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My experience with Sense and Customer Service

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‎04-26-2023 21:39 - last edited on ‎06-02-2023 08:20 by Fitbit Moderator

‎04-26-2023 21:39 - last edited on ‎06-02-2023 08:20 by Fitbit Moderator

I have been a long time Fitbit user and continue to be disappointed. I have had 3 products and am a Fitbit premium member with the Sense from less than 2 years ago. The latest service provided to me by a rep who spent less than 6 minutes reminding and pushing their policy that the product is out of warranty period and all they can do is give a 35% discount. Obviously I’m not falling for that anymore. I’ll stick on to Fitbit if it’s an even exchange and nothing less. 
I first bought the Fitbit One when it first came out. It lasted exactly 16 months and died. Customer service did not help me at all. 
Then I got the Versa in 2019. It worked for 17 months this time and Fitbit gave me 35% discount to purchase a new one. 
Now I have a Fitbit Sense that I bought August of 2021 and stopped working by March 2023. I have bought two separate chargers and straps in all cases. What a waste of money. Fitbit responds with their usual reboot tactic and when I told them I’m an experienced user they just said sorry here’s another 35% discount. 
pretty sad considering I’ve been a long time user.
community - please let me know what did you switch to as I’m actively looking. No point in spending $$ even with a discount for a product that works at most 1.5 years. 

Moderator Edit: Clarified subject

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6 REPLIES 6

‎05-30-2023 13:04

‎05-30-2023 13:04

I have a similar experience, they made me do a factory reset and told me the issue was resolved when it wasn't.  Poor offshore support.

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‎06-01-2023 12:55

‎06-01-2023 12:55

I too have had 3 Fitbit smart watches and my experience is similar to yours.  Currently I have the Sense for 2 years and it requires charging every 24 hours.  It takes about 4 hours to charge each time and since I am not wearing it for those 4 hours the daily activities are not correct.  So what good is it for tracking anything other than the time of day?  I will not buy another Fitbit ever.

So I got a cheap smartwatch from my good friend, Amazon.  $35.  It does everything that the Fitbit Sense does.  $35.  Also has a lot of really pretty watch faces too.  The watch I purchased is an i13 Calling Series.  Of course it is a Chinese product but so is most everything else now.  Give it a try, for $35 you really can't go wrong.

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‎06-02-2023 15:11

‎06-02-2023 15:11

I had an Ionic, it broke within warranty they replaced it.  That Ionic broke out of warranty, was offered 35% off, I took it, I like the Fitbit battery.  Charger broke out of warranty, they shipped me a new one. I bought a Sense, that face popped off one day.  I was offered 35% off…no thanks, not throwing good money after bad for product they don’t support and break repeatedly. It’s too bad, I like my Sense, don’t want to jump but these products don’t last and their support generally is constricted to 35% off. They still make money from a broken product that way off of me. Ridiculous. I’m sorry this happened to you too. 

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‎06-02-2023 21:04

‎06-02-2023 21:04

I came here fo these forums out of frustration for my latest fitbit smartwatch. I have probably been with fitbit for over 10 years. I first had i thing the charge fitness trackers, seceral different models. They all broke. I had several different versions. First it was the watch faces that would chip and crack. Then another version had trouble with the part that holds the watchband breaking. Then one version stopped working. Some had charger problems. They all seemed to break around the 1 year mark Some broke before 1 year, and fitbit would replace. But then after I got the dreaded coupon offer. After my first few fitbits i decided to also purchase the extended warranty, something i never do. Well my first Sense i had to replace around one year because one of the charging prongs seemed to have corroded into the little hole for it on the back of the fitbit, damaging it. The prong seemed to be disintigrated. So they replaced it. Now the one they replaced it with also has been having problems charging and tonight it wo t charge at all. I looked carefully at the little prongs and sure enough, one is now shorter than the others. The fitbit also didn't recognize my workout today. And of course now, i pretty sure I am.outside.of my 2 year extended warranty. I love the fitbit trackers and community, and love the motivation. But I am so disappointed in these watches. Not one has lasted more than 2 years. I am also wondering about a better alternative.

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‎06-03-2023 12:57

‎06-03-2023 12:57

I am going through this right now.  Got a new charger the watch works but I got a new phone and the sense won’t connect to my phone.  Still works with my old phone and they are trying to tell me the Fitbit is broken just buy a new one.  They offered 35% but to me that isn’t the fix. 

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‎06-04-2023 21:27

In response to alifischer12

‎06-04-2023 21:27

It looks like that as soon as one purchases a Fitbit one also needs to prepare for life after it. I bought a Versa 2 and it was good for 2+ years until it started to loose the battery charge and I found myself having to recharge it after 2-3 days with minimal drain on the battery. When the Sense 2 was announced I pre-ordered it and WOW was that a mistake.

After reading the complaints in the forum and experienced this terrible watch I returned it and upgraded to a marked down Sense on Amazon in November 2022. Read about its problem with the charging and the pin problems and ordered two replacement cables to be prepared when the charging problem happens.

So far I can't complain because I learned to few things. First if you have a phone that lots of people use and is in the Google eco system your problems are reduced. Having 2 Galaxy S21 phones connected to a Charge 5 and a Sense and we have no problems with smart phone functions and health tracking except the obvious ones that can only be fixed with a firmware update.

Therefore my advise, return the devices if you are unhappy and the return window is still open as there are many better options available like Garmin or the Samsung watches since I want battery life and the apple watch does not work with an Android phone.

BEST advice yet, since Google can't be trusted start your research NOW by searching YouTube reviews from dedicated individuals that present the Fitbit brand for what it is worth or not and they suggest alternatives. That is what I will do and my next smart watch & health tracker will NOT be a Google product.

Best Answer