Sense Stopped Working

[AmberNorris]

My Sense has stopped working, like literally **ahem** down when exercising (cardio) Monday evening. Customer service walked me through steps to reboot and get it working again. Low and behold, Tuesday did the same exact thing. This time, reboot does not work and rep says I will be emailed 12-24hours of a resolution. What? Has anyone ever heard of that before? I had a Versa completely stop working and they instantly sent me a new one. Meanwhile, my watch is not even a year old yet. I purchased it the end of May 2021.

[SoCalGurl]

Mine stopped working two days ago and won’t take a charge. Only purchased it on November 29th!

[emailfromjane]

Same. Screen went blank while it buzzed/vibrated furiously then nothing. Won’t come up on charge. This is the second time this has happened. It did right itself the first time but this time, nothing! I have found the this sense fraught with issues compared to previous. Not happy. 

[AmberNorris]

I feel the same! I was finally able to speak to someone who actually seemed
to care, but even then I am extremely disappointed. I was directed to send
my watch back, they emailed a shipping label. After it processes in the
warehouse, says 5-10 days, then they will email me with following
directions. I am assuming then shipping me a new one, which I am pretty
certain it is refurbished. It's gonna take a dam 2 weeks to a month. This
is a big inconvenience for me as I do use my watch as an alarm clock, so I
don't wake my husband so early. I had a Versa issue and they mailed a
replacement ASAP. I real disappointed in Fitbit. Making me question whether
I should stay with them, or switch it up to a Garmin. All I ever had was
Fitbits for years. Huh, sad face 😢😤😩

[veebee76]

Mine stopped working a week ago but continues to do a buzz every 5 seconds and the button in the side makes it vibrate but nothing on screen and won’t charge. Have contacted Fitbit twice as I was supposed to receive an email and label to send it back but haven’t received it. It’s taken to long just to get that whereas Fitbit customer service was good with any other problems I had with previous watches. This was bought January 2021 and bloody expensive so I expect more than this and not happy about possibly just getting a refurb one back

[danielle.thor]

yes. yesterday mine stopped working. and will restart itself but I can't swiping anything. I've only had a year! 

[AmberNorris]

That is exactly how I feel!

[Tarheelgirl1774]

Mine stopped working for no reason last week. It will charge but the screen is unresponsive, and it's not tracking anything except my pulse (according to the app). I've had it just over a year and I'm finding from research that this is a problem for the Sense. Taking it back to Costco and seeing what they can do. They don't sell the Sense anymore so may be getting a credit that I can use for a Samsung Galaxy watch. Ugh, so disappointed as I have loved my Sense.

[nursekristyn]

Mine too, just QUIT for no known reason. Won't turn on, Won't charge, nothing.

[Guy_]

For non working watches take it back to where you bought it for replacement, you are more likely to get a new one than a refurbished one but first check if there is nothing on the watch that it is not a charging problem.

Often they need cleaning properly or the charge cable is faulty, see How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[veebee76]

Thanks.

It's been checked and cleaned several times as per Fitbit customer support also advised. It was the first thing I did as I’m sure many others have. 

it was also bought via fitbit’s website so can’t physically take it back.

I’m still waiting for a return label to be emailed to be to send it back!

[Guy_]

@veebee76  - do check the charge cable thoroughly (quite often faulty) just in case you don't have to return a good watch.

[Akpezr]

This is my second to just die on me! It stopped working overnight. Same thing wurh my prior Versa 2. As I leave this weekend for extended traveling, I am not able to return the watch. No more

Fitbit Smart Watch for me!!

[JPZKKZ]

This is exactly what happened to my Sense last night (5/5).  A year old and suddenly completely dead - and this watch was a replacement to the original one I bought that never worked properly.  Was fully charged yesterday and Synced 3:09 PM.  Annoying.  After reading on this site of so many people having the same kind of problem I am switching to another brand or may simply go back to standard style watch.  

[LaurenChornoby]

I fully charged my sense before bed and I woke up at 4:20am to a completely dead fitbit, I put it on the charger and got a full charge but again but the battery seems to be draining more quickly than normal, this sense is a replacement for my last one which bit the dust last September (not even a year old) and the other one was just past the one year mark so they wouldn't replace it they just offered a discount. 

[JPZKKZ]

Exactly what happened to my Sense.  After reading all the comments and problems so many people seem to be having with the Fitbit Sense I consider this a rather expensive world experience and am going back to my good old reliable watches.

[jrmclaugh]

I guess glad I'm not the only one, I empathize!

Mine broke yesterday during a run.  Buttons and screen started freaking out until finally the screen went black and it just kept ominously buzzing at me but not responding to anything, totally dead.  Charged it at home and it got burning hot to the touch.  This is the second of two devices I purchased that have failed (as in both failed were original devices, not even a replaced/refurbished one).  The first they replaced with no issue, not even asking for it back, but this one the rep insisted I send it back first for some indeterminate amount of time before they'll send a replacement.  No attempt to even reassure me that it would be a quick assessment and I'd have the replacement quickly.  Not accepting my offer that I would happily ship it back once I see the shipping confirmation for my replacement unit.  Supposedly "escalating" to someone who would email me about it, for which I have yet to see anything.  They claimed it was for "safety reasons", but we're at a point where I still have the device and just waiting on them, rather than me shipping it back ASAP, but on my terms (when they ship the replacement)?  

This is unacceptable for such an expensive piece of equipment and that is an unacceptable level of support.  I was accepting of all the little bugs and quirks from day one, annoyed, but insisting they would resolve them and at least Fitbit is known for good customer service.  Having two devices fail and now receiving poor support has me fed up, though.  I want a replacement because I expect a working device for having spent this much (barely a year later), but I definitely have a sour taste in my mouth.  Promptly and happily cancelled my Premium subscription as a result.

@Tarheelgirl1774what do you mean they don't sell it any more?  I still see it on their website, but it would probably be better if they just didn't sell them, seems like a pretty high failure rate that they can't keep up with

[Tarheelgirl1774]

Costco doesn't sell it anymore. Costco offers extended warranties and
additional coverages as part of membership so I am taking mine back to
Costco. They don't sell the Sense anymore, just the Versa 3 or the band
type trackers. That's why I'm thinking of going to the Samsung watch.

[jrmclaugh]

Ahh gotcha, thanks for clarifying!  Costco seems to try to focus on good deals that are still of high quality, so maybe they had too many Sense's returned or something?  Anyway, good luck with the Samsung!  I've been eyeballing the Garmin Venu 2 as a substitute.

[ADB2022]

I purchased in Feb 2021 and warranty expired by 2 months and 16 Days and here we go Instead of recalling bad product Fitbit offered me 35% discount to buy new crap from Fitbit. I would rather get 80% discount considering only one year use for an electronic Item which can be safely assumed to be five years life span.