Haven't received update about Sense 2 replacement

[SunsetRunner]

Fitbit bricked my perfectly fine Charge 5 that I never had any issues with or questioned its accuracy. Bought the Sense 2 at full price not knowing it was the bad update that killed my Charge 5. Right out the box the Sense had issues mainly with the heart rate sensor locking up. After a week I called support and they sent me a replacement. The refurbished replacement heart rate sensor didn’t lock up but continues to be wildly inaccurate and not just during exercise. The pulse constantly drops off. It reads a changing pulse when not wearing it. I’ve had it go up to peak zone while sleeping or randomly spike up or down while sitting. It’s all over the place while exercising. I’ve gone through all the steps with support and nothing fixes it. I sent it back for a second replacement a month ago and haven’t heard anything back. It is just completely useless as a fitness tracker which is extremely frustrating. I’m buying a Garminvand will never buy a Fitbit again

Moderator Edit: Clarified subject

[LizzyFitbit]

Welcome to the community, @SunsetRunner.

Thanks for the detailed information, and every step that you've tried. I understand where you're coming from and I apologize for this situation. This isn't the type of experience that we want you to have and please know your feedback is appreciated as it'll help us to keep improving. Regarding your replacement, I went ahead and forwarded your post so our Support team can look into your case details and provide you with an update. Keep in mind that your replacement will be processed as soon as it's confirmed the return of your defective device.

[SunsetRunner]

Also forget to mention these ridiculous notifications I got so much that I had to turn off  all notifications! I only need 64,783 zone minutes to reach my goal of 150 zone minutes this week! There aren’t even 60,000 minutes in a week!!!!

Highly suggest anyone who wants a good fitness tracker/light smart watch to NOT buy the Sense 2

 

[tweaver93]

I have not received my replacement device in over 6 weeks and the only excuse I get is "shipping issues". It is not a "shipping issue" as ALL curriers run full time. Fitbit directs me to Google. Google directs me back to Fitbit. I have too many emails and phones to even post about it.

So what is really going on? 

[LizzyFitbit]

Hi there, @SunsetRunner and @tweaver93.

@SunsetRunner Thanks for the additional information, and for sharing a picture of your Sense 2. I'm sorry for the inaccuracies that you've experienced with it and because our team already determined it's defective, I'd recommend getting back to Support team in order to receive more information about your case.

@tweaver93 I understand where you're coming from and appreciate your feedback regarding this process. While I don't have access to your case details, I've forwarded your post to our team so they review your order and provide you with an update. Please keep an open communication with them.

[SunsetRunner]

Right! The new one out the box was defective, the refurbished replacement was defective, but the 3rd one will work just fine! Ha! I just need to wait a month or so and hope it arrives. All set. Fitbit knew about the heart rate inaccuracy with the Sense, didn’t address it, and pushed out the Sense 2 with the same issues. Bricking my perfectly fine Charge 5 and a customer service agent tell me it wasn’t the update til I gave him all the details was ridiculous. I am done with Fitbit and will be telling all my family and friends not to buy any of their products. The company has gone completely downhill since Google bought it