Replacement Sense won't charge

[garyjarv]

not happy first sense froze sent me a replacement now that wont work. It does not charge cleaned the sensor and pins still nothing. Very expensive watch and it don't work should of stack with my versa

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @garyjarv. Welcome to the Community.

Thanks for letting me know that you received your replacement and for the steps tried on your own. I see where you're coming from about not having a working device and I'm sorry for this inconvenience. Just to confirm, may I know if you feel a vibration when pressing the button? Have you tried the other troubleshooting tips from this help article, such as restarting it or using a different USB port/UL-certified wall charger? Please confirm this information so I can help you with this situation.

I look forward to your response.

[garyjarv]

Hi sorry for the delay it does not charge at all no power at all even brought another charger and that doesn't charge it either 

[LizzyFitbit]

Hi @garyjarv. It's good to see you again.

Thanks for getting back and confirming that you've tried using another charging cable. I'm sorry that you continue having this experience with your Sense and I've contacted our Support team so they can create a case on your behalf and help you out. Due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you via email soon.

Have a nice day.

[Miller807]

Nope. I’ve tried emailing with my reference number from Friday but I haven’t heard anything back at all. Tempted just to give up and return it as faulty, really quite frustrated/upset by the whole thing now njmcdirect

[LizzyFitbit]

Hi @Miller807. Welcome to the Community Forums.

Thanks for joining this thread and I'm sorry for the difficulties you've had while trying to contact our Support team. Because this isn't the experience that we want you to have, I've contacted our team and it seems your email didn't go through. Nevertheless, I've requested a case on your behalf so you can receive further assistance about your Sense. Due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

See you around.

[CapnMeaty]

Hi, i am having the same issue. Bought when first released and as of last night will no longer charge, have tried cleaning the charging points etc but no luck. Have charged a few times previously with no issues (except the “slow charging” message).

[LizzyFitbit]

Hi @CapnMeaty. Welcome to the Community Forums.

Thanks for letting me know about your Sense, as well for the time taken while troubleshooting your watch. I'm sorry for this inconvenience. I went ahead and contacted our Support team about this situation, however it seems that you already have a case created with them. I was told that your case is under review and they'll sent you an email shortly with more details. Keep an eye on your inbox.

Hope to see you around more often!