Sense HR not fixed even with replacement

[CmballardNE]

There are other threads which claim to address the Sense HR during exercise issue. When I called in November to get a replacement I was assured the issue has been resolved. I now see that it was not and the "new" -- actually seems to be a refurbished one (has an activation date from 2020)-- has the same issue. Why was I lied to?

I am a premium subscriber. If the Sense issue was not fixed I would have bought something else. I did buy an Inspire as it took about a month to get my "New" Sense, so I can use that for now -- but I also wanted the O2 tracking. Unless you can somehow make things right with the Sense, be honest with me -- maybe reimburse me for the Inspire -- or do something else to show you care about me as a customer I will not renew my premium membership. I will find a comparable smart watch and go with another app for the premium services I use.

Here is the post from FitBit saying they know the Sense issue is NOT FIXED. When I traded mine in within the warranty period (in November) I was assured the issue was resolved. Customer Service lied. Why would you lie? You would rather have an unhappy customer and possibly lose them instead of coming up with an agreeable solution?

12-14-2021 18:50

Hi everyone.

Thanks for taking the time to share your thoughts and insights about the Sense. Our team is aware of the issues with the heart rate not being accurate, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other members. I apologize for the experience that you've had with your watch, please know your feedback hasn't gone unnoticed and we'll keep working to improve our products.

To prevent any confusion, I'm going to close this thread from further comments. However, if you have a different question, I'd encourage you to start a new thread to receive help from the Community.

[Elliekennard]

As reported in so many posts for a couple of years, the Sense HR monitor does not give any kind of accurate reading, specially during exercise. Fitbit's official response is that they are aware of the problem, but can't fix it. Sorry. Here is that response:

https://community.fitbit.com/t5/Sense/Heart-rate-inaccurate-on-Fitbit-Sense/m-p/4651076

In our case we have had Fitbits for years and this time have tested to compare with chest strap during exercise. Hopelessly out.

So if you are purchasing a Sense for the accuracy of the HR monitor, don't do it.

Not sure what to do, as we bought 2 during the sales as gifts for each other. And I gave my accurate Versa 2 old one to a friend.

Very disappointed. Might be the moment to switch to Samsung.

Ellie

[LizzyFitbit · Accepted solution]

Hi everyone,

Thanks for your continued feedback, and efforts while troubleshooting your Sense. As you may know, this issue has been reported and our response can be found here. Your comments and patience are truly appreciated, and we'll keep our team informed of this situation.

I'm going to close this thread from further comments. However, if you have a different question about our Fitbit products, you can create a new thread to receive help from the Community members.