Fitbit ended live chat themselves re: known HR issues - simply unacceptable, Recall the Sense!

[hwally]

I've just been onto fitbit chat (for the 4th time in 4 months) to address the horrific HR issue which they confirmed they knew about months ago and are apparently working on to fix. 

For those with new senses I urge you to return yours back immediately !!!

Fitbit have acknowledged a major HR issue which aligns with the inconsistencies and where it struggles to read HR on workouts and similar activities, often being below fat burn zones which impacts all of your metrics such as calorie's burnt etc. 

My live chat agent ended the chat without concluding on anything at all, I hadn't even finished speaking with them. 

I asked basic questions such as

when will this issue be fixed?

They provided no update just simply, apparently, added me to a mailing list that they are supposedly going to email more on the issue.   

according to them it is being dealt with higher level of support - no idea what this means.

I asked if they provide a versa 3 as a replacement - they used to be very good on faulty devices and providing new watches.  

No reply 

I asked more questions around when i should be provided with an update - the agent ended the live chat. Fitbit need to sort this out. I've been with fitbit for 6+ years and never received such horrendous feedback and poor responses from their support team - simply they are hiding under a massive issue with their flagship model and do not want this to be known! I reluctantly will be moving to Garmin or Apple

[LZeeW]

@hwally   I understand your frustration with the Sense heart rate issues.  I suspect (and hope) the heart rate issues can be fixed with a firmware update.  To be fair to the support techs, they don't know when an update will be released.  We all learn at the same time, that is, when Fitbit announces the release of a firmware update.  I'm not excusing the support tech's behavior.  

Switching to a Versa 3 won't solve the issue.  They use the same HR sensor.