Feedback about the Sense

[SS2015]

I've had the Fitbit Sense for about 6 weeks.  It worked great for the first 4 weeks.  Then, it started acting up with problems syncing with my Pixel.  For the last 2 weeks, the screen has been freezing up "black".  I have reset the Sense more times in the last two weeks than all the Fitbits I've had since 2015.  This is a total piece of junk that is unreliable and buggy.  Now it is completely dead and will not respond to any resets.  Anyone move from Fitbit to Apple watch or another device? Any experiences? Were you able to move data?  Thanks.

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @SS2015, welcome, as a long time user of Fitbit devices I anticipate you are familiar with many of the help articles published. From your post, it would appear you are having a problem with "Syncing" your Sense with the Fitbit app on your Pixel phone. You may find these articles provide an opportunity to review your settings How do Fitbit devices sync their data? and Why won't my Fitbit device sync?

Allowing you have followed through on these troubleshooting trails without success I suggest you talk to "Customer Support" here. I recommend you use the chat facility or phone for a prompt response.

I hope this helps.

Cheers

[LokeAa]

I'm sorry @Gr4ndp4 ,but did you stop reading before you came to the part were @SS2015 says; "Now it is completely dead and will not respond to any resets."? Does "Being in a select group of volunteers who advocate for Fitbit's products and services" mean you have to be morbidly positive no matter what? How is it remotely relevant to link to articles describing sync problems when the poor guys device is completely dead?

[Kicha]

Really sad to see how horrible Sense really is. 

I would have called Support and used CHAT at east 8 times in the last 3 days. The new firmware, supposedly 44.128.5.38 just won't update over several days. I get all kinds of funny eMails from support saying it will take 6 days to 48 hours to your device is spoilt.

The WiFi will only stay connected for as long as you are on the App screen that lets you add the WiFi Network. As soon as you move to another screen and return, the device would have disconnected (while all the time staying connected to power and battery maintained at 100%).

With something as pathetic as this, our health certainly needs the extra monitoring with some really serious hardware and not toys like this.

[SunsetRunner]

Hi

Did you contact Fitbit Support from the official support page? It's possible your tracker may have battery issues, when wanted it's possible to check out the Fitbit Article:

Why isn't my Fitbit Battery Charging? 

If you're having difficulty charging your tracker or watch, review these troubleshooting options.

Hope it helps

[SS2015]

Hi RisingStars.  I have contacted Fitbit support multiple times in the past couple of weeks including going thru all the online help.  Last week, when this happened, Fitbit support was able to have it running.  So far this week, no luck.  Here are their suggestions:

A. Normal Reset - Hold side button for 10 seconds

B. Clean the battery contacts with rubbing alcohol with q-tips on both the watch and the charger.

C. Another combination of resets as follows:

1. Don’t plug the Fitbit Sense into the charging cable. 
2. Press and hold the button for about 8 seconds 
3. When you feel a short vibration:
   1. When you feel the vibration, release the button and immediately press and hold the button again.
   2. Wait until the blue logo appears, then disappears:
      1. Immediately release the button and then immediately press and hold it .again, until you feel a vibration.
      2. After you feel the vibration, release the button. 
         • This vibration indicates its started the factory reset. 
      3. After the Fitbit logo appears, the Fitbit device shows the image with the phone icon and setup indicator. Now you can set up your Fitbit Sense to the account as new device.

Ironically, Fitbit Sense comes with Stress Management, so far it has only managed to increase the Stress Level...

[Kicha]

Sad that Fitbit doesnt even read posts a d wants to address that were never mentioned on any post.

Neither I nor anyone else mentioned anything about problem with charging at all .

I had contacted Supporr at least 8 times in the last 3 days - it appears, from the way FitBit Support shows total lethargy, that they don't want you to like FitBit Sense at all.

The Support team more than any one else wants this product to fail miserably, I think.

[Dixieroseblue]

I agree with the stress level comment. 

[LitBitTrouble]

I’m over it. Getting an Apple Watch and never using Fitbit products again. Customer service is useless and they clearly just don’t give a crap. They say what they are told to say. 

[SS2015]

You can try the online chat on their site and see if you can get some help.  It is disappointing they do not have good quality control in terms of their hardware or their software.  I understand that any new product will have some issues, however, Fitbit has been doing this for several years now.  As customers, we expect the quality to improve and not go down.  This is not a $50 fitness band.  We expect better from their higher-end line product.

[SS2015]

Since Fitbit support could not revive it this time, it is going to go thru RMA for now.  Transferring data with "30 day chunks" is definitely an option.  Right now, I'm going to wait and see how this gets handled and if I can get a working device that is reliable.

[jtammyg]

I’m getting tired of this also!!!! This is my first Fitbit, which I only got due to good reviews of their other products!!! I should’ve gone with either Samsung or Garmin, which I’m researching as an alternative!!!

[SS2015]

I got the RMA email on Sunday including a shipping label for USPS SmartPost return service.  I've never been a fan of SmartPost, but lets see how this goes.  Here is an extract from the RMA instructions email:

"We would like to share that, after troubleshooting has been exhausted, we have gone ahead on reviewing your warranty status. After reviewing your account, we’ve seen that your device is within the warranty period, and therefore is eligible for replacement. Before we can send the replacement, please ship the defective device to our warehouse. After we receive your package, we'll send your replacement within five to seven business days.
Note: Don’t return the charging cable, bands, or other accessory items that came in the box with your device. "

I dropped off the package at a Post Office that was actually open on a Sunday and got a receipt.  So, now it is a waiting game.  Let's see how long this takes....  Anyone want to share their RMA experience?

[RonaldM]

As soon you have a track&trace code contact support again, my experience was they directly ship the replacement device (refurbished).

[SS2015]

I did provide them with the tracking number after I shipped it on Sunday.  Here's their response:

"Thanks for letting us know you shipped your return.  We'll process your return within five to seven business days after we get your package at our warehouse. Our shipping team will follow up with you about the status of your return and replacement."

[Dixieroseblue]

I bought two of my boys Garmin smart watches for  Christmas.  Wishing now I would have told my husband to do the same for me instead of Sense.  They really like them and say the app is great too. And they were less expensive than the Sense.  

[SS2015]

I agree.  Apple smartwatches are a great option for Apple users.  Since I am on Android, Apple is not an option for me, since it is not supported on Android.  However, according to Consumer Reports, six of the Top 10 Fitness Smartwatches are an Apple and they are highly rated.

[LitBitTrouble]

I did online chat support back in February. After over an hour they finally agreed to take it back and send me a replacement. That took 6wks. In the meantime I offered to downgrade to a Charge 3, they could keep the Sense and I’d just eat the difference in price. They graciously accepted saying they’d do that and let me buy the Charge 3 at 50% off!!! 🤣😂  What a joke. 
so I received the replacement, it still doesn’t sync very easily and oh yay, the battery died yesterday and now after charging it is displaying yesterday’s info, date time and all. I’ve turned it off and on several times hoping it will reset. 
This watch is most certainly NOT a “smart watch” it is nothing but a pain in the **ahem** and continuous stress. 

[LitBitTrouble]

I’m curious if you’ve received your replacement yet. 

[lenstewart]

Me too. Worked 12/1/21 to 12/15/21. Now it says "can't synco to app" and provides a clickable button that says "fit it." Of course, clicking on that doesn't doesn't fix anything. Just sends me down a rabbit hole of pages, links to other pages to do research. Watch face says the smartphone app is connected to the watch, but no sync. Did they test this product before putting it on the market? What if I bought a car and found out once on the road that I needed to figure out how to connect the steering wheel to the wheels? The accelerator to the engine? Seems like most of the documentation is intended to sell "Premium". So, I've got an expensive black plastic watch. With an impossibily irritating band.