Fitbit Sense not charging

[txgaryl]

Just got my Fitbit Sense from Amazon 2 weeks ago, came with about 60% charge.  After a few days tried to charge it with no luck.  Did a chat with Fitbit Help and they suggested cleaning the back of watch as well as charger.  After playing around and trying several USB ports it seemed to charge back to 100%.  After 5 days tried to charge again and no luck.  Cleaning made no difference this time.  Seemed to start charging but after a second charging stopped.

Called help desk again and this time they are going to send a new charging cord to me.  Hope this works as I am very disappointed in the product so far.  When the watch was working I liked the features but disappointed having issues after less than 2 weeks of ownership.  Hope the new charger fixes issues.

[Marrrmaduke]

@txgaryl is there a difference i.e. it charges from USB but not outlet? Or is it random? This may be a faulty charger. As your device is under warranty, I would reach out to Customer Support again. Sorry I couldnt be of more help.

[WilsonFitbit]

Hello @txgaryl Welcome to the Community Forums! @Marrrmaduke Thanks for the input! 

@txgaryl Thank you very much for the troubleshooting steps you've followed and feedback. I was also informed by our Support Team that you have reached out to them and that they have provided assistance. I recommend updating your case if you have additional questions or inquiries about the outcome of your case. 

Have a great day! 

[txgaryl]

Thanks for your reply. Have tried numerous USB ports including ones on our
PC. Also tried USB adapter that plugs into sockets with the same
result......no charging. Talked with Support and they are mailing me a new
charger cable which hopes to fix the problem. Thanks.

[txgaryl]

No problem, help desk is sending a new charger cable which I hope fixes the issue.

[txgaryl]

Wilson - yes help desk is shipping a new charger cable to me.  I hope this fixes the problem as I like the watch and its capabilities.  Thanks for the reply. 

[Marrrmaduke]

@txgaryl Perfect! Keep us posted if your issue got successfully resolved. 🙂

[WilsonFitbit]

@txgaryl Thanks for the update! 

I hope you can receive your new charging cable soon so you can continue tracking towards your fitness goals! 

Keep me posted. 

[txgaryl]

Got my new charger cable 2 weeks but waited to post results.  So far I have been able to charge my Sense 2 twice with no issues.  It seems like the new charger cable fixed my issue and resolved my problems.  Happy to report this as I like the watch itself and the features. Hope no future problems crop up.

Given the number of folks who report a similar issue seems like there is a quality control problem with the charger cables being sent with new watches.  Too bad as this may turn folks off from the watch itself.  Thanks for all of the replies with hints and suggestions.

[WilsonFitbit]

@txgaryl it's great to know that the new charging cable helped to solve the inconvenience! 

I appreciate the feedback and comments! Our team is always working to enhance your experience with the Sense and your feedback is a big part of that process. It also helps to continue working on improvements to our services and products. 

Have a great day!