I have been using Fitbit products for a long time and was excited to get the Sense for Christmas. Incredibly disappointing, there is a known heart rate issue which Fitbit has been looking to fix for a long time but hasn't released any communication on the problem (and bizarrely they are still selling the Sense when they know it doesn't work properly). As an example, I was doing a spin class yesterday and half way through the class my heart rate was showing at 80 for the majority of the class and then suddenly shot up to 170 when I got off the bike. What is the point of this very expensive product if it doesn't work - stop selling it until you have fixed it! I tried to log my frustrations with Fitbit and have pasted their very unhelpful advice below. Incredibly disappointed with Fitbit and will never use them again in the future.
James Q:Thanks for the summary. I'm reviewing your issue now and will be right back.
James Q:I am glad to help with your Sense rebooting inquiry.
James Q:Hello Amy, I know the chat just started and I need to make sure we are connected. Please send me a message within the next two minutes. Otherwise, the chat will close.
Me:hi James
Me:Yes chat is working
James Q:Thanks for replying and for the steps you have tried.
James Q:Is the watch still rebooting after the steps you have tried?
Me:Yes, it is still rebooting - it seems to be daily at the moment
James Q:Thanks for the steps you have tried. If you press the side button because of your arm movement, the watch might reboot. Wearing it a bit upwards might help.
Me:It has done it whilst I've not been wearing it
James Q:Our apologies for this, and our team is still working on an update for the watch system. We will use your feedback to improve our services, and thanks for reaching out to us.
Me:Are the team still working on a fix for the Sense heart rate accuracy?
James Q:Yes, our team is also working to include that one in the next update. We cannot promise a time frame yet, but we are working to release it as soon as possible.
James Q:At the end of this chat, you are going to receive a survey asking you to rate this interaction. All your feedback will be appreciated.
Me:It has been a long time and I have to say that I am really disappointed at the lack of communication from Fitbit on this issue - I spent a lot of money on this watch and it doesn't do what it is supposed to do
Me:It feels like a waste of money and there's been no offer to replace the watch or any compensation whatsover
James Q:We will do our hardest to improve how it works, but remember these are fitness devices: we never promised technical or medical accuracy or consistency. Thank you for reaching out to us.
James Q:What else can I help you with in the meantime?
James Q:Hi Amy, I am going to close this chat. Please reopen a new chat or visit help.fitbit.com. Thanks for contacting Fitbit.
