Sense 2 won’t sync- never again a Fitbit

[MarjorieRose]

I WAS a Fitbit user for a decade. My Sense2 wouldn’t sync and after 8 months of repeated calls and chats with hours of troubleshooting my new €280 device, they FINALLY agreed to replace the defective device, with a refurbished one. Terrible customer service. And equally poor products. 

[MissMyData]

They didn’t give you a brand new replacement under warranty?

[MarjorieRose]

Unbelievably, no. And I had been complaining about the watch since the start. Still waiting for the refurbished watch to arrive…

[MissMyData]

@MarjorieRose   That’s very disappointing customer service. A defective device should be replaced under warranty with a brand new replacement device. I thought that was basic consumer rights.

Personally I asked for a full cash refund of both my initial device and the subsequent annual premium subscription based on the fact that since installing the new/latest v4.0+ Apps it appears to have so many flaws that it renders it unusable and not at all what I originally agreed to, ordered and paid for earlier this year. The request was also sadly declined. 

[MarjorieRose]

Is yours also a Sense 2? It seems this is a faulty watch series…

[MissMyData]

Hi yes, Mine is a Sense 2 .

[JillyF7]

Mine won’t sync either n I’ve only had it 6 weeks!! I came here to see if anyone had any ideas on how to fix it but it seems it’s just where we come to moan about how crap they are 😅

[MarjorieRose]

I’d try and return it if you can! I have consistently had problems with mine. I’ve had lots of other Fitbit's over the years that did not have this issue. I’m sure they know it’s a problem but are trying to keep losses down. My refurbished replacement still doesn’t sync and when I told Fitbit they sent me a list of all the fixes. Again. Like I haven’t already been through them all…

[JanieH1969]

I’ve been told today you can apply for a refund in the first 45 days!

[MissMyData]

Hi @MarjorieRose  I personally think that you should be entitled to a full refund now given that both the original first and (replacement) second device don’t work as they should. I’m absolutely no expert in this but I would certainly think that you can’t be expected to have ‘nothing’ (working device or refund) after 8 to 9 months of ongoing issues. 

[MarjorieRose]

Quick!! And I’d recommend either a different FitBit or a Garmin. They have great customer service. And great watches. 

[JanieH1969]

I’m going to do the same 

[MarjorieRose]

This is the reply I got from customer service. I have some trouble determining what language this text was google-translated from.

“We really apologize for the inconvenient that you have with your Sense 2,

About to get a refund  there is a policy about 45 days after put the order for the original device to can returned it for a refund

You order the original sense 2 in January of this year.”

Never again FitBit. 

[JojoTerry]

Hi, when you say your Fitbit doesn't sync, do you mean that it doesn't  update the Fitbit app, because that's the issue I'm having. It records my activity OK but the App either partially or doesn’t at all updates my activity.  My Sense 2 appears to be working OK🤞🏾, but my original Sense 'gave up the ghost' last May and I got a replacement Sense 2 from John Lewis, no quibble. I buy all my electrical/tech items from them.

[MarjorieRose]

That’s exactly the issue. I think it’s all the Sense 2. I have spent hours upon hours trying to force the data in my watch to sync with my phone. Sometimes it goes first try. Usually not.