My experience with Sense 2 and Customer Service

[SMRahman]

Iam having trouble with my sense 2 watch after 1yr. Lot of struggle with switch off and charging. now finally it is stopped restarting. Spoke to customer care executive and he suggested to try pressing button three time in a gap of 13 seconds and decided the watch is dead. and suggested to buy new one and offered some discount? Is this the way watch works? I do not know about this other wise never buy this watch. Any one know any other options?

Buying a watch with this cost and no option of fixing it is the most unbelievable shock 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @SMRahman. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. I'm sorry to hear about your Sense 2. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Sense 2 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies.

Thanks in advance! 

[SMRahman]

I understand what is warranty. But if warranty is expired it should be repairable. Do you expect to use it only for one or two years for this much cost.

We can not throw it or buy new one every time some for problem. Put a disclaimer that this is use and throw if it does not work or warranty expires. 

Very disappointed and surprised to know the simple issue is not repairable.

[GodfreyAshcombe]

Thank you so much, I will keep it in mind.