Replacing dysfunctional Sense with a refurbished model

[lrmiller56]

I am not happy with the decision from Fitbit.  I bought wmy watch on 7/1/2021.  I have had it just over 2 months but on August 20th or so it quit working.  It will not reset or charge.  When I plug the charging cable into my computer and there is no acknowledgement it is plugged in.  The watch back is clean and the cable looks normal.  The 4 pins are visible and look clean.  It connects properly to the watch.  Now I am finding out they are replacing it with a refurbished watch or I could pay 50% for a new watch.  Supposedly this one was new (Maybe it wasn't).  I can't trust the business Fitbin operates and there customer service is a farce.  I paid $299.99 for this watch which I found a little high but thought I would give it a try.  I thought they were replacing my watch with a new working watch but when I got the email I find out I have 2 choices - either get a refurbished replacement or buy a new one for 50% less cost.  How is this right.  I will no longer do business with Fitbit.  I am a Senior Citizen on a fixed income and this was a stretch for me, but I havve always had a Fitbit.  No More.  Laura Miller

Moderator Edit: Formatting

[Odyssey13]

Hi @lrmiller56  the warranty - click to read - has always been to replace the device with what was available, which meant it could be a refurb. Whatever your charging problem, it could be something inside the device and nothing visible from the outside. Why not take the chance on the refurb and hope for the best. Many times the replacement works just fine and you've already invested the time and money in your Fitbit.

[Guy_]

The charge cables are notoriously unreliable. Carefully inspect the holes on the watch with a magnifying glass for any deposits or anomalies.

Also check the 4 pins, that they are all equally prominent and if the spring pressure is the same when pressing gently with the back of your nail.

If the computer doesn't detect a device the odds are the cable is faulty.

You have the option to ask for a replacement cable under warranty first, or if you bought it from a shop may be you can get a refund or they will give you a replacement new one, as they are not repairable.

[steveo57]

I had the same problem and ordered this. If it does not work send it back.  It worked for me and I have an extra because this comes with two.   https://www.amazon.com/Maledan-Compatible-Replacement-Charging-Smartwatch/dp/B08KFTKNSS/ref=dp_prsub...

[mattjgolfs]

Laura I too am done with Fitbit. My sense was 7 months “young” when it quit working. I also received a refurb. No guarantees that it won’t do the same thing in 5 months when my 1 year warranty is over. Once the replacement tanks I’ll be done. I might actually sell or gift it just to be done. The Sense has so many problems if you look on the forums. I understand what their warranty states, problem is it is a bad policy. Because of this they have lost a customer that has owned several of their watches, as well as my family. My friends and community have also been told of their poor policy and product quality. Most weren’t aware they would get a used replacement. 

[Rich_Laue]

In general, because the circuitry has been turned on, I find refurb units as good as new ones. I'm addition, the original warranty is still in affect.

BTW A refurbed unit will be marked as such. 

[Guy_]

My experience with refurbished watches wasn't good. One didn't even work and another failed. In the end I bought a new one which is fine.

It also resolved the problem over the counter, so there wasn't even a need for shipping and waiting for a refurbished one.