Haven't received updates from Sense case

[scaddenp]

I raised a support problem with fitbit in beginning of Dec. (Afib notifications not turning on - a problem noted by many others and not just on Sense). After much work culminating with video of the problem, they acknowledged it was a problem, not user error,  and escalated. The last communication was dec 7

"We appreciate you for doing a follow up. Thank you for your efforts troubleshooting this issue.
We've forwarded your case to one of our higher levels of support and once we have an update we'll get back to you."

After a month or so of silence - hey its Christmas, I was prepared for patience - I contacted again so see if any progress. You know, hope springs eternal.

The response was:
"Thanks for contacting Fitbit Support. It’s been a little while since we heard from you, so we closed your case."

I mean what????? You didnt bug us so we closed. Or is it more case of "we arent actually interested in fixing any bugs so take a hint"

Any point do you think in contacting them again?

Moderator Edit: Clarified subject and personal info removed

[Clove6060]

I think you know the answer. 

[LizzyFitbit · Accepted solution]

Hi there, @scaddenp and @Clove6060.

@scaddenp Thanks for the detailed information, and the time taken to contact our Support team. This isn't the type of experience that we want you to have, and I'm sorry for this inconvenience. Given this situation, I've requested a new case on your behalf and forwarded your post so our team can provide you with further an update about your inquiry.

Your feedback is appreciated and please know we'll keep working to improve our services.

[scaddenp]

Thank you Lizzie. I have received the email and I am relieved that the team is still working on it.

[LizzyFitbit]

@scaddenp It's good to see you here.

You're welcome! I'm glad you received an email from them and thanks for sharing your feedback. If you have any other question about your case, please reply back so our team can provide you with more information. See you around.

[scaddenp]

Thanks to this post here: https://community.fitbit.com/t5/Sense/Can-t-enable-AFib-on-my-Sense/m-p/5314894#M62528

I have managed to get the notifications to work - so in the end it was my error, but in my defense, there was no indication that only the top part was scrollable.

[LizzyFitbit]

Hi there, @scaddenp.

Thanks for sharing the steps that worked for you. I'm glad you sorted this out and I'm sure your post will help other members experiencing similar issues.

If you have time, check out our Health & Wellness board where you can share your story, meet people and create new topics. Happy stepping!