My experience with Sense and Customer Service

[eebusch]

I bought a Fitbit sense in November 2021. In July 2022 just stopped working and I had  over 50% charge on the watch. It’s just started to vibrate every 10seconds and the Fitbit logo appears then goes off. I tried to reset and reboot but nothing is worked. Since it was still under warranty Fitbit replaced it after troubleshooting did not work. In February 2023 the exact same thing happened to my replacement sense. Since it was no longer under warranty Fitbit would not replace. The only thing they offered was a coupon for 35% a new watch. I am extremely frustrated with my experience with Fitbit. After looking through the forum, it appears that multiple people have had this issue with  their sense and considering this happened to me twice ~7 months after having a new sense it seems that there is malfunction with the product itself. Thus I will not be spending more money on a new watch only to have it break in another 7 months, that would be a complete waste of money. When people spend over $300 on watch they expect it work for more than a year. I am extremely disappointed in Fitbit and their product and will not be a Fitbit costumer again. 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @eebusch. Welcome to the forums. Thanks for the details provided in your post about the issue with your Sense. 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.

[Bk16]

100%! I had the same issues and have had many Fitbits. Unfortunately this is my last since they only seem to last 2 years and then something goes wrong and need to buy a replacement! The sad thing is I love my Fitbit until I don’t. I think I will move to an Apple Watch now. 

[Philip.Milsom]

I have come to the conclusion that the developers build in some sort of kill switch in the firmware to make you buy a new one every year or 2. I have the Sense and have had it for just over a year and it has been a constant pain, almost all the features other than core are disabled to get any battery life and the charger is so delicate it almost needs to be wrapped in cotton wool to keep it working - my latest charger has just started to pay up so that would have the 4th charger in under 2 years. Now out of the blue the battery life is hopeless and needs to be charged up every day even with almost every feature disabled. Support advised me to turn it off and turn it back on again - if you can believe that - really poor. I have also read it is not water resistant at all - have no proof but try to avoid even getting it wet in the rain based on some of the customer feedback I have read. I have decided to stop throwing away money on this lemon and find an alternative - as I pay for premium as well should be able to pay for a new unit with the savings in under a year. Buy a product from this company at your peril.