Sense Issues with no Customer Support

[AnnG33]

December 6th, 2022, contacted FitBit's customer support by phone.

We went through everything together, the problems, the resetting AGAIN. The rep informed me that they would pass the issue on to a higher level and they would get back with me in 24 to 48 hours.... Nothing!

January 1st, 2023 I did a live chat. After waiting while they reviewed my case, I was told that my case was sent to someone higher up and as soon as they get it, they will contact me. I asked about the time frame since it has already been a few weeks. I was told there is no timeframe, they will get back with me when they can. Then the chat was abruptly ended.

January 6th, 2023.... Still nothing! 

My fitbit Sense has had so many issues it has become comical.

I have delt with issues such as the horrible treadmill step count. I have even overlooked the calorie count, GPS, and call / text feature being subpar at best. (see list of issues below)

Read the forum's problems and solutions, resets, uninstalls and reinstalls and tried just about every setting change you can imagine. However, with added Alarm and Time issues, my watch is useless.

List of Issues.... 

- Started with calories burned during a workout. So MANY CALORIES!! 2 other people (same gender, close age, height and weight) would burn on average over 200 less calories per their trackers (a fitbit and iwatch). I was feeling really self conscious about my weight until we compared numbers.  

- GPS does not calculate the correct distance. (short by 1/2 mile when walking 3)

- Step Count is not accurate. Did all the recommended adjustments. 

- Call and Text connectivity. Sporadic at best and that is only if my phone is on my person and only after I reset my phone / watch / uninstall, reinstall the app. I gave up on this shortly after getting the Sense. My last watch that was recalled did so much better.  

- Alarm Issues. I use my watch as a morning alarm. Until my watch decided to not regularly allow me to use the touch screen option to snooze or shut off my alarm. Most days I have to hit the side button and then turn the alarm off.

- Time Issues. More recently I am surprised with a time change and I haven't gone anywhere! I mean I may walk to the park or in the neighborhood but that's about it.

[BNear]

I can releate with the GPS inaccuracies. Allowing the Sense / Fitbit to auto track the stride is a mistake, for a 5KM run I lose about half a KM and gain over a minute in total activity time compared to another app (Runzi) running simultaniously. Per the alarm and touch features, I use an aftermarket band that has a bumper around the watch, if I didn't I'd destroy the thing at work, and I find that the touch and swipe features from the edges toward the center of the watchface do not always work, I assume this is because the sensor starts at the edge of the screen that is hidden behind the watch casing...

The notification and call features are great providing your Wi-Fi or Data are not interupted at all, avoid going to the bathroom, walking between buildings or anywhere else that is not your own home network coverage I suppose! In fairness though, that's just as much your phone as it is the tracker. My huge beef, the Voice Assistant connectivity is useless, I personally have to reconnect each time I want to use it and that's pointless, it's like having to drive home just to make a phone call for crying out loud!