How do I contact Support team about Sense?

[asmallscientist]

My versa 2 broke so I got a discount voucher for a new device and so I bought a Sense. I tested it for a while but unfortunately decided I am not a fan. It is overrated for the price, uncomfortable on my wrist and the touch-sensitive button is in the most ridiculous place (it is constantly activating itself and pausing my workouts!). So I want to return it (but they will probably say I can't for some reason!). 

How on earth do I get through to customer services? They used to have a web chat which was great. Now I can't even find a telephone number that works in my country (UK). The customer help page I keep getting directed to is in dutch. SO infuriating! 

Moderator Edit: Clarified subject and word choice

[Odyssey13 · Accepted solution]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.

UK: call 0800 069 8505

[Roniqua29]

The sense is hands down the worst thing they have ever created. It’s inaccurate. I haven’t had it a year and already had to get a replacement because the battery wouldn’t charge. I charged mine to 100% last night and woke up to it not syncing and some reason it’s at 31%. I would love to go back to a versa but they will not help or offer any assistance. The sense freaking sucks. 

[LizzyFitbit]

Hi there, @asmallscientist and @Roniqua29. @Odyssey13 Thanks for stopping by to help our members.

@asmallscientist Thanks for bringing this to our attention, as well as sharing your feedback about your experience with Fitbit. I'm sorry the Sense didn't work for you and if you've not done so, please check @Odyssey13's post and try getting in touch with our Support team with the UK phone number. You can also try using this link to open a chat session.

@Roniqua29 I'm sorry the battery isn't working correctly. I understand where you're coming from as this isn't the experience that we want you to have and please know your feedback will be passed along so we can work on our products, as well as improve their performance. While currently Fitbit doesn't provide downgrades or exchanges to a different product, I'd recommend contacting our Support team one more time so see if there is anything else they can do to bring you back on track. Please click here to get connected with them via chat or phone.

See you around.

[Joyousdido]

i too have had to have the battery replaced on my Sense.  Once in January and I just got off the phone and another battery is to be sent to me, as the original did not charge.  I have had excellent customer service, and they have tried a number of trouble shooting methods in order to help me with the charging.

I do not know where you are, but her in Pittsburgh Pennsylvania, I can get in touch with a live voice on customer service very easily.

[MarkMM]

@Joyousdido The battery isn't replaceable on ANY Fitbit.

[LizzyFitbit]

Hi there, @MarkMM and thanks for your insights. Welcome on board, @Joyousdido.

@Joyousdido I'm glad you've received an excellent service from our Support team, and thanks for sharing this experience. I'm sure your post will help other members visiting the forums. If by any chance you have an issue you can always get in touch with them in order to receive further assistance. Just use the same link shared above. Happy stepping!