyone else have the same experience? How can I get help?

[demo1]

January 5 update

I finally got an email letting me pick between a replacement (finally!) and a new device at 50% off (no thanks!). Now the question is how long it will take them to actually send me a replacement. Hopefully this one isn't a lemon!

[Jst856]

Same problem plus mine is somehow getting hot (?!). Have had it for two days. And it is finicky with taking a charge. Chatted forever and they sent an email wanting photographs of everything. I’m willing to try a replacement before just returning the whole thing but I’m lamenting not just buying it from Amazon where I’d be able to return without some bizarre and long process.  

[D1hw]

ok.. so my problem could take a long time to rectify?!! its been a month now and i still dont have a replacment. It's beyond frustrating!! ive just got to wait for an email! looks like they take their time !