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Feedback - problems with 3 different Sense

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‎04-13-2021 19:00 - last edited on ‎04-17-2021 05:46 by Fitbit Moderator

‎04-13-2021 19:00 - last edited on ‎04-17-2021 05:46 by Fitbit Moderator

I’m so disappointed! I did my research and decided to go with the Fitbit Sense over Apple products. I placed my order in December and received my Sense in January. Two months later my Sense stopped working. It wouldn’t charge or power on so I contacted support and they sent me replacement device. They told me to keep my band and charger since it wasn’t related. The replacement device came and upon set up it would not sync. So, I called support again and I requested a whole complete set up which would include charger and bands but they assured me it was just the device. I then received the second replacement device and set up was successful. Well a few days later the charge went out so I put it on the charger and AGAIN the watch would not sync or charge! You could imagine my frustration. I spent over $450 with the extended warranty and I haven’t been able to enjoy the watch. I’m actually regretting purchasing this item. It’s bad business and I’ve been more than patient but honestly I’m not a fan. Now support is telling me it’s the charger they think so I’m being overnighted a new charger. This is just bad business and customer service. When I purchase a product I expect it to work. I’ve been in the retail business for 20 years and if this was my customer and would be sending a whole new product or refund them. I’m extremely disappointed. I expected more from FitBit  

 

 

Moderator edit: subject for clarity

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1 REPLY 1

‎04-17-2021 05:45

‎04-17-2021 05:45

Hello @aziaanderson. Welcome to the community forums. 

 

Thank you for the detailed information and I deeply apologize for the experience. I also appreciate the time you've taken to provide your feedback and I'd like to let you know that your feedback helps to continue working on improvements to our services, since our team is always working to enhance your experience with the Sense and this is a big part of that process. 

 

At this time, I was able to confirm that you have reached out to our Support Team and they have provided assistance. If you still have questions about the outcome of your case or if the inconvenience persists, I recommend updating your case with our team and they will be able to continue assisting you. 

 

Thanks for your continued patience. 

Wilson M. | Community Moderator, Fitbit.
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