Sense 2 won't track AZM during run

[PKing66]

In the run mode on exercise the watch does not record heart rate zones or active minutes. Help Desk says it's a system fault so everyone must have the same issue?

Please let me know. Thanks

Moderator Edit: Clarified subject

[t.parker]

Do you have any heart rate recorded? Does the green light flashes at the bottom side of the watch? You may have the following issues:

a) sensor isn't working (green light probably wouldn't flash)

b) you run but don't elevate your HR enough (or the sensor doesn't detect it) to get AZM and reach zones

First case a) isn't common. That would mean hardware failure.

Case b) is quite common as Sense 2 HR tracking during exercise is very poor when it comes to accuracy.

[PKing66]

Hi

Thanks for your reply

For sure number 2 is not the issue as I am running distance and pace in very hot temperatures so I am confident the heart rate is high

For number 1 the help desk told me there is a fault with the Sense 2 so there is a technical issue

Do you have a Sense 2 and if so do you have the same issue?

Many thanks

Peter

Sent from my iPhone

[t.parker]

@PKing66 no. My issue is just inaccurate HR during running (or other activities) which results in incorrect AZM etc.

[LizzyFitbit]

Hi there, @PKing66. @t.parker Thanks for stopping by to help our member.

@PKing66 Thanks for the detailed information, and getting in touch with our Support team. Because you already have a case created, I went ahead to check your details and it seems our team already provided you with more information via email. They've specialized tools that will allow them to continue helping you, so please keep an open communication with them.

[PKing66]

They have said they cannot fix it, they do not know when it will be fixed and have advised that I return it for a refund.

Has to be the worst customer service ever and why send me devices that are faulty ?

Sent from my iPhone

[LizzyFitbit]

Hi there, @PKing66.

Thanks for getting back with these details. I understand where you're coming from and I'm sorry you've had this experience. We're constantly working to improve our devices and services, and the input we receive from our members is a big part of the process. I appreciate your feedback and please follow up with your email case should you have any further questions.