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Health Metrics data missing in the Fitbit app

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‎07-24-2021 13:16 - last edited on ‎07-27-2021 18:06 by Fitbit Moderator

‎07-24-2021 13:16 - last edited on ‎07-27-2021 18:06 by Fitbit Moderator

Purchased my Sense as a Christmas gift. It worked fine 3 months. Blamed myself not receiving health metrics, sleep score etc. finally called support and was told they were aware of software problem and we’re working on it. Called again and was told it was software problems and they were working on it.

 

Tried the chat report option. Told them my Sense must faulty and requested a replacement. Told me return where I purchased the Sense. Asked that Fitbit stand behind their one warranty. Gave me an answer that basically told me to pound salt. Then told their engineers are working 24/7 to resolve the problem. In two months, they apparently can’t fix the problem. I asked why are you advertising and selling faulty problem. He told me all Seses that are selling work. I said to replace my Sense that works. His answer No. I hate being taken for a ride for $300.

 

Moderator Edit: Clarified subject and updated label

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‎07-27-2021 18:20 - last edited on ‎02-13-2024 09:13 by Fitbit Moderator

‎07-27-2021 18:20 - last edited on ‎02-13-2024 09:13 by Fitbit Moderator

@Don2706 Welcome to the Community Forums.

Thanks for sharing these details and your interaction with our Support team. I understand how you're feeling about not having the Health Metrics data synced correctly and appreciate your efforts while working on this matter. As you were told, our team is aware of this situation and they're working to identify a resolution soon. I'm sorry you're going through this experience and while there isn't a time frame for the fix, your feedback will be passed along so our team can be informed of this situation. Because you already have a case created, please follow up with your email case should you have any further questions about your case.

See you around.

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