My experience with Fitbit Sense and Customer Service

[Thunderspice]

I regret not viewing this site sooner..

My fitbit face just popped off, and the support crew did nothing to help. After exploring these forms, I discovered over 34 other people with the same issues, and 33 individuals who had the item replaced, more than once!  AND 14 people who had this issue come up days or months after the warranty expired. I honestly wish I knew this, as I would not have invested $300 in an item that seldom lasts beyond a year for consumers. Fitbit should be ashamed of itself for selling faulty products and not providing adequate replacements to people, especially since these items are all having the same defect/issues. Quality control clearly is non-existent with this company.  

Before the face popped off, the watch wasn't holding a charge, and overheating. I should have realised it was going to kill itself, just didn't expect it to jack in the box on me.. Such a disappointment 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Thunderspice. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

[SamanthaB293]

---

@MarreFitbit wrote:

Hi there, @Thunderspice. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please feel free to reach out to our Support Team once again if you have any further questions or concerns regarding the outcome of your case. Since you have reported this matter to our team, please note there's nothing left we here in the community can suggest other than reaching out to our team again. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

---

Seriously? You think submitting a TEMPLATE comment about contacting customer service is appropriate here? Did you even read the post? they're not asking for help anymore.. they're venting. As they should be.

[katyadc]

Yeah I'm in the same space.  I bought my Sense 2 Jan 2 of 2022.  On March 29th 2023, the top just started popping off.  I tried to tape it down in the mean time, but it eventually just popped off again and then disconnected itself from the actual display so now it's completely useless unless I just carry my phone around everywhere. I posted to Twitter about it, heard from a customer service rep who asked for a pic, and they've been ignoring me ever since. 

Same deal though, just a couple of short months after the warranty expired... useless.   I wonder if this is a bigger issue than they want to let on, because people are complaining about it all over.  I am not sure how anyone can recommend one of these things now.  I need a new watch and I followed my Pebble to Fitbit, but eeesh. 

EDIT: Ah yes, they did tell me that "boo hoo we're sowwy we can't help you, but here's 35 percent off another one of our watches which will probably also break within a year" coupon.

[fix_it]

Am I understanding the warranty correctly?

FitBit will send me unlimited replacements, one after another, as long as they each break - one after another - within one year of the first one I bought?

So..

1. I buy FitBit Sense #1 on January 1, 2023.
2. FitBit Sense #1 breaks on June 30, 2023.  I am sent FitBit Sense #2 under warranty on July 1, 2023.
3. FitBit Sense #2 breaks on January 2, 2024.

FitBit Sense #2 is out of warranty?

[Thunderspice]

100% a defect in their product. I thought about writing to the CEO regarding all the info I gathered, but I'm sure he must be aware at this point. Over 40 people who were able to get the Sense replaced had to do so more than once, some got it replaced up to 4 times, but then the Fitbit support stopped allowing users to restart their warranty, so that number started to go down, but generally, even the individuals who got it replaced, had the new ones break again too. It's pretty disappointing that the quality control team doesn't assure consumers that these issues are fixed on their end. Like if you have a Samsung phone and it breaks, the new one they provide to you, will go through more vigorous testing than your initial phone, to ensure it is of good quality. Based on the research I've done, and uncovering how common of an issue this is, I would have expected a replacement to be issued. Being offered a discount that can’t even be returned, makes me question whether fitbit even stands by its own products because it certainly seems like they don't care about their products. I can’t wholeheartedly trust a company that doesn’t investigate these issues when they are clearly not just occasionally occurring, but recurring and now viewed as known defects to the customer base. After investing over $300 in a device, I would have expected it to last me several years. I've considered filing a dispute with my bank to get the charges reversed as Fitbit is knowingly selling defective products. It's interesting the frequency of people having the top pop off just after the 1-year mark, makes me think that planned obsolescence is a factor here. I'm sorry you had to go through this too... Sucks wasting money.

[Thunderspice]

Thank you. 

I read some of your comments about the sleep schedule not working consistently. Those problems began on my sense 8 months in, and around the 12 month mark, the charger began overheating and charge wasn't holding, then the face popped off after the year mark.. Hoping yours doesn't go through the same known cycle, but if it is, I'm sorry that you too have to go through this. 

[fix_it]

Dear FitBit,

What am I supposed to do with 2 defective devices?  The screen isn't cracked or anything hard to replace.

Why don't you give us the option to send you these defective devices, and you can re-attach them and send them back to us?  It would probably take the technician less than 10 minutes.

Make sense? That's the eco-friendly thing to do.

It's like buying a coupe from Toyota where the roof just comes off.  It became a convertible, without my wanting it to. 🙂  Then Toyota says "we can't fix the broken roof but you can buy a whole new car".

[Thunderspice]

Correct. However, I did read multiple complaints filed with the better business Bureau where individuals were put off by customer service,for weeks-months until just after their warranty expired and then were told they were not allowed to get a replacement because it was no longer under warranty smh. So if you're under warranty push for it yo get fixed and if they delay communications  get the bureau involved. 

[fix_it]

I could do it myself, but that's not what I signed up or pay for.

Let's all say "Fix It!" to FitBit.  It's a whole lot better than "Trash it" isn't it?

[fix_it]

The first place I plan to involve is Costco!  They usually have good service, so FitBit can answer to them about their whacko policies.

[kimegatron]

Not even kidding, I am so pissed!  Within one year(of my warranty) I had 2 replacements, which means I had 3 Fitbits in 1 year. My warranty was up in November, and my screen JUST now popped off AGAIN. I'm sol now and I'm angry that this trash keeps getting sold for hope expensive it is!  All I can do is I guess try to super glue it, but I'm so mad, I can't even get another replacement. This Fitbit device is garbage. I am charging my old HR 2 now. Such bull

[Thunderspice]

I've thought about using glue on mine too.. But based on what I read, when users try that, it is a temp fix, and the sensors stop working shortly after. I would reach out to your credit card company and file a complaint and try to get a chargeback, since the replacement device broke within a year of receiving it, some credit companies can issue a chargeback in cases like this. wishing you luck.. In the meantime, I'm on the hunt for a real reputable smart watch company.. 

[Nonaz]

She's perfectly within her rights to come to the forum and share her experience. Stop trying to silence people. And by the way why did YOU change the title? 

[kimegatron]

I will try to see if we can dispute it, but I honestly doubt it. We bought them at best buy November 2021. And it figures, his has had no issues. With this last replacement that totally failed me(literally right before the warranty) I never once got it wet and the majority of the time didn't even sleep with it. I was super careful!  Then I'm sitting here typing at work and it just pops right off. I looked up adhesives and am going to try them T7000 cell phone adhesive and try not to mess it up😭

[fix_it]

I'm a last time customer of this company.  Hopefully others are too.

Otherwise we won't make a dent in their policies and they'll keep on selling defective stuff and not stand behind what they sell.

[fix_it]

It's just unfair, even dumb, for an old warranty to apply to a new product.

[fix_it]

Here is what the warranty says:

LIMITED PRODUCT WARRANTY FOR NEW PRODUCTS

Fitbit warrants to the original purchaser that your Fitbit-branded device and accessories that are new (the "New Product(s)") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is two (2) years from the date of purchase (the "New Product Warranty Period").

LIMITED PRODUCT WARRANTY FOR REFURBISHED PRODUCTS

Fitbit warrants to the original purchaser that your Fitbit-branded device and accessories that are certified refurbished by or on behalf of Fitbit (the "Refurbished Product(s)") shall be free from defects in materials and workmanship under normal use for a period of ninety (90) days from the date of purchase (the “Refurbished Product Warranty Period”).

The New Products and Refurbished Products shall be collectively referred to herein as the “Product(s)”. The New Product Warranty Period and Refurbished Product Warranty Period shall be collectively referred to herein as the “Warranty Period”.

Is a new replacement device, sent directly by FitBit, considered a refurbished device?

FitBit, did you send me a refurbished device the first time under warranty, instead of a new device?

[kimegatron]

Ohhh I wonder if both of my replacements were refurbished now too?!  They sent only the actual device in like a little bag inside of a mail carrier, so I have no idea

[fix_it]

I didn't "purchase" the replacement device because it came directly from your company, the device's manufacturer!

What you need to do is send me a new receipt for the new replacement device that was sent to me.  That way the warranty can apply to the new device, which came directly from the manufacturer of the stupid thing.