How do I get support for my in-warranty Sense?

[Ummnawal]

So I bought my sense in November 2021, by mid December 2021, it went bad. It got stuck on the Fitbit logo screen , then went dead altogether. I contacted fitbit and I got a replacement in January 2022.

In April 2022, the replacement had the same issue. I contacted fitbit , and again I got a replacement. 

Now, last week in June 2022, the 2nd replacement (3rd watch)  had the same issue. The only difference is that it is not totally dead, but stuck on the fitbit logo screen, its not syncing with the app and the restart thing isn't working. 

I contacted fitbit again, and I was told that I was out of warranty !!!.

How? this is 7 months from the purchase of the original device. Why do I have to "pay " if they keep giving me bad products. I really don't understand how this works. 

Any body experienced something similar, what do I have to do to get a working device or a refund ?

Moderator Edit: Clarified subject

[Gr4ndp4]

Hi, @Ummnawal, What's Fitbit’s return and warranty policy? provide information on the warranty. I suggest you talk to "Customer Support" again at this address,  Use the Chat or phone for a prompt response.

Cheers

[LizzyFitbit]

Hi there, @Ummnawal. @Gr4ndp4 Thanks for stopping by to help our member.

@Ummnawal Thanks for bringing this to our attention, and I'm sorry for the experience that you've had during your interaction with our team. This isn't the type of experience that we want you to have and and rest assured your feedback won't go unnoticed.

Because you have a case created, I've forwarded your post so our Support team can review your details one more time and provide you with further assistance. They'll contact you via email, please keep an open communication with them.

[83thickfit]

I got the same run around concerning my Sense purchased in January 2022. In May 2022, my watch stopped charging. I contacted customer service and was sent just a replacement face(in a plastic bag). In June 2022, my watch screen cracked, and I checked the year warranty to make sure it was covered and processed to contact customer service again. I was offered a 35% discount to purchase another 250-dollar watch because, according to Fitbit, my warranty window no longer exists! How does a less than six-month watch that "supposedly" has a one-year warranty no longer cover protection?

[Ummnawal]

Thank you @LizzyFitbit . I will await there response 

[mitcht2248]

Bought mine in Feb 2022 and like yours it died (RIP), recently received a replacement, which was a refurbished unit and it was locked on the icon screen as well and wouldn't sync. Its being shipped back and we will have to see what happens with whatever I get in return. Still dealing with my Ionic refund/recall. Have been a member/user since 2015, thinking maybe its time to look at other options 😞

[LizzyFitbit]

Hi there, @Ummnawal and @mitcht2248. Welcome on board, @83thickfit.

@Ummnawal You're welcome, and thanks for keeping me posted. I'm sure our team will help you and bring you back on track.

@83thickfit Thanks for taking the time to share these details with me. I'm sorry for this experience, and appreciate your feedback about your interaction with our Support team. Every feedback shared in the forums helps us to improve our services, and yours won't be the exception. While I don't have access to your case, I've forwarded your post so they can review your details and see what else can be done for you.

@mitcht2248 I understand where you're coming from and I'm sorry you've had this inconvenience with the Sense, and your Ionic. In regards to your case, I went ahead to check your details and it seems your case is under review. They'll continue helping you via email, so please keep an open communication with them. About your other question, check this thread or start a new interaction with our Support team to receive more updates about the refund process.

[Ummnawal]

@LizzyFitbit. so I finally received my 3rd replacement of the sense. Thank you. 
However , I have sent an e-mail to customer support yesterday seeking advice on what to do or what not to do so that this particular sense will not fail as well . I have not started using it pending a reply from them  which I am yet to receive.

Any advice on why the last 3 Fitbit sense failed and how to prevent this one from failing again will be appreciated .

Thank you 

[Gr4ndp4]

Hi, @Ummnawal, while the community (there are quite a few of us) are always ready to offer advice and help should anyone have issues with their "Sense" we are not aware of the causes of the particular problems you experienced on this occasion.

There are some issues that come up regularly and can be addressed with advice and others that seem to point to much rarer manufacturing defects, these last can only be remedied via Customer Support.

Wearables do lead a hard life, I swim daily with mine, garden and engage in the usual regular "life" activities. My "Sense" has survived for 18 months now without issue.

The advice I would give you is -

1. Keep it clean Fitbit Wear & Care I use rubbing alcohol on the back of the "Sense" with cotton wool and detail the little charge pits with a cotton bud.
2. Charge it regularly Why isn't my Fitbit device's battery charging?  and make sure the 4 pins on the charging cable are free and in good order.
3. Read the manual noting the environmental limits of operation.
4. Try and avoid impact to your device, I wear long-sleeved shirts (as I need to avoid direct sunlight on my skin) so the shirt cuff offers some protection. When swimming clockwise in a pool lane I wear it on my right wrist to avoid contact with the lane separation ropes. Your own circumstances will differ, just bear this in mind if you are engaged in high-risk activities.

I hope this is helpful.

Cheers

[Ummnawal]

Thank you . That was helpful . Eve though I don’t engage in high risk activities . Just my normal daily walks and aerobic classes , and desk job .