Having trouble with setup

[Kajones104]

I received my Sense on Tuesday and it’s been the worst experience. Every time I set it up it went back to the initial set up screen. I contacted support and to be honest I have never dealt with such terrible service. I could rant on but since you’re here you probably know how terrible it is. 

They would not ship out a replacement without first getting it returned (not even to put a hold on my card) so now I’m just returning it.

After reading some of the reviews on here, I think holding off is the best choice anyway. Maybe if Google gets to buy them things will get better but I don’t want to spend such a large sum of money on something that is backed by a terrible support team. 

Really disappointed. 

Moderator Edit: Clarified subject

[jinks]

It's why I buy from the big online store whose name begins with an A. My first Fitbit had a nasty red tint on the screen, so I complained and they sent another one out that arrived the next day.

Although the new one had a slightly imperfect screen too... 😕

[TomG01]

I've had the same issue. I complete set up and it will stay on the white fitbit logo. If I minimize the app, it'll switch from the white fitbit logo back to the download app screen. It's been very frustrating. I contacted customer support on Tuesday and they said that they would elevate it and that they would contact me.....I've heard nothing since then.

[TomG01]

I normally do that as well, but in order to get my 20% discount from my insurance provider I had to order directly from Fitbit.

[Kajones104]

Are you using an iPhone or Android? 

[TomG01]

I tried using both an iPhone and an Android phone, same results for both.

[Kajones104]

Well there goes my theory it was just my iPhone being picky! If you think of it, please update me if you have any response from them. I’m returning mine today and debating going back to my Apple Watch at this point. 

[TomG01]

I'll let you know if I hear anything. I tried to do a chat with support, but it looks like that isn't working today either.

[TomG01]

Finally heard from customer support this morning. They emailed me asking for a picture of the Sense stuck on the fitbit logo screen on a piece of paper with the case number written on it. It's not much of an update, but it's something.

[TomG01]

Did you get any resolution for your problem with your Sense?