My experience with Fitbit Sense and the Customer Service

[Mishb233]

I would like to share my experiences with a Fitbit sense.

I purchased my sense in December 2020 having previously had a versa which had no issues. 

A few months later it completely and suddenly stopped working and Fitbit agreed to replace under warranty.

A few months go by and I start to realise the heart rate monitor isn’t working as well as it should, again Fitbit replace under warranty.

The latest sense replacement arrived just two days ago. I now discover it won’t charge! Bear in mind I have two charging cables for the sense due to the number of replacements. Neither help in charging the sense and I’ve tried multiple charging ports. 3 days prior these same charging cables and ports successfully charged the previous sense no problems at all.

Contacted Fitbit again today and they are willing to offer another replacement. I’ve advised this is unacceptable as within less than a year they’ve replaced it twice under warranty and I would like my money back. It’s been escalated to a higher support team but I’m not holding my breath. I definitely won’t be purchasing or recommending Fitbit to anyone anymore. 

I will await a response from the higher support team.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Mishb233. Welcome to the Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration.

As you mentioned, please note that your case was forwarded to our higher tier of support for further checking. Someone will be in contact with you soon as they have the resolution for this inconvenience. It seems that our Support Team has exhausted all troubleshooting steps availed for this issue, so there's nothing left we here in the community can suggest. 

Thanks for your understanding. Have a nice day!

[Mishb233]

I mean pretty much the response I expected from such an immoral company. 

[Phoebus77]

Over the years I've had problems with them, my surge, Ionic and now my Sense but I would have been happy to get a replacement.  Technology does not always work.  Immoral is when they don't stand by the product and replace defective items.

[Phoebus77]

I'm sorry they are now owned by Google, they may be immoral.

[Mishb233]

I too had previously been happy with a replacement. However, 3 times in less than a year through no fault of mine is a complete joke.  

[Nate.....]

I hear ya and and empathize also. I really hope you get it resolved satisfactorily. That would be a real concession to know someone was treated professionally.