My experience with Sense 2 and Customer Service

[jenn11411]

Sense 2 already replaced once by Fitbit...now vibration has stopped working completely.  Anything that should cause a vibration does not.   Checked all settings, restarted device, updated Fitbit app on phone, etc.  

In addition, Google Pay has never worked on the replacement device.  

I wasn't super concerned about Google Pay not working but the lack of vibration is a huge problem. Contacted support who told me Tier 2 has to review and get back to me but can't say how long that actually takes.  What a joke Fitbit is anymore.  Sounds like next watch will be anything but Fitbit. 

Anyway, anyone have any ideas on the no vibration issue

Moderator Edit: Clarified subject

[DramaQueenDiva]

Have you done a factory reset ?

[MarreFitbit]

Hi there, @jenn11411. Thanks for stopping by in the Fitbit Community Forums and trying to troubleshoot the issue with your Sense 2 before reaching out. We‘re taking your comments and sentiments in regards to our products and services into consideration.

I've seen our Support Team did reach out to you today. If you haven't done so yet, please check your inbox for further details about the resolution of your case. 

@DramaQueenDiva Thanks for your help!

[thirstycat]

ugh... I came here to post my own story about being disgusted with Fitbit support -- I too had Sense 2 replaced under warrenty and now Google Wallet doesn't work.  Unlike you, that was one of my favorite features about the watch-- aside from the normal fitness tracking stuff.

I'm disgusted with Fitbit since they've apparently been aware of this problem since as far back as january (based on forum postings here) and yet all they can tell me is "well, we're working REALLY REALLY HARD on fixing it but have no clue when we might actually resolve the problem"

NOT GOOD ENOUGH when you charge $250+ for a device!!

Every time I've called, I'm told I'll get a follow up email with a case number... even THAT seems to be broken though because nothing ever comes to myu email (I've checked Spam as well).   I'm not even sure I'm talking to a real person and not just some AI bot spewing out "sorry for your inconvenience" platitudes.

So... Fitbit ... I'm sorry for the inconvenience, but I am going to continue to spread the word that your current products do NOT function as advertised and should not be purchased by anyone who values their hard-earned money.   At this time. I am unable to say when I may be less p*ssed off at you, but I assure you that I'm working very hard to not hate your current line of products so much.   I apologize for any inconvenience this may cause you.

Have a nice day!

[jenn11411]

Yes, that didn't solve the issue either.  Fitbit did respond to me pretty quickly, and getting my second replacement Sense 2 now.   

[jenn11411]

Yeah it's pretty sad isnt it??  😞 I'm getting my second replacment Sense 2..... Maybe the third time will be the charm? 

What happens when the warranty runs out?  S.O.L. I guess! 😕