Sense 2 blinking Fitbit logo after wearing it for 6 days

[JustB]

"Upgrading" to the Sense 2 seems like it was a big mistake.  Had it about six days and honestly it wasn't much of an upgrade, especially when losing features like Google Assistant and getting Alexa, which we don't use, instead.  

But this morning I was woken up at 3AM by a flashing light.  It was the Sense blinking the logo at me every couple of seconds.  I tried resetting it and it acted like it had never been set up before - had me choose a language and attempt to re-establish itself with my phone all over again.  Even had me do a twenty minute firmware update.  And even after that, right back to the same blinking logo.  Every now and then it shows the interface for a few seconds before the blinking begins again.
I've already given my original Sense to my son, otherwise I'd be reverting back right now.  Maybe I can find my old Versa 2 or whatever I had before that.  

Moderator edit: updated subject for clarity. 

[SunsetRunner]

Good luck if you try to report this to Customer Services.

I had a Charge 5 which died, so they sent me another - that also died a few weeks later.

Then they sent me a Sense 2 which has stopped pairing with my phone App and the helpdesk was useless - they made me reset it, so now it doesn't work at all. I have reported this to them several weeks ago and they just keep saying it's a special team that looks at this, and they will e mail me - weeks later and I have had nothing - terrible complete lack of customer service! Am close to moving to iwatch, as at least I can go into the Apple shop and speak to a human being face to face if that goes wrong.

[LokeAa]

@JustB I experienced the same thing after a reboot. Mine became "normal" again when I did the following:

• Remove Sense 2 from the Fitbit App.
• Reset the device to factory settings.
• Run the setup again.
• The device restarts several times before it is finished.

Ifyou are unable to access "Factory Settings" in Setings on the watch, perform these steps:

• Press and hold the side button until the screen turns off.
• After the screen turns off, you should feel a short vibration.
• As soon as you feel the vibration, release the side button and immediately press and hold that button again.
• Keep pressing until the Fitbit logo appears and disappears, and then once again, immediately release the button and press and hold it until you feel another vibration.
• After you feel that vibration, release the side button, this final vibration indicates you started the factory reset for your Fitbit.

[SunsetRunner]

Thanks - I did all that on a call with Fitbit customer support (a misnomer if ever there was one!) and it still doesnt work, so I am told to wait for an e mail from the 'special team' who have not e mailed after several weeks and who you cannot speak to on the phone!

[LokeAa]

@SunsetRunner   The "special team" ignores you? Something must be very wrong, when they ignore VIP customers, and you must be one of those lucky VIPs since they have replaced your defect Charge with a Sense 2?

[JustB]

I came downstairs to where I had left the Fitbit to try your steps, and miraculously the thing is just working again, all by itself.  I guess a couple of hours of letting it sit and constantly reset itself finally got boring so it went back to normal.

Hopefully I can file this under, "fluke halloween" occurrence, because yeah, not terribly thrilled to have a brand new device stop working like this.  And I was definitely already having concerns with support since I did a chat session wherein they basically told me to reset (I already had) and then basically said a Tier 2 support team would contact me by email.  This was six hours ago, I've received NO email.  

[SunsetRunner]

I am not sure what you are actually implying here - I have detailed what happened - I don't think I am VIP at all.

Incidentally, I received an e mail just now from Fitbit informing me that my case has been closed, even though they have done nothing to resolve it, so not sure where to go from here......

[LokeAa]

@JustB I know it is a bug in battery %status. It can cause the device to reset itself. Did you notice if the settings app on the device was missing? 


OOps, I forgot to tag who my last answer was meant for, sorry about that.

[JustB]

@LokeAa I did not notice much, because the device wouldn't stay on.  But I will say you may be on to something regarding the battery though, it was reporting that I was low on battery when the firmware install was trying to take place.  I had just charged it on Saturday and it really should not have been low on battery to any large degree by this early morning.  The reported battery time after the firmware install has been all over the place.  Since it's been back up and running again, I've been recharging it before I put it back on and see how long it lasts now. 

It's probably unrelated, but I've also switched the watch face back to the one it shipped with, just to make sure it isn't anything funky with trying to use the original Sense face instead.

[LokeAa]

@JustB , personally I find mostclock faces way to colorful and flashy. I took a look at some of them, and I would stay away from" Not optimized", ."Not recommended by Fitbit, and those who do not ask any permissions. I really do not know why they make those three categories available for download.

[JustB]

Just looked down at the watch to check the time, and it's doing the same song and dance all over again.  Last successful sync was an hour ago.  I tried to go through the stepss @LokeAa posted upthread, it went back to factory specs, had me re-pair, but then tried to do the firmware update again and just hosed out.  Screen won't even turn on.  The last time I got a look at the battery, right before the firmware update, it was at 85%.  

So I don't know what's going on.  Seems like the Sense 2 is garbage.  And I STILL haven't received the email from Tier 2 support from 3:30AM this morning.  

[JustB]

Called the support line and was told that the next tier was still thinking about my case.  What is there to think about?  It doesn't work.  I got a bit irate and the person on the phone put me on hold and came back and said they will send me an email for me to choose either a replacement watch, or 50% off the one I've got?  First of all, half off a broken watch is still a crap deal.  But the best part is, he won't stay on the line until I actually receive the email.  Says it can only be sent AFTER the call is completed.  

Anyway, I actually received the email.  Nothing in it about 50% off the current broken watch, which is fine as that's a pretty stupid "deal" anyway.  

The order for the replacement is in.  I'm without a tracker for 5-7 business days and then I guess we'll find out if I got a lemon or if the Sense 2 isn't ready for prime time.  Makes me wish I had waited to give my less than a year old Sense to my son already.  Might have to dig around and see where my old Versa 2 is in the meantime. 

[AndreaFitbit]

Thanks for getting back to us and for sharing your experience with your Sense 2 @JustB. Since you´re getting a replacement, I hope you get back on track soon. 

Welcome, @SunsetRunner. I understand how your situation must be and one of our representatives will contact you as soon as possible.

@LokeAa, thank you for your advise and help.

See you around. 

[SunsetRunner]

Thanks Andrea, but yesterday they sent me an e mail saying the case was closed, even though they never got back to me until this - totally disillusioned with fitbit and complete lack of customer service

[kmc5413]

Every issue I’ve had so far with this new Sense 2 has wound up with same reply- special team will email and I’ve never received a reply. Wish I had bought the Sense instead of Sense 2 

[AndreaFitbit]

Thanks for getting back to us and for your feedback @SunsetRunner, @kmc5413.

@SunsetRunner, I checked and you should receive a response from our team.

I´m sorry to hear about your experience @kmc5413.

Have a nice day.