My experience with Sense and Customer Service

[Oliverdev]

What a joke. I got a Sense back in February 2022 and already sent it back once for the issue with counting too many floors. I got a new one under the guarantee in November 2022 and now it's doing it again. No longer under warranty and was offered 35% against another one.

Really bad customer service! Not sure what to do.

Clearly a manufacturer issue but they are not standing behind their product.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Oliverdev. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Sense. We‘re taking into consideration your comments and sentiments with regards to our products and services.

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. Since your device was out of the warranty period, and therefore was not eligible for repair or replacement, we wanted to offer you a discount to thank you for your loyalty to Fitbit. However, I've seen our team is still working things out with you, please stay tuned to your inbox. 

For more information about our warranty, see fitbit.com/legal/returns-and-warranty or please feel free to contact our team back so they can clarify any doubt. 

[Oliverdev]

After making my point again and posting, Fitbit decided to exchange my Sense for a new one even though I was 2 months out of warranty when the issue was reported.

thank you Fitbit for coming around and standing behind your product. I only wish it was the first response.