My Fitbit is rubbish and the customer support is even worse

[Gah2]

I've had my Sense for a while now and it's been terrible the whole time. It regularly fails to sync with my phone - I've had to restart the Sense twice already this week - and it pretty much never makes a connection when I'm trying to use Spotify on it - either that or it just cuts out regularly.

It really is an awful bit of kit and I would advise against anyone getting one.

I've tried to make a compaint twice via Chat - the first time the rep told me to do something to fix it, and said it should be OK from then on (but it wasn't) and the second said there's no complaints department and I have to come on here to get any sort of feedback!

At the bare minimum I'd expect my Sense to be able to smoothly communicate with my phone without me having to manually intervene all the time - all my other tech syncs with my phone no problem at all.

Unfortunately (thanks to the first customer services rep) I'm now well passed the 45-day returns period so there's no way for me to get a refund so I can buy a product that does the job. I'm certainly never buying a Fitbit product again - I had one years ago and binned it off because it was rubbish, but I figured they would be better now they're owned by Google. No such luck. What a waste of money.

Has anyone else had ongoing problems with their Sense or is it just me? Is there a foolproof way to fix it?

[Guy_]

Hi @Gah2 - actually as you are keeping it I would look at the telephone and it's settings as a potential cause. My Sense works fine all the time with a Samsung S9+, so it is more likely not a watch issue, unless you have a faulty watch which can always be possible.

While there can be issues with syncing occasionally they are not generally common unless something is wrong, and often restarting the phone and watch reestablishes things.

While the watch connects by Bluetooth, the Fitbit App does the setup and management so this is not like other Bluetooth devices that pair with the phone, this one pairs with the app.

If the App or Bluetooth is being shutdown by battery saving on the phone it will cause problems of syncing.

[DeniseEd]

I've had my Fitbit Sense since the day it was released in Canada - 2yrs now.  And it hasn't worked properly since it was 4 months old.  Always an issue.  Didn't matter what phone I owned/had it connected to.  It worked perfectly right away and then issues started to arise.   After getting bought out by Google and releasing the Sense 2 it HAS NEVER WORKED PROPERLY more than a few days a month.  It honestly is the worse thing they have ever released, customer service is ZERO help & NONE of the problem solving tips work.  They are always having new updates which effect almost everything about my watch.  The worse is the connection to phone (my phone can be right beside it and it won't stay connected) and sleep stages.  As soon as I find a tracker that has all the simple things I want, this one is gone.  It is an OVERPRICED watch with step counter (when that even works properly) I don't advise anyone to ever invest in the SENSE.  I will NEVER invest in a FitBit again.  This is my first personal watch by them and my last.  My daughter's fell Inspire fell apart after warranty.