Sense 2 not tracking heart rate and screen falling off

[RobbiZ]

i purchased my sense 2 last year. Since then, it has countless issues. First within the first 4 months, it sometimes stopped reading heart beep. Sometimes it doesn't connect to the gsp, also the edge of it start fading off.

I contacted the retailer, they said they need to send it for assessment but they did not have a spare device for me. It is not acceptable, I am a runner, I need the stats for my runs and also my health insurance provider gives me weekly awards based on my runs. I just need this to be sorted. I was a fit bit user from 2017, switched to HUAWEI mid way through because the old device made my skin ichy. I thought to give fit bit a second chance last year, but seems like it is disappointment x 2! Please help if you care.

Robbi

 

Moderator edit: edited title to clarity.

[CrisVillaFitbit]

Welcome to the community, @RobbiZ, It 's nice to see you here!

Thanks for letting me know about this situation with the screen of your Sense 2 and also about the heart rate tracking.

Can you confirm if you see the green LED rights in the back of the Sense 2, please? Also, how was that the Sense 2 screen started falling? Was it dropped or did you do any kind of exercise?

This will help me further investigate this situation.

[RobbiZ]

Hi Cris

LED light: some times green, some times red

Edge - I noticed it started fading a couple weeks after I received it. It wasn't bother as I was too busy. I run, that's all, never dropped it.

Thanks

[RobbiZ]

Further re the fading, it is from inside of the device, not outside. Thanks

[CrisVillaFitbit]

Hello, @RobbiZ, thanks for your response!

I have sent you an email to continue with your case, please respond in order to continue helping you! Thanks for your patience!