Sense battery keeps draining

[Squidasaurusrex]

The battery on my Fitbit sense started dying in less than a day. I didn’t even have it for a year. It has been four months and I’ve sent it back three times. The first time they changed the battery and left me a nice little note saying it passed their diagnostics. I don’t know what diagnostics they’re doing because they changed the battery TWICE and wow it’s still not fixed. Third time I had to wait extra long so they could order a special piece and shocker it’s still not holding its charge for longer than 24 hours. I just called their helpline for claims, all I wanted to know is if I send it back for a FOURTH TIME with my warranty still intact, will they finally send me a new one. The question was not and, after 15 minutes of being on hold and “checking my battery” he told me there is nothing wrong with my Fitbit, and in fact it keeps its charge for longer than six days!! The guy that helped me is not at fault, there is clearly a flaw in the system. I don’t think an actual human has looked at my repair record or they would’ve had the common sense to send me a new one by now. I had a Fitbit HR that lasted three years. I sent it back twice while I had it. The first time they repaired it, the second time they sent me a new one. They have obviously changed the system since I owned my last Fitbit and it’s not working. I am incredibly disappointed and will not be buying another Fitbit. 

look at the cute little note at the top. It’s not fixed. I don’t know what to do now that was a couple hundred dollars down the drain. 

Moderator Edit: Clarified subject and personal info removed

[Guy_]

Hi @Squidasaurusrex  - a short time between charges is rarely a battery problem but a watch firmware or hardware fault, so if the battery was changed it is unlikely to fix the fault. Only replacing the watch will help.

Normally devices aren't repaired because if opened they are no longer guaranteed to be waterproof.

You can chat via the Fitbit App, click profile photo, Help & support, Contact Customer support to get more help perhaps.

[LizzyFitbit]

Hi there, @Squidasaurusrex. @Guy_ Thanks for stopping by to help our member.

@Squidasaurusrex Thanks for the detailed information, the picture provided and the time taken in contacting Asurion customer support. I understand how frustrating this can be and I'm sorry for this inconvenience. Because the issue persists with your Sense, I've requested a case on your behalf so our Support team can further investigate, and provide you with assistance. You'll receive an email with more information, please keep an eye on your inbox.

[Squidasaurusrex]

Is it my problem that they sent it back to me unfixed? If they actually tested it and gave a **ahem** it wasn’t working they would have sent me a new one the first time. It’s the fourth time and they are STILL fighting because it’s been longer than 6 months since the last claim for the same problem. If it takes TWO MONTHS to send it, have them “fix it” and send it back what the hell am I supposed to do after the third time?

[Squidasaurusrex]

It’s a month later and we sent it back for a fourth time. I didn’t want them to fix it, I’ve been trying to get another watch since the second time they couldn’t fix it. I appreciate the help but my watch was already in the mail. They got back to us and informed us since it has been 6 months since the first claim was filed for the same problem, we have to START OVER. They said they had ordered some more parts FOR THE FOURTH TIME!!! When it takes 2 months for your watch to come back because they’re “ordering special parts” what the hell am I supposed to do after the third time? 
My mother had to get on the phone and scream at multiple people so they can just give us a refund instead of sending us the same piece of **ahem** back for the fourth time still unfixed. 

[Heather-S]

@Squidasaurusrex I've flagged another moderator to come take a look at your case. Sending it in for repairs four times sounds absolutely ridiculous. At this point, it would've been cheaper for them to send you a new device. I'm sorry for what you're dealing with. 

[LizzyFitbit]

Hi there, @Squidasaurusrex. @Heather-S Thanks for stopping by.

@Squidasaurusrex Thanks for getting back with these details. This isn't the type of experience that we want you to have, and I apologize for this situation. As you know, our team constantly works to improve our devices, and the input we receive from our members is a big part of the process.

I went ahead to check your details and I noticed our team sent you an email to troubleshoot your Sense on April 17th, 2023. Because it seems it didn't get to you, I've requested a new case so you can receive assistance with your Sense. You'll receive an email shortly from them.