Sense 2 charging cable no longer working

[Tick-tock21]

My sense 2 isn’t even a year old yet. But yesterday I found my charger not working AT ALL. I tried all the care tips  I could, so resetting my Fitbit incase it was that. Tried different plugs for the cable and different sockets to plug into. I even tried plugging into my portable charger.no luck.

So I contacted the chat support. He was rude and didn’t listen or answer the questions I had. He gave me a list of things I could try to get it to work. I already tried all but one of the suggestions. However I can’t get rubbing alcohol where I am at the moment and asked for an alternative I could use. He just said “please follow my instructions and it still doesn’t work, contact us again.” He did give me a reference number. Not sure how to go from here. 

I need my Fitbit, especially with the record of sleep and steps taken. The standard of Fitbit is declining… rapidly, once I’ve saved enough I’m getting an Apple Watch. They seem way less hassle and easier to deal with if there is an issue. I’ve used Fitbit since I was 18/19 and I am now nearly 26…. So a potential life long customer - gone. I will be telling friends and family too about my experience.

Moderator Edit: Clarified subject

[Guy_]

HI @Tick-tock21 - did you check How to check charge cable - Sense 2 /Versa 4 won't charge, won't start or blank screen 

[Tick-tock21]

The cable is perfectly fine via just giving it a quick look. I fear it’s something inside the actual charger and that’s why it isn't working.

[Guy_]

@Tick-tock21 - you need to check pins very carefully.

Even consider requesting a replacement, far simpler than replacing the watch which can take a long time. You can get spare charge cables cheaply and quickly online too from Amazon.

[Tick-tock21]

The pins are fine as is the base of the actual watch. The last time a charger messed around and I got a new one from Amazon the actual watched broke (I had a charge 4 which was still under warranty *just*. It was just under 2 years old.) And instead of trying to fight it out with Fitbit because I hadn’t brought the official charger from their site so it would have been my fault, I just saved up and brought the then new sense 2 from the Fitbit site. 

I don’t have the funds to fork out for something that shouldn’t have broken, especially while under warranty still. I just want my Fitbit to charge again! 

the Fitbit products have gotten worse and worse. Especially since partnering with Google. What is going on?? 

[Guy_]

@Tick-tock21 - it is unlikely the charger broke your Charge 4, more likely your were entitled to a warranty replacement. Still worth checking if you reported it.

If you can't use your Sense 2 it can be replaced under warranty or if you are unhappy with the watch Fitbit have a 45 day refund policy or possibly authorised dealers too, some stores provide 14 to 30 day refunds.

Still investigate further what was the problem with the Charge 4 perhaps to be sure it is not just a faulty charger or power source.

[Tick-tock21]

It wasn’t a faulty charger with the charge 4 as I brought three from other sites to try and get it to work after the original replacement I brought from Amazon messed my charge 4 up. 

but that’s off topic. I want a replacement charger for my Sense 2. I am not going to pay for one as 1) my product is still under warranty and 2) I’m not risking £200 worth of technology to a cheaper charger that could potentially brake the main product. And I can not afford one from the official site at the moment. I need my Fitbit as the information it collects I share with my healthcare providers to keep an eye on my wellbeing. And now I can’t do that. The actual device is fine as far as I am aware, it’s the charger. The pins are fine and the correct colour. The back of the watch is clean and the points that connect with the charger are as they were when I got it back in February. Please help me get this sorted! I’ve tried contacting ‘customer support’ and he was rude, brushed it off and didn’t actually listen to what I said. Please tell me how I can take this further. I am not happy!! 

[Carilin]

I had the same problems with my Sense. It might look like the worst option, but go to the support page and try the chat. 

I called customer service 3 times, and the same person was rude, talking to me like I might have broken my watch just because. After the 3rd time (3 days later), they understood and told me they would email me to get a replacement... I waited 2 days and nothing, so I tried the chat and 15 minutes later, I was ordering my replacement. 

[Tick-tock21]

It was the chat I used, I’ve got a ref number. I might try them again. Up till the charge 4 and sense 2 I’ve had no problems with Fitbit but now …. Seriously gone down hill 😞 

[Guy_]

@Tick-tock21 - as your watch is under warranty (including charge cable) insist they send you a replacement cable if it is not charging using a PC port.

[Carilin]

My die just like yours. I cleaned the connectors, tried restating it, tried several cables (2 original, 1 new I bought from Fitbit, 3 from other companies), tried connecting with my computer... nothing worked. I found after that sometimes sweat gets slowly inside, and the battery dies.

Go to the support website page and use the chat. They are way more excellent and helpful. 

[LizzyFitbit]

Hi there, @Tick-tock21. @Carilin and @Guy_ Thanks for sharing your experience and help with our new member.

@Tick-tock21 Thanks for the detailed information, and the time taken to share your feedback regarding our Support team. I'm sorry you've had this inconvenience and please know comments like yours help us to evaluate our procedures and services, as well as improve them. I went ahead to check your details and it seems our team has already sent you an email with more information. Because they have access to your case details, my best advice is to get back to them in order to receive more information about their resolution.