Sense REFUSES to set up

[ange9875]

I have had my Sense for just over 2 months and it REFUSES to set up. I have followed every instruction under the sun including going out and buying myself a Samsung Note 20 ultra. The Sense WILL SYNC with the new phone and the old phone but I STILL can't get a watch face to it. I need this watch to monitor sleep and stress levels. It is a HEALTH device for me. One I couldn't afford and used 88,000 Qantas reward points to get. In anyone's language, that still makes it a very expensive bit of useless bling. My firmware is up to date. 44.7.5.5. My Sense battery is full. My Blaze AND my Sense have sync'd and yet the Sense continues to refuse to download any useful functions whether designed by Fitbit or other. What are my options? I live in Australia. Currently using ADSL 2+ and in a few days when we get the NBN, the internet/wifi connection will be even slower.

[N8teGee · Accepted solution]

At a guess (as I'm not an expert in Australian consumer law) I would imagine the contract is between yourself and the retailer (where you bought the device from), similar to UK consumer law.

Actually the following is from the ACCC website.

Approaching the retailer or manufacturer

The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer. You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer.

So as expected your contract is with whoever you bought the device from. If that was Fitbit, then yes your contract was with them and you should proceed with contacting customer support. If it was another retailer, you will have to contact them to discuss the possibility of a full refund.