My experience with Sense and Customer Service

[Jynxaroo]

The face fell off my Sense on Friday. Toady is Tuesday. FitBit got back to me today after I reminded them I was waiting on a response.  With the Sense this is a known issue - the adhesive that holds it all together fails after a certain amount of time (which also makes me question its watertight-ness though I never got mine wet).  As my device is out of warranty they offered me nothing. I pushed back because FitBit deployed a unit that was going to fail and they knew it after the first few reports. They finally offered me 30% off a new device (laughable at best). And none of the new devices have the same features as my Sense so combine lack of features and a record of failures why would I buy a new fitbit? My Versa2 failed 3 weeks post warranty and now this. I'm done. 

Moderator Edit: Clarified subject

[Guy_]

Hi @Jynxaroo - as you are out of warranty, if the watch still works people have glued the face back on.

Even if the face came completely off a phone repair shop may be able to reattach it and glue it for you.

[MarreFitbit · Accepted solution]

Hi there, @Jynxaroo. Thanks for stopping by in the Fitbit Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration. @Guy_ Thanks for your paticipation!

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. 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.

Note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. 

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Sense and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies.

Thanks in advance! 

[Jynxaroo]

Hi!  No worries. I am done with fitbit now. New models have been absolutely nerfed and service sucks now. Additionally while perusing my fitbit community account I found an old post I made about my Versa2 that failed to be able to turn on location services.  There was a reply by a moderator indicating that per my online chat request it was being looked after and the post became locked. Fun fact - I had actually never gotten a reply from support on that issue and the issue was never resolved. 

Garmin for the win 

[Chope1987]

I have had multiple Senses, all replaced by Fitbit for failing at around the one year mark.  This time, my Sense overheated while on charge and was glowing red.  Fortunately I came home on time before it burnt the house down.  I submitted a query on 27th and am still waiting for a response.  Customer Service has seriously gone down hill since being Googled.  I am also going to try an alternative brand of fitness watch.

[gdennis1956]

I never received a response regarding my Fitbit not tracking any of my stats except reporting time of day. Had different Fitbits since 2012. Just purchased a different product a couple of days ago. I think Google is trying to kill Fitbit so customers will go with there specific product. Fitbit was awesome before Google purchased them. Such a shame!

[Nathantulip]

HI, what do you think about the Google pixel and its functions. Would you recommend??

[Jynxaroo]

I'm sorry, I can't speak on the Pixel I don't have one. I went with a Garmin model and while more spendy than a fitbit I like it much better. Wish I changed sooner.