Fitbit Sense 2 overcounting stairs

[Chaoslifter]

Hi community,

My Fitbit Sense 2 has been over counting stairs every day for the last one month. For example, today it counted 141 floors while I didn't climb any at all!! It is frustrating as up until last month, it counted my floors exactly and never over counted any thing! I did not have any change in my routine or watch wearing habits at all.

I have contacted the customer care many times to find a resolution including updating the watch, app, factory reset, reinstalling the app etc. No resolution.

I have requested the customer care to replace my device as it is clearly an hardware (altimeter?) issue rather than anything software related as I tried everything. The customer care person just keeps saying our team will contact you and they only ask to repeat the software fixes!!! It is frustrating to have a device that is not trustworthy. This is in stark contrast to the Fitbit Charge 2 device that worked great for 6+ years and I never had a problem.

I am wondering if others had similar issue and how they resolved it. Thank you very much for the help/advice in advance.

Best,

Sense 2 user

[Guy_]

Hi @Chaoslifter - if your watch is not in warranty you receive an email (eventually) saying you have to buy a new one, otherwise you should insist on a replacement.

Note: floors is only an indication and has no bearing on any other values.