Replacement Sense keeps losing connection

[Iain_L]

Long time Charge 3 user, replaced it because after 18 months the display became too dim to read. Decided to try the premium product and bought a Sense, which was delivered 8th December 2021.

End of January 2022, so less than 2 months later, that Sense malfunctioned and got itself stuck in a perpetual boot loop. Customer services offered a replacement and yesterday 7th Feb 2022, a refurbished capsule arrived.

I charged it up fully, reinstalled the Fitbit app, and having previously removed the original Sense from both my account and my iPad Bluetooth. I started again from the beginning by installing the app. Great, it was found by my tablet, paired, and Wi-Fi update of firmware started. At 5%, it stopped, connection lost. Bluetooth update simply hung.

I spent 4 hours last night trying to set up a watch, trying everything possible through 3 live chat sessions, 2 of which simply terminated because they didn’t get a response within a minute as I was trying once again to either do a factory reset, or installing the app on a different smartphone to see if that worked, or deleting and reinstalling the app. Nothing has worked at all, and I am left with a product that simply doesn’t update the firmware.

Fitbit, this is definitely not a premium experience for me from your premium product. What are my next steps?

Moderator Edit: Clarified subject

[eezeepee]

Where is your Sense currently stuck at now? You've done a long press of the button to restart it?

[Iain_L]

Oh yes, 😐 in the course of the Live Chat I’ve restarted several times, and even done a factory reset. Just sitting there right now telling me to download the app.

[Iain_L]

Oh well, here's the second Sense going back for a warranty replacement. Fingers crossed for the third attempt. Doesn't bode well though for the longevity of the product, 2 failing in less than 2 months is very annoying. Should get the replacement in about 3 weeks as it won't be despatched until they get this unit back disappointingly.

[eezeepee]

Personally, I think it's possible the issue could be the iPad you're trying to connect it to. You don't have a smartphone to give it a try on the next time?

[Iain_L]

Did that as well during on of the Live Chats. Result exactly the same.

[eezeepee]

@Iain_L Ah sorry I missed that part.

[Iain_L]

No worries eezeepee. Thanks for your interest and suggestions.

The watch capsule is in the post today for replacement. Hopefully I’ll be more successful with the next one otherwise my FitBit days may well be over.