Replacement Sense reboots by itself

[Luckysepgirl]

Had the worst experience with fitbit. Got a sense replacement 2 weeks ago, and today suddenly the device going through a number of restart (displaying fitbit logo disappearing then reappearing). The device then shut down completely wouldn’t be turned on. Charged for ages still no response. Contacted customer service chat, was told case will be reviewed and received an email saying this was not covered by warranty.

If a 2 week old device can’t be turned on at all not covered by warranty, what would?? This is so disappointing! 

Moderator Edit: Clarified subject

[Odyssey13]

Hi @Luckysepgirl  warranty information is here - click. The warranty for any replacement is not the same as the originally purchased device. Warranty is one year (USA) or two years (some European countries) from the date of purchase of the original device.

[LizzyFitbit]

Hi there, @Luckysepgirl. @Odyssey13 Thanks for sharing your insights.

@Luckysepgirl Thanks for the detailed information, and I'm sorry for the experience that you've had. Because you have a case created, I've forwarded your post so our Support team can look into this, and provide you with further assistance. They have specialized tools that will allow them to investigate the best option for you, so please keep an open communication with them.

[Luckysepgirl]

My replacement device was despatched on 1st Jul 2023, and I started using it on 13th Jul 2023. It started having problem in w/c 24th Jul, and eventually wouldn’t work at all today. So even with a replacement, I would expect it lasts more than a month! Otherwise, what’s the point for fitbit to send me replacement at first place right? 
Just because it is a replacement, doesn’t mean it is a scam poor quality.

[danotx]

Hi @LizzyFitbit , could these specialized tools also be used for the growing number of us reporting the same issue with the Sense?  As you can see, there are a growing number of us with this same issue and the standard response is to buy another device.  However, if this is happening on net new devices as well, who is to say that is actually the correct route.

One thing that I have been asking for is for someone at FitBit to help me factory/hard reset my Sense as that sounds like that's a fix in a lot of cases, but I have not heard an answer from anyone at FitBit regarding this request.

[LizzyFitbit]

Hi there, @Luckysepgirl and @danotx.

@Luckysepgirl Thanks for taking the time to share your thoughts on this situation. I understand where you're coming from and my best advice is to reply back to them in order to receive more information about your case.

@danotx Thanks for joining this thread. Let me explain that we recommend performing a factory reset only when asked by our Support team so they can evaluate the behavior of your watch during the process, and help you to get it set up again. I'm sorry this is happening to you and I've requested a case on your behalf so you can receive assistance. You'll receive an email shortly.

[Luckysepgirl]

 

Hi @LizzyFitbit 

i emailed the customer support on Sunday 30/07 to ask for an explanation of which clause / section the warranty mentioned NOT covering a 2 week old device, but haven’t heard anything back! 
I went online chat with the advisor, was told my case was escalated, still not heard anything since 30/07. 
Fitbit never used to be like this, it is utterly disappointing to see how it became a company with not care about quality and customer service! My whole family use fitbit devices, but given this horrible experience, I now switch to Apple watch instead, the smart watch market has so many choices for us as consumers, the only thing kept me in fitbit was the fact my family were using it and it used to have caring customer service! 
After being a super loyal customer for over 5 years, I am leaving. 

Moderator Edit: Removed personal information 

[LizzyFitbit]

Hi there, @Luckysepgirl.

Thanks for getting back and sharing more details about the interaction that you had with our Support team. I totally understand how you're feeling and I apologize for this situation. Because this isn't the experience that we want you to have, I've forwarded your posts and someone from our team will provide you with more information about your case. Please wait for their response, and keep the communication with them.

Once again, I appreciate your feedback and we'll keep working to improve our services, and prevent you from having a similar experience in the future.

[exdzr]

I am sure they will send a 35% off coupon to replace the watch having the error tons of people are reporting all around the same time.

[danotx]

Hi @LizzyFitbit ,

I did hear back from support and I have responded back.  The first step they gave was to try and force a sync, which I cannot do as I followed some other instructions that said to disconnect the device from the app and bluetooth and re-add them.  Well, the removal worked, but not the re-add.  If you have any guidance here on steps that I can use in this state, I would be greatly appreciative.

I mention this for 2 reasons

1. I just read another moderators post for the same issue stating to disconnect from the app and bluetooth, then go through the steps.

2. IMHO, the first line of support should have users try some of these steps instead of just giving the "your Fitbit is busted, here's a coupon for a new one" as that makes customers really feel like Fitbit doesn't really care about their user base.  It's the perception I've read on a lot of posts, and will drive customers away.  Hopefully that's not the intent, but perception is reality.

I am still holding out hope that I can get my Sense revived.

[LizzyFitbit]

Hi there, @exdzr and @danotx.

I understand your point of view and I'm sorry for the experience that you've had with your Sense. Fitbit constantly works to improve our devices, features and services, and the input we receive from our members is a big part of that process. Your feedback about our Support team is also appreciated and please know it'll help us to make sure this doesn't happen again.

@danotx Because our Support team is already helping you, my best advice is to follow their instructions and reply back to them with the outcome. That way, they can evaluate your watch's behavior and continue helping you with this matter.