Sense 2 sensors fell off

[Canadianrunner]

Terrible product. Had it for just over a year and the sensor fell off. Never submerged or worn in water. 

seems like it’s a very common issue. Support did not help, said nothing could be done since it’s no longer under warranty. 

was a premium subscriber for over a year. They’ve lost a customer. 

[EstuardoFitbit]

Hi, welcome to the Fitbit Community forums, @Canadianrunner.

I'm truly sorry you've had a rough experience with our support team. While I can't offer a different solution since their decision is final, I would highly recommend reaching out again. Briefly explain your situation and see if there's anything else they can do. Sometimes, additional info or a second attempt can make a difference.

Remember, I'm here to help in any way I can, even if it's just pointing you back in the right direction.

[Canadianrunner]

I did. The only option was to buy a new one. If that’s the case I’ll buy from another company instead. Lost my business and my premium monthly payments. 

[EstuardoFitbit]

@Canadianrunner I understand your disappointment with the outcome of your case.

While we strive to help all users, we do need to adhere to company policies to ensure fairness and consistency. However, we value your feedback and appreciate your time with Fitbit. Should your circumstances change or if you have any further questions in the future, please don't hesitate to reach out.

I wish you all the best.

[Canadianrunner]

By your own policy, you offer two year warranty in the EU and only one year in North America, so your policy is arbitrary and varies by the location of the consumer. 

[EstuardoFitbit]

Hey there @Canadianrunner,

Totally understand your confusion about our different warranty policies across countries. It can be tricky! ️

The main reason for this is due to varying local regulations and legal requirements in each place. Each country has its own consumer protection laws and warranty standards, so we gotta adapt our policies to comply.

Our goal is always to offer the best possible service and value to all our Fitbit users, no matter where they are. While the warranty periods might differ, you can be sure we're committed to using high-quality materials and rigorous testing to ensure the best reliability possible.

[Canadianrunner]

So in simpler terms, Fitbit does the bare minimum required of it by law. 

The company could offer a two-year warranty to everyone, but since North American regulators aren't as strict as European ones, they get away with a one-year warranty here, because that's all the law requires.