Fitbit Sense won't charge

[Razorgirl88]

So I see some other people have posted on this problem.  I ordered my Fitbit Sense on January 7, 2021, directly from Fitbit.  There were some shipping issues and I finally got it at the end of January.  Since receiving it, I have had intermittent charging issues.  Sometimes this is resolved by cleaning the connections, other times I've had to resolve it by resetting the Sense by holding down the button for 10 seconds until the Fitbit symbol shows on the face of the watch.  On a few occasions I just had to keep trying plugging it in to different sockets on my computer.  However, this time it flashed "0%" the first time I plugged it in but then never charged.  It won't reset using the button, nor will it work after cleaning the contacts or plugging it into different sockets.  I haven't even owned this 4 months yet and I'm really frustrated with this problem. I keep my software up to date and don't know what else to do.

Moderator edit: subject for clarity

[JohnnyGatt]

Crazy update... So I contacted support using the app about the dead battery in my 24 month old sence yep a full 12 months out of warranty! The battery says it too cold to change.. it's summer here in Australia! Anyway the support person was real nice and they are replacing my sence that is a full 12 months out of warranty due to faulty battery. Note I had never used my free premium membership till a week ago and don't know if support went the extra mile due to me being on premium? But I have a new sence on its way that I might just sell. I got a charge 5 that I use for clients at the gym and I kinda like it more as its not in the way when doing pushups and other wrist angles exercises.

Yes I also went through so many batterie changes on the sence that I had 5 new ones ready to go. All die at a month or so due to pins getting stuck from a normal amount of oil and grime on the watch when placing it on charge. It's just a bad design but you can get a pack of 3 for under $5 each so it's not worth trying to fix them! If you contact support through the app and be nice they may help you too being a premium member might also help. With my charge 5 I got from Harvey Norman in Australia they offer a 4 years replacement for $40 i used it to replace my Microsoft band to a Fitbit charge 1 the blaze then iconic all at no cost all die in under 2 years but I got the sense as a gift with no extra warranty so happy Fitbit support helped me out! Yes something is wrong with the changer but use support and hopefully they will help you too.

[Guy_]

HI @JohnnyGatt - Thanks for the useful information. Checked the warranty duration and it seems that Australia may be 2 years or more, if it does not perform to it's expected life for normal use, so that is why you got a replacement under warranty.

In America it is 1 year and Europe 2 years, it seems that Australia has better protection, a good starting point for consumer law. And good you got the replacement.

Premium has no effect on warranty - it is a completely separate business deal.  EG. Fitbit may refund a watch but won't refund the Premium.

[ginagperry]

This is ridiculous!!!

 

[ginagperry]

I was told I would receive an email today from a Fitbit manager. This is what I got...

 I AM FURIOUS!!!! 

[LizzyFitbit]

Hi everyone.

Thanks for the details provided, as well as the steps tried prior to posting. I apologize for the experience that you've had with your Sense and appreciate your feedback. Our team constantly works to improve our devices and services, and the input we receive from our members is a big part of the process.

I wanted to inform you that I'm going to close this thread from further comments. If the issue persists after exhausting the troubleshooting from our help article, please contact our Support team so they can continue assisting you with this matter. They're available via chat and phone, just click here to get connected with them.