Sense battery and screen issues

[BrianHeavey]

Hi there,

Around a week ago my watch started playing up and battery was draining very quickly and having to be charged every night. At the same time I noticed that the touch screen was totally unresponsive.

Now a week later the screen has turned black and no info showing. However it does still seem to be sending data to the phone app,

Anyone else experienced these issues? The watch is about 18 months old.

Thanks,

Brian.

Moderator Edit: Clarified subject

[pg87111]

I have had a similar experience.  My 2 year old fitbit Sense had 4% battery after less than 24 hours.  The screen is also unresposive and the watch face will try to be changed by just raising my arm to look at the watch face.  The only thing that I can do is use the side button.  I have held the side button to restart the watch, but nothing has changed.  The device has become more frustrating, than useful.  

[MWlm]

Same symptom exactly in July 2023.  Would like to do a factory reset but can't because the screen does not respond so can't go to Settings and the phone app will not trigger a factory reset.  Restarting the watch does not help, nor does resetting the phone app.  So either they did a firmware upgrade that has broken things or the watch is simply broken.  Customer support could not resolve the issue, and the recommended action is to get a new watch with a discount.  Love the watch, but not so happy with this situation.

[MWlm]

I have the same thing.  I thought perhaps a firmware update broke the touch screen and impacted battery - but it looks like the firmware has been around for a while, unless they have sent Sense users the recent Sense 2 update.  After dealing with support they did offer me a 35% discount, but it didn't apply the the current price online - only the regular price so it wasn't a discount worth anything.  Regardless, as much as I have loved my fitbit I think this will be my last one.  Time to move on.  

[pg87111]

The answer of a discount on a new watch is what I expected.  I broke the crystal on my first Sense and that is what they offered me.  They don't repair anything.  I did not call support as I felt that the watch was at it's EOL.  I still have the Sense with the broken crystal, and it still works.  I have decided to buy an Apple Watch.  I didn't want to, as I have four years worth of data, but such is life.  I have to say that the Apple Watch does not show as many steps or stairs as the Fitbit products do.  I do not know which one is more accurate, but my step counts have been reduced.

[Guy_]

Hi all, It would seem your watch has a fault, most likely from moisture getting in, even though they are supposed to be waterproof.

If your watch is still under warranty it can be replaced.

Note: a Sense 2 doesn't have all the features a Sense has despite being more expensive.

[pg87111]

Thank you for your input.  I believe that moisture could be the problem.  I do not understand how a device is advertised to be waterproof to 50 meters, but can be ruined by washing one's hands.  I would like to think that a Trillion dollar company would stand behind their product claims, even if it is out of warranty.  I understand the problem and that the watch is dead, but Fitbit (Google) has to understand that that is the reason that I am now using an Apple Watch.

[Tomorrowman]

Sigh,

I've got the 6 hour battery fully drains and touch screen unresponsive. So based on the above dead screen next. It's unusable as it is.

Fed up of buying these things (I'm on my 5th or 6th fitbit) just for them to die shortly after warranty is up.

Yes I gave it a clean with some soapy water followed by a quick rinse for hygiene reasons

Though this does suddenly seem to be happening to a fair few of us (and I don't believe in coincidences)

[Rachel352]

Ahhh this same thing just happened to me as well!!