My experience with Sense and Customer Service

[njd93]

Hello,

Fitbit has gone downhill. My Sense barely lasted 2 years, and for half of that it had poor functionality to begin with. Your customer service offered a 35% discount which placed the price barely below buying one outright with the sale you have going. I'm not paying nearly full price for a product that I'll likely have to replace in 2 years

Moderator Edit: Clarified subject

[Guy_]

Hi @njd93 - it should be noted the discount is not available for another Sense but only newer more expensive models which don't have all the features found on the Sense.

[MarreFitbit]

Hi there, @njd93. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Sense has stopped working. We‘re taking your comments and sentiments in regards to our products and services into consideration. @Guy_ Thanks for your input! 

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. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want 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.

Please feel free to reach out to our Support Team once again if you have any further questions or concerns 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.