Hello,
I have been a Fitbit customer for many years. I have purchased numerous devices from Fitbit going back to 2015 and have always renewed my Premium membership.
I purchased a Sense 2 for $294 on January 28th, 2023, and have encountered numerous problems that have not been resolved.
Here are the issues I am experiencing;
- The most impacting issue that seems to be getting worse is where the Sense 2 drops from a full charge overnight to 1, 4 or 8%.
- HRV, one of the main reasons I purchased the device, rarely works. It certainly used to in 2022 when I had a different device. Now it rarely does, it generally always says ‘no data in the past 24 hours’
- EDA scans are rarely logged in the Fitbit app when I complete a session. I know how to do it, and doing it correctly, there’s just nothing logged under ‘Your Journey’ when I finish up and sync. The last successful one was March 2023
- Sleep details are sometimes simplified in nature, and I cannot see stages.
I have tried the following but with no success;
- Resetting the Sense 2 - many times
- Made sure I have no apps installed, I don’t use anything but the native watch face, no GPS, displays turns off after 10 seconds, I don’t play music, and I don’t use SpO2. This is vanilla right out of the box
- Uninstalled the Fitbit iOS app, restarted the iPhone, logged back in again etc.,
- Made sure the Fitbit, app and iOS version are up to date
- Tried wearing the Fitbit with different degrees of tightness/looseness and different positions on my wrist (higher/lower). I even wore it upside down on each wrist
- Tried wearing the Fitbit on my other wrist and switched the dominant settings accordingly
- Tried another strap
- Cleaned my skin and the back of the device with an alcohol swap to make sure good skin contact is made
- Made sure I wore the device for a full night’s sleep on multiple nights
- Making sure the Sense 2 is setup to detect sleep automatically.
- Adjusted the Sleep Sensitivity
- Setup a new Fitbit profile with a different email address & account
- Keep the Fitbit app running in the background
- Checked that the green lights flashing on the back of the Sense 2 and that HR measurement is turned on
- Making sure the battery is well charged before sleep
I contacted support through the chat & email channels and was told they were ‘aware of it and are working to identify a resolution as quickly as possible. They didn’t elaborate on which of the 4 issues I reported above they were referring to, but I would assume HRV/EDA scans.
I followed up on the overnight battery depletion since that is a showstopper, asked for a replacement under the 12 month warranty, and got absolutely nowhere. They stated they couldn’t see any issues with their ‘tools’ and needed me to fully charge and sync multiple times. Which I would be happy to do if I thought this would actually get me anywhere, but it would appear they simply don’t believe I have an issue and refusing an exchange
At this point I am unbelievably frustrated. I guess I naively believed that loyal customers get treated differently. Not so in this case
Moderator edit: clarified subject.
