My experience with Sense and Customer Service

[Shekhar.sunny.7]

Team, this is known issue of sense to many users and the only remedy is 35% discount. I believe this issue is deliberately put into fitbit device.Fitbit should do something about it. As this is not case with one users. It's with fitbit community.

I have already called fitbit center and restarted fitbit many time but no luck

I am defined not going to use fitbit in future.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Shekhar.sunny.7. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Sense has stopped working. We‘re taking your comments and sentiments in regards to our products and services into consideration.

I'd like to take the time to answer (probably) your inquiry regarding why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product.

With that being said, please note our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want to offer you a discount to thank you for your loyalty to Fitbit.

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

Even though, I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

Thanks in advice! 

[D.J.B]

Hi @MarreFitbit,, as I read your response I am reminded of the tonedeafness of the compny line. Sure the warrenty is one year. Many of us buy the "top of the line" and drop $200 - $300 plus. We EXPECT the purchase to last more than 366 days. My personal experience, I have a paperweight, I mean a " Fitbit Sense" at the time was in the neighborhoood of $300. It lasted a little over a year. Seriously, I received it in about October and by December of the following year, about 14 months later, right after an update. I woke up one morning and I had a paperweigh strapped to my arm. I called CS/tech, read everything I could do to troubleshooting the issue. NOTHING. It no longer functions as designed. Stuck on the startup screen. I took great care of it. Did not shower with it on, did not wash dishes with it on. There are nearly no scratches, dings or anything. It is very disappointing after dropping that much cash the product does not last much past the warrenty period. Why reinvest?

[Shekhar.sunny.7]

Hi @MarreFitbit, thanks for your reply. This issue is deliberately added by fitbit after the fitbit app update. My sense is able to charge and was in very good condition. Apparently one day the fitbit app updated and the screen  changed to fitbit logo. Thus it looks like fitbit want to make use of Thanksgiving and increase there sale as if watch stop working then people will go to buy new watch because of Thanksgiving.

[Blank97642]

It is way to much of a coincidence that soo many users devices fail after an update in October.  
I have 2 fitbit sense's and they both stopped working.

I called support and just got the standard offer of a %35 discount.
This would be acceptable if it was not so obvious that this is a major error in the new update.

It does not matter that the device is out of warranty when they cause the problem.