Fitbit Sense died after less than 1.5 years

[meganmunderhill]

After spending over $300 on the Fitbit Sense less than a year and a half ago, my tracker completely died, and the best Fitbit could do was offer me 35% off a new device. When I tried to reach support to discuss this meager offer, I was told they would transfer me to a supervisor and then I got disconnected. I am utterly unimpressed with Fitbit’s customer service on this issue. Unless they offer me a better solution I will be taking my business elsewhere.

[Clove6060]

You won’t be getting a better solution.

If you’re over 12 months (or 2 yrs depending on location) you are out of warranty. 

[Guy_]

Hi @meganmunderhill  - when you say your watch died, what were the symptoms?

On the off chance it is only a cleaning issue or a faulty charger which causes the battery to not charge, quite a common occurrence, see instructions in How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

If it does charge and hasn't got wet did you also try a factory reset procedure?

[meganmunderhill]

I did clean all the contact points on the back of the tracker and tried a different charger (my mom also has a Sense) to no avail. It won’t charge so a factory reset doesn’t work. The Sense is supposed to be water resistant to 50 meters so getting wet should not affect its performance. I went through all the troubleshooting with their customer service. No, I think it’s well and truly dead. I’m just very disappointed that after only a year and a half of use they would only offer me a 35% discount on a new device.

[Guy_]

@meganmunderhill  - Sorry we can't get it working. The only thing left to try is a more aggressive cleaning of the contact points on the watch.

[CrazyDingo4]

I'm dealing with the same thing. I love Fitbit and have had 3 other watches in the past and the aria scale. I've only had the sense since Dec 2020 and it is dead. All they said the can do is 35%. I'm very disappointed. Considering moving on from Fitbit now.

[meganmunderhill]

That is exactly the same month I purchased mine….I wonder if there is some kind of flaw in this model produced around the same time…? If so, even more reason for them to offer a better solution. Are you listening FitBit customer service?

[KALLMELUCKY]

I've had my Sense for 13 months and it died last week. I did all the usual troubleshooting before calling them and was told to hold the power button for 10 seconds. A white outline of a battery with a red 0% came on screen and was told to plug it in again. They gave me hope it would come alive. But also said they'd follow up with an email offer that I could accept or not. It was for 35% off a new Fitbit. After spending $400 for the Sense, why would I give Fitbit another dime for a product that barely lasted a year. I don't understand why I can't have it repaired somewhere. A $400 watch shouldn't be disposable. I've never gotten it wet, nor did I wear it everyday. 

[Guy_]

Hi @KALLMELUCKY  - have a look at How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[KALLMELUCKY]

Thanks Guy. I gave it a really thorough cleaning last night and left it charging overnight. But it was still at 0% this morning. 

[Clove6060]

Bought mine in same period 11/3/20. It’s still working fine (knock on wood). Battery still draining around 18% every 24 hrs. Using calls, outlook, mail, and texts. Pretty heavy use during the week. Never gotten wet, only perspiration.  Used all the tricks to reduce power. If it goes, I’ll probably switch to apple as whole family has those and It will reduce my learning curve on watch and app. Not that my experience has been poor with Fitbit, I just like to tinker with new devices. 

[Guy_]

@KALLMELUCKY  - did you inspect the charge cable, especially the 4 pins need to be the same height? And did you try a PC as a power source?

[KALLMELUCKY]

I did try plugging it into my laptop and still nothing. Last night I got
more gunk off the pins than my previous attempt. I used a toothbrush to
flick the dirt off the pins and the backside of the watch. But now that I
look really closely at the pins, the bottom left one is not quite the same
height. It's definitely a little depressed. I can feel the difference when
I run my fingers over it. So that could be the issue! TY for your help &
perseverance. I'll have to find another charger and see if that works. I'll
report back 😊

[Jazzgirl88]

My new Sense died in less than two months and it is taking many weeks to receive my replacement! (still not here) Terrible customer service! 😢

[KALLMELUCKY]

Guy....it worked!! I bought a new charging cable this afternoon and within minutes the Sense came to life. It's almost 100% charged now & is syncing with my phone. Thank you so much for mentioning all the pins needed to be the same height. You are much more thorough than Fitbit Customer Service. All they asked was if I'd cleaned it with alcohol. You made my weekend! 😊

[Guy_]

Hi @Jazzgirl88  - this is most likely not a watch fault, 

If you still have your Sense did you carefully check the instructions for cleaning and checking the charge cable in How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[Sosruko]

I, too, am now the proud owner of a dead Sense - I bought mine only 14 months ago. Battery reported itself at 82%, buzzed a few times, then went dark. Put it on the charging cable, and it did power on/boot up. Battery showed 51%. A few seconds later, dead again (still plugged in). Did a hard reset, screen flashed 0%. Then it got really hot really fast.  Thermometer graphic flashed on the screen as I was pulling the charger cable off.

Yes, I kept it clean. No, I did not wear it while swimming, showering, or even washing dishes.

[Guy_]

Hi @Sosruko - thanks for the diagnostic of what happened from which it sounds like an internal fault, possibly due to sweat breaking through the seals and causing internal damage. The seals can be relatively poor on some watches in adverse conditions, such as excessive heat.

If you don't live in a country with 2 year warranty and like your watch you may find another Sense on offer these days. Don't pay extra than that for a watch, as the more expensive watches currently don't have some features that are found on the Sense.

[Sosruko]

I live in Minnesota - we have the opposite of “excessive heat” conditions. 

I did like the Sense, but I don’t like that this seams like a common problem. I’m hesitant to pay $250 for another watch that only lasts 13 to 18 months. 

[Rebecks_cc]

Unfortunately, you're not alone. I've now had 2 Fitbit watches die in the 12 to 24 month range. Same circumstance; blank screen, won't charge, doesn't factory reset. The second one was purchased with that 35% code offered to me but it doesn't make sense for me to continue with the Fitbit line if this is the quality I can expect.