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My fitbit sense is not working since days, and no response from fitbit support team.

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‎03-22-2022 01:06

‎03-22-2022 01:06

Hi,
My fitbit sense is not working since days, I contacted the customer support on 18th March, they even raised a case number for the same. But since then I have not heard from them. When I initiate their chat service and ask for an update, they say they will follow up.


Any idea on how to escalate this?

 

Regards

Achyuth

Best Answer
7 REPLIES 7

‎03-22-2022 04:51

‎03-22-2022 04:51

Hi @AchyuthB - the problem may not be with the watch but with the charging.

It needs to be clean and the charge cable and power source working.

Just in case, check How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen 

Author | ch, passion for improvement.

Best Answer

‎03-22-2022 06:22

In response to Guy_

‎03-22-2022 06:22

The charging is working well and good. The watch shows the fitbit logo, and nothing works. If I hold down the power button for 10 seconds, the watch vibrates once, and then shows the logo back again. I have done all the troubleshooting steps provided by the support team, no help.

-Achyuth

Best Answer

‎03-22-2022 06:44 - last edited on ‎07-13-2024 03:04 by Fitbit Moderator

In response to AchyuthB

‎03-22-2022 06:44 - last edited on ‎07-13-2024 03:04 by Fitbit Moderator

@AchyuthB- Probably best to contact Fitbit Support again and ask them to assist you with a factory reset.

Also reachable via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

If it is still under warranty, 1 or 2 years depending on country law, and found faulty it may be better to take it to the shop for a new replacement, rather than accepting a refurbished replacement from Fitbit and dealing with sometimes drawn out return and shipping issues that may occu

Author | ch, passion for improvement.

Best Answer

‎03-22-2022 07:21

In response to Guy_

‎03-22-2022 07:21

Hi,

Thanks for so much for your advice. 
I bought it on "Wed, Oct 20, 2021" from their website fitbit.com itself., so I believe this falls under warrenty. I have the Order Confirmation email with other details.
Since you are asking me to replace it from the shop, I am thinking if I did a mistake by buying it from their website. Would they really send a refurbished one?

-Achyuth

Best Answer

‎03-22-2022 07:30

In response to AchyuthB

‎03-22-2022 07:30

@AchyuthB-  unfortunately, most likely, but no harm asking if they can send a whole new one..

Author | ch, passion for improvement.

Best Answer

‎03-23-2022 10:12

In response to Guy_

‎03-23-2022 10:12

Hi,

They are gonna send me another one, this is the what they have mentioned

"Replacement, New, Sense Graphite Stainless Pebble"

 

Will wait and see...

 

-Achyuth

Best Answer

‎04-11-2022 05:30

In response to AchyuthB

‎04-11-2022 05:30

Hi,
Sorry for the delayed reply. I received a new fitbit sense, it is working perfectly fine.
Thank you Fitbit.

 

-Achyuth

 

Best Answer