Off Warranty Customer Tech Support

[Litrails]

I called because my Sense wasn’t charging as fast as it used to.  The First contact tech I spoke to had me try many  things. Finally, he made me go to factory reset!  My fault, I should have known better.  I did everything he says.  An hour and a half, my watch was not working and couldn’t reconnect.  Then he tells me I need a new charger!! My watch was fine before I followed the directions of the incompetent tech.  I asked to be transferred to the next level tech support. 3 times he put me on hold to see if anyone was available.  Of course none were supposedly.  I told him now I gave no watch and I’m not getting off the phone until he escalates the call.  Got someone who knew her stuff, but couldn’t t correct the damage the first tech did.  I get an email offering me a discount to purchase a new device!!  What?!  Their tech ruined the watch, and their solution is to give me a discount on another one? Unacceptable.  I want a Corporate Representative contact me .  

[Gr4ndp4]

Hi, @Litrails It's a pity you have had such a difficult experience. I'm not convinced your "Sense" could be irreparably damaged by anything you might have done with a charging cable. Charging issues are well documented in the forum and the effect is your device has not been charged. The usual culprit is a failed pin (one of 4) in the charging cable puck (you will see it is stuck if you look carefully). As you are out of warranty a replacement can be bought from Amazon at a modest cost. You should also clean the back of your "Sense" to ensure good contact, I use rubbing alcohol on a cotton wool swab with a cotton bud to detail the little pits. If your "Sense" is fully discharged it will take about an hour on charge for it to come back to life. If you sync the app on your phone you should see the battery value start to increase slowly. You may be interested in this article Why isn't my Fitbit device's battery charging?  

I hope this helps, please let us know how you get on by posting here again.

Cheers

[Litrails]

Tech support saying it is irrevocably reparable not because of the charger. The watch was l working fine except for charging slower than it used to. It’s what the off-warranty tech support gave me instructions to do about it that supposedly irrevocably damaged the watch. F ITBIT should be accountable for their tech’s error. All I probably needed was a new charger and not an hour and a half of doing resetting, turning on, turning off, factory setting needlessly. He totally ruined the watch. Still states it’s connected and it’s not. The inexperienced tech escajj li acted my call to a higher level tech, who couldn’t undo what he did.

[Gr4ndp4]

Hi, @Litrails, have you tried charging the "Sense" with a new cable, give it about 60 minutes. The cost of a cable is very modest compared with the cost of your "Sense".

Tell us how you get on.

Cheers