Sense 2 stuck on red X

[beebanfie]

My Sense 2 (I've had for 1 1/2 years) starting looping through the flashing logos, then showing a big red X. This was happening over and over again, until it would die completely. From other posts I tried using the button restart process, which didn't work. Tried with it plugged in, unplugged, giving it time to be fully charged, etc,. Nothing worked. Saw a post about doing a hard / factory reset, and timing the button pressing just right. Didn't work. Next, saw a post for have to disconnect it from my phone's fitbit app, forget it from my bluetooth settings, and then hard reset. When I did that it would work -- for about a day. The battery would also drop incredibly quickly, sometimes showing a different charge on the fitbit app than on the watch, sometimes be a higher charge than before, sometimes lower, and always within two days it would just turn off and start the dreaded loop again. 

Finally, today I called fitbit. They said it was a hard wiring issue within the watch. Assured me it was absolutely nothing I did and nothing I could have done to prevent it. However, since the 1 year warranty was up they could only offer me 35% off for a new fitbit. They swear up and down this does not happen often, and if I buy a new one that it won't happen again. However, if it does happen again, they'd only replace the watch if it's within warranty. They suggested I pay extra for the 2 year warranty this time.

Long story short, I'm incredibly disappointed in fitbit and their customer service. Despite them fully admitting that they were at fault, despite it being a watch I paid over 300 dollars for, best they can do is a discount. I used to love my sense 2, but now I would strongly recommend NOT getting a fitbit to anyone.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @beebanfie. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. 

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Sense 2 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies.

Thanks in advance! 

[RRobles]

Tenho o mesmo problema. É evidente que não se responsabilizam após a garantia, mas havendo vários casos, põe em causa a fiabilidade dos dispositivos Fitbit

[MarreFitbit]

Hi there, @RRobles. Welcome to the Fitbit Community Forums. We currently aren't staffed to provide support in Portuguese within the Community Forums.

We currently support French, Italian, Spanish, German, Korean, Chinese, Japanese and English. Hopefully we can support more locales in the future. If you could reply me back in English, I'll be more than glad to help you. 

However, in case you're getting a red X on your Fitbit device, please note that this is most likely due to a fail to complete a firmware update on your device. 

With that said,  please try to manually sync your Fitbit device by tapping your profile picture >  your device image > Sync Now.  By doing this, a firmware update banner should appear.

If Sync Now doesn’t show an update banner, please tap your profile picture > your device image > Gallery. The app should show a popup to install the missing apps to install the missing apps and recover the device. If the firmware update banner does not show, press and hold the side button for 10 seconds until the Fitbit logo appears on the screen, then release the button. For more information please visit How do I restart my Fitbit device?

If none of the above works, please do a manual factory reset: Press and hold the button for about 8 seconds until the screen turns off and vibrates. When you feel the vibration, release the button, then immediately press and hold the button again. Wait for the Fitbit logo to appear, then as soon as the logo disappears, release the button, then press and hold the button again. When you feel the vibration, release the button, then wait for the watch to complete the factory reset.

[pearly42]

Thanks for your honest feedback this just happening to my second sense 2 now! Was just thinking about researching another Brand! I have used Fitbit for many years!

[LAT150]

I am having the exact same problem and did everything they said. I used to love Fitbit but they don’t last and I’m done. The Sense2 is by far the worst one that I owned.