Fitbit Sense stuck on White Fitbit logo

[TomG01]

Received my new Sense today, and happily placed it on the charger.

I waited for it to be fully charged before going through the set up.

After I finish the set up through the Android Fitbit App, the Sense is stuck on the white Fitbit logo.

I've tried restarting the device, uninstalling  and reinstalling the app, removing the device and then adding it again. 

I'm at a loss as to what to do next. 

[TomG01]

Tried setting up the Sense using an iPhone and it's still stuck on the white Fitbit logo

[SunsetRunner]

I am also having this problem. I was just in an online conversation with with Fitbit help. She was most unhelpful! Kept telling me I needed to try on a different device even though I had already told her that I had done that. She sent me an email with steps to follow to try to set it up. As I was typing my response, she cut me off!  I was trying to tell her I had already tried her steps numerous times and I wanted a replacement Sense mailed to me as the one I have if obviously flawed. I'm pretty sure she didn't know what to do and that is why she hung up on me. Unacceptable and so rude, especially as expensive as the Sense is. The app worked on my phone with my previous device, Ionic, so that is bull**ahem**!

[SunsetRunner]

Mine wouldn't work on my son's phone either.

[TomG01]

I did a live chat with a service representative for about 35 minutes. He directed me to do all of the steps that I'd already tried multiple times. At the end of it I was told that he would elevate it to more senior reps and that they would email me...

Pretty much leaves me thinking that it's defective and needs to be replaced, but they don't want to say that just yet. 

[mylilgirl1229]

I also have the same issue. Call and got told that they had to send it to higher up person and I would get an email. I havent gotten anything yet. 

[TomG01]

I hope that you've had better luck than I've had. It's been over 24 hours since I contacted customer support, and I haven't heard anything back as of yet.

This is my first Fitbit, and the experience has been less than great so far.

[mylilgirl1229]

No i haven't hand any luck. Its been the same here 24 hours all I have gotten is them to be sending in ticket to somewhere. I haven't heard anything. 

[TomG01]

Well it's been 3 days, and I've yet to hear anything from customer support regarding my Sense problem.

At this point I have an expensive paperweight or bracelet. 

[mylilgirl1229]

Same here. I called again yesterday and they said that they would send me an email in 24 to 48 hours but that's what they said 2 days ago and I having gotten any thing from them. 

[TomG01]

I received an email from customer support this morning. They requested a picture of my Sense stuck on the logo screen, on a paper with the case number that they had given me. 

[mylilgirl1229]

I have the response but for me to do factory reset of the device which I have done many times with no change. I have also sent them photo of the fitbit Sense on white paper with cases number. Hoping that they get back to me soon. I have been doing this for 5 days. 

Thanks for letting me know where you are at in this process. 

[TomG01]

Sounds like you're a bit further along in the process than I am. This is the first time that they have contacted me since Tuesday.

[TomG01]

I tried setting up my Sense again today, using the updated Android Fitbit app, same results. =/

[mylilgirl1229]

Me too. I try couple times through out day and get same thing. I have also followed their instructions for factory resetting fitbit and still get same results. Very frustrating due to this being my birthday gift and cant even use it. Wish we would get more help from customers service. 

[TomG01]

I'm sorry, I understand your frustration. I've had the device for a week and I can't use it. I'm sure that customer support is swamped, but if the units are defective, tell us to ship them back for replacements or that they are working on a fix. Saying nothing to us only makes the situation worse.

[TomG01]

18 days after getting my Sense, and I'm no closer to having it be functional. Only one replay from customer support to give me a case number, and that was on October 3rd. I've tried the set up again, with both of the fitbit app updates, and it didn't make a difference.

[mylilgirl1229]

I am in same boat. Going on 2 weeks and all I get is we are working on things thanks for your patient. 

[LoWang]

I am having the same problem. Have a case # but that's the extent of the support that I've gotten. Have called three times already and each time they tell me something different to expect within their support (will be hearing in one hr, will be getting an email within 24-48 hrs, it's being worked, etc), Pretty sure the unit itself is bad and will need to be replaced, which makes the make even more painful. 

[TomG01]

Yep I agree. I've had the unit for 4 weeks as of today, and I've only been contacted by support one time, just to give me the case number and request a picture. Since then, I've heard nothing back from customer support. When I contacted them for a chat, they would only tell me that yes I have a case number assigned, and that they would contact me when there was an update. I've never had this kind of lack of support/response from any company regarding their product.