Sense LED lights not working

[Ronnie99]

Hi, the LED's on my Fitbit sense are not working, hence no HR info. Have reset and fully charged to no avail. Please help.

Moderator edit: subject for clarity

[Gr4ndp4]

Hi, @Ronnie99, welcome to the community, try a restart, this video demonstrates the process. Please post here again to let me know how you get on.

Cheers

[Ronnie99]

Hi,
Thank you for the suggestion.....I have restarted, reset, factory reset, reconnected and set up my fitbit again but unfortunately still no LED lights on the back and no heart rate monitoring ☹

Sent from Mail for Windows 10

[Gr4ndp4 · Accepted solution]

Hi, @Ronnie99, thanks for your info, I suggest you talk to "Customer Support" here. Use the chat facility or phone for a prompt response.

Cheers

[nellydragonfly]

Mine did the same thing and I ended up having to get a new Sense.  They just quit last night out of the blue.  Frustrating.  

[Abromo]

Hi, I feel your pain, mine stopped working and after cleaning, restarted…etc did not work, 😩

it’s a shame that I had to pay this much for using it for only one year and a half. 

[tashavigil21]

The same thing happened to mine, a year and a half and they are telling me I have to buy a new one. 

[Ronnie99]

Hopefully you are still within the 2 year warranty? If not, one would still expect a decent amount of time before a premium product stops working. Try reaching out again to them. Good luck.

Sent from my iPhone

[tashavigil21]

It’s only a 1 year warranty in the United States. Which seems ridiculous but they are not willing to replace it. I have had it less than a year and a half.

[Gr4ndp4]

Hi, @tashavigil21, Fitbit's warranty is for one year and excludes accidental damage unless you bought the FPP extension which is for 2 years and includes accidental damage. Depending on where you live you may be entitled to greater protection under local legislation and you may want to review your home contents insurance although this will be subject to a deductible (franchise).

I hope this is helpful.

Cheers

[nellydragonfly]

I actually only had it for a year and a half and they didn’t warranty it. They did give me a decent discount for a new one.

Sent from Nellyz iPhone

[NLAD1969]

Same thing happened to me.  HR reading not showing and called for support.  After following their steps the HR was still not functional but the battery life thereafter was garbage and the watch could not sustain a full charge throughout the day.  
Follow-up support as a result was unsatisfactory as far as I am concerned considering this is a $400 watch that had one thing fail after 15 months of use and very good care.  Absolutely disappointed that their support steps left the watch battery in worse condition and even to use it as a daily watch was affected by the end of a days use.  They will never get my money again without addressing this.

[NLAD1969]

I requested repair options and was told they would be sent via email.  The email only gave me options to buy a new product at a discount which would have been acceptable since their support steps made the product worse.  The big problem I had was that the discount was nothing different than a current promotion that EVERYONE else on the planet was also getting at that time.  That meant they didn't care about the fact that a customer pays for an expensive product and would need to do so repeatedly if they were to continue with their brand.  

Absolute garbage service by Fitbit.