Sense 2 charging cable not working

[Angieapp]

Tried to chat to fitbit  and they just closed the chat down sayi g my watch has retired although it hasnt ..and it was brought in march last year .. no help what so ever .. 

What a joke .. i have an issue with  My charge thiabia the 5 time the charger has broken and now when i am asking on thw chat for a replacement that say that cant help and just closed that chat down ..

Where is the customer services here

Moderator Edit: Clarified subject

[DramaQueenDiva]

Hi @Angieapp ,

I can certainly understand your frustration, and I'm not sure how much help I can be here, but I was wondering if you would mind clarifying a few things for me:

1.) You said that you had issues with your Charge 5 but you posted in the Sense 2 forums.  They're two completely different devices, so which one do you have?

2.) You never mentioned what the issue is with the device to this forum of users, so we have no idea what you need help with.  Please give as many details as possible, as well as any troubleshoots you may have done.  We don't want to repeat troubleshooting that clearly isn't working, so that would save everyone time.

3.) Did you purchase the device directly through Fitbit or was it purchased through a 3rd party retailer?  If it was through a 3rd party retailer, your replacement options, even for the charger, are limited, and you would have to abide by that retailer's exchange policy.  

4) Assuming that you purchased the device through Fitbit directly, depending on where you live, you may be out of warranty.  Although I have limited direct experience with this (for an unrelated band issue), in the US, I believe you have a 1 year limited warranty.  If you're outside the US, I've heard that you have a 2 year limited warranty.

[Angieapp]

It a sense 2 .. i mentioned i have 5 chargers so far that have failed .. fundamental issue with the charger to the watch.

I was brought directly via Fitbit in Uk so 2 year warranty .. brought on 14/3/22




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[DramaQueenDiva]

Then you need to continue your correspondence with Support.  Only they can help you.  There's nothing that this forum of users can do to assist you.  Whoever told you that your Fitbit is retired, is clearly wrong, as the Sense is only about a year old.  Perhaps providing them with the receipt or some proof of purchase would help your case.

You must have had a typo then in the original sentence.  This is what you wrote, which is why I was confused:

"charge thiabia the 5"

I wasn't sure if you were posting in the right forum, as Fitbit also has a "Charge" line of products.

[LizzyFitbit]

Hi everyone! @DramaQueenDiva Thanks for your great help.

@Angieapp Thanks for the detailed information, as well as the steps you've tried prior to posting. I understand your point of view, and I'm sorry for the experience that you've had with the Sense 2, as well as the interaction with our team. I went ahead to review your case and it seems you already received assistance with this concern. Because our team has access to your details, please reply back to them if you have more questions.