My experience with Sense and Customer Service

[Drdrfl]

Several days ago I realized my Sence wasn't charging properly. I was using the official charger, changed outlets several times and no luck. No luck getting to the chat feature on the app. Several attempts later I managed to get on a chat on the website. 

• Cleaning the back of the watch and the charger didn't help. Another attempt at charging all night didn't either. I pressed the button for 10 seconds this morning to try to restart it. Now it only shows a giant red X and says "Data not cleared sync & try again." Won't do it day anything else. 
• Another chat today was no help except that I was told I'd get an email regarding warranty information. 
• I received the email and surprise! I'm out of warranty having purchased the Sense 7/10/22. But lucky me,  they are willing to give me a discount of 35% on a new device. 
• This is the second Fitbit watch I have purchased. The first had a myriad of issues but after reading a bunch of reviews I stupidly purchased the now dead Sense.
• I will not be making another purchase from this company. I am not impressed with their quality nor their new app.

Moderator Edit: Clarified subject

[Guy_]

Hi @Drdrfl - this isn't necessarily a terminal fault.

Have you tried replacing the charge cable to make sure it charges.

Then turn off the phone's Bluetooth and restart the watch again.

Then try resyncing and if unsuccessful remove both Bluetooth entries from the phone and run set up a device in the Fitbit App, lastly if still an issue remove the watch from the Fitbit account and Bluetooth and then run the set-up again.

Make sure there are no other watches or phones or devices running the Fitbit App switched on.

[MarreFitbit]

Hi there, @Drdrfl. Thanks for stopping by in the Fitbit Community Forums. I'm sorry to hear that your Sense is still not working despite all the steps you have tried so far. We‘re taking your comments and sentiments in regards to our products and services into consideration. @Guy_ Thank you so much for trying to help!

Please 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. For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

Even though I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases/process, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. They will tell you what's next! 

[Drdrfl]

Thank you for the information. I only have the one charging cable that came
with the Sense. I cleaned the back of the watch and charger as instructed
in one of the chats.

At this point the button doesn't always work. I did remove the device from
Bluetooth to try to run the set up again but the giant X just glares at me.

I might continue to mess around with it but I have my doubts anything will
work, I think the Sense is dead.