Replace Fitbit Sense 2?

[AishiaT]

Issues:

Fitbit Sense 2 keeps re-starting and is not tracking # of steps accurately. It also is not holding the charge more than 24 hours. Finally, the Fitbit Sense 2 is not sensing walking or running activities while I'm wearing the watch (usually senses arm movement and vibrates to denote it's started my walking or running routine). 

Does this mean the device needs to be replaced?

Could someone please advise?

Thanks,

-Aishia T. 

[Guy_]

Hi @AishiaT - did you try holding the watch button for 10 seconds till it blanks or vibrates and wait for the logo to appear and for it to start.

Also consider changing clock face and restarting again.

To make sure it is not a Fitbit App problem, sync then turn off the phone's Bluetooth and see if the battery lasts longer. 

Don't start any exercises as GPS uses lots of battery, you won't get notifications on the watch during this test.

[AishiaT]

Hi @Guy_ Appreciate the swift response. No, I haven't tried the above steps. will do and report back if issues persist.

Thanks!

-Aishia T. 

[Tweezy]

Hi Aisha 

Just letting you know that I have had exactly the same issues with my sense 2. I tried all the troubleshooting suggestions but this didn’t work. Eventually Fitbit agreed to me sending the device back.  However, they have sent me a refurbished device as a replacement,  which in my opinion is totally unacceptable. My sense 2 was less than 5 months old when it malfunctioned. Surely these devices should last longer than 5 months ? Apparently their warranty states that they don’t have to repair the device they replace it with whatever they have in their warehouse, which in my case was a second hand replacement. I find this totally unacceptable. If I had wanted a second hand watch I would have purchased one from Fb marketplace for a fraction of the cost that I paid. I find Fitbit customer support less than helpful and they fail to respond to my emails. When I eventually have a reply they never address my questions raised in my emails, they just send a link to their warranty policy. Totally unprofessional of them. Given my experience over these last few weeks I would say that Fitbit devices, along with Fitbit customer support are not fit for purpose. I hope you manage to get your issues sorted out with them.