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My experience with Sense and Customer Service

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‎07-08-2023 14:55 - last edited on ‎07-12-2023 10:16 by Fitbit Moderator

‎07-08-2023 14:55 - last edited on ‎07-12-2023 10:16 by Fitbit Moderator

Sense stopped with white lines across screen when doing nothing. Customer service tried to troubleshoot and no answer. Offered 35% for new one, but it was their product that failed without reason. Sense to replace is on sale so they won’t even give the 35%. Beyond disappointed. May move on to new company 

Moderator Edit: Clarified subject

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‎07-12-2023 10:21

‎07-12-2023 10:21

Hello there, @TMichaels. 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.

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. 

Maria | Community Moderator, Fitbit


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