Feedback about Sense Heart Rate sensor

[Bauer24]

I’ve had almost every Fitbit that’s come out in the Uk apart from the Charge series. And the more advance they get the buggier they get. I gave up on the ionic for syncing issues. Two weeks ago I bought the Sense only to find similar issues as well as it had a pointless heart rate tracker - that didn’t accurately track my heart rate. It was soo bad that sometimes out was out by upto 50bpm.

Now if Fitbit admitted to the issues a lot of people were complaining about on here about the HR I would have stayed on. But when I contacted them they told me just reboot it before each exercise make sure it’s further up my wrist. Recently the **ahem** thing kept crashing too. So if James Park is only interested in money by quickly releasing shoddy watches that don’t properly work I have decided to return my Fitbit. And go back to apple (never thought I’d say this...but after testing their series 5 the HR was spot on everytime)

Moderator Edit: Clarified subject and updated label

[Clove5858]

Sorry to see you go. Your contributions will be missed.

Good luck with Apple.

[Rich_Laue]

Fitbit has stated that they are looking into The heart rate. 

[SteveNetero]

I hope so.  So far it appears everything else, at least for me, seems on point except HR is pretty bad.  The lag is terrible and it struggles to keep up.  I doubt it's the hardware as it almost never is with these devices.  It's usually just poor firmware that needs correcting.

[LizzyFitbit]

Hi everyone. It's good to see you participating in the forums.

I appreciate your feedback about your Sense. I understand your point of view about not getting accurate heart rate data and I'm sorry for any inconvenience this has caused you. Our team constantly receives feedback from our users and they take into consideration to improve our products, services and overall environment, as well to make sure that we are delivering what our users want and need.

@Bauer24, your comments won't be the exception and you're always welcome back to the Fitbit family.

See you around.

[Giampi71]

Definitely the other way around @Rich_Laue: Fitbit never officially recognised the issue and never stated they are going to release an update to address it. And in fact @LizzyFitbit is everything but clear. And it's this lack of transparency, rather than the issue itself, to irritate the users.

[t.parker]

@Giampi71 I'm afraid that lack of transparency and not recognizing the issue may be a sign that the issue isn't fixable. Admitting there is an issue that cannot be fixed would carry very serious implications, hence, choice of words - it's just saying something without saying anything.

[SunsetRunner]

Almost every day I do a 50 minute walk. Because I have a heart condition, I'm used to control my heart rate, either counting heart beats on my pulse using my fingers, or with a second tracker, usually a much cheaper Xiaomi Mi Band 5, more reliable than Sense concerning my HR. Below is a typical example of the Sense HR record during the walk. I know my HR was always between 75 and 105, around 80 to 95 most of the time, but Sense got this:

 

For about 10 to 15 minutes it was completely off. The band was tight enough and placed where it is supposed to be, a little bit higher on the arm. I had the same problem with a Versa 2 before.

Once every ten walks I get what looks like a perfect HR record. I'm still trying to figure out why.

Hope this helps Fitbit to solve this very annoying issue.

[steveo57]

I have commented numerous times and given my observations in different threads and will not try to help or belabor the point anymore.  I have tried to give my opinion and been given the same standard advice about positioning and wrist tightness they have been espousing that does not work for anyone.  I agree with @Rich_Laue that it is probably software algorithm related and not the hardware.  I am a retired computer guy and that is what it appears to be.  That said I also think that they should immediately evaluate the problem, address it, and stop irritating customers by acting like it is not a problem.  P.S  My only other complaint is the volume on the watch when you answer an incoming call on the watch.  I look forward to some honesty about the heart rate issues and a timeline for the fix. I think that would go along way to stopping the endless complaints.