My experience with Sense and Customer Service

[XLJohn]

Really suspicious of Fitbit/Google after reading all the complaints of boot looped devices.  My Sense is about 2 years old and I have had continuous issues with it locking up or refusing to start if charging from dead.   Usually a hard restart would do the trick.

Now apparently an update to software has bricked hundreds of these Sense models with no real support from Fitbit.

I called and explained my issue and the tech acted like he had never heard of this issue.  I have the Fitbit logo on my screen, I do get haptic feedback on button press and screen touch, but nothing I do or have tried gets me past the boot screen.  I have tried the hard reset, factory reset, (phone would not sync to app, so app was useless), and I disconnected the watch from the app, uninstalled app, and removed watch from Bluetooth devices.  After all this the rep said, "your watch is dead and out of warranty, we will send you a coupon to get a discount on a new watch". 

So let me get this straight:  your software update ruined hundreds of working $300 devices, one in my case that was only about 2 years old, and your solution is "just buy a new one.".   Just wow!

Oh, side note: the discount coupon they emailed me doesn't work.   Go figure???

Moderator Edit: Clarified subject

[XLJohn]

Managed to get my Sense working.  To do a factory reset is tricky because the timing has to be correct and following written instructions does not give you a good sense of the timing. Wish I could find and thank the user that originally posted this link because it saved my Sense.  

Go to about 7 minutes in to see a factory reset completed.  I got a "reset failed" and red X but after re-pairing Bluetooth and updating it seems to be working, albeit with none of my data or apps installed. 

https://youtu.be/xc-5qnNY5Aw?si=ojs_qSI7cTwkLA-Xhttps://youtu.be/xc-5qnNY5Aw?si=ojs_qSI7cTwkLA-X 

[Velocityman]

I am having the same issue.  after 4 hours and disconnecting, rebooting, reconnecting, uninstalling, reinstalling, changing setting, wacthing videos and trying to find live assistance I give up!  FitBit service is non-existent sense google bought them, time for a change!

[DI_C3]

Having the same problem and I'm assuming it was after their software update? Blank screen - can't see the time or anything, still records data and syncs with my iPhone, still vibrates - which is annoying because I had just set several reminders a week or two before and now I can't turn them off - because I can't see the screen!

Tried all the suggestions on the forum before finally contacting Customer Service - who still wanted to walk me thru them once more. I did the Clock Display change - nothing, tried the 15 second hold on the side button - nothing, they suggested cleaning the terminals despite charging not an issue - battery is fully charged. In the end, I got a "I'm sorry for this inconvenience. Our apologies for these inconveniences." Before I could finish my sentence to reply to that they ended the conversation. 

My Fitbit Sense is a month short of 2 years so not on warranty anymore. At least you were offered a defected discount coupon. I got nothing but a wasted hour of my time.  😞