My experience with Sense and Customer Service

[BarbsGC]

I have been a loyal fitbit customer for a very long time. I have had a couple of their devices in the entire time which worked pretty well. Along with many of you was forced to give up our last device and move to the Sense device over 1 year ago.

I took it for its first swim the other day in a pool and it seemed to work but not really accurate for the distance in the pool. But I continued to use it in and out of the pool for the next week or so.

Suddenly wouldn't hold a charge very long and the screen eventually went white.
Interestingly it still keeps track of my steps and synchs my date but what good is a watch I can't see the screen on. 

Fitbit says it's toast and they don't repair their own devices which is pretty hilarious since they build them. It's not cost effective evidently to do repairs. But just offered me a 35% discount on a new device and another 1 year warranty. Why would I buy another fitbit device when the quality of the last one was so shotty?

Is this what happens when they get bought out? I think so.

I'd rather drop the dough on a new garmin that I know will last and provide me with even more value.

Sorry fitbit you just lost a valuable client.

Moderator Edit: Clarified subject

[Guy_]

Hi @BarbsGC - in addition the 35% discount is only available on the more expensive watches which don't have all the features of the Sense.

[MarreFitbit]

Hi there, @BarbsGC. Thanks for stopping by in the Fitbit Community Forums and sharing the details about the issue with your Sense. We‘re taking into consideration your comments and sentiments with regards to our products and services. @Guy_ Thanks for the information shared. 

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.