Sense broken charging cable

[ravinot]

Hi Community, has anyone experienced an issue with the charging cable pins recessing into their holes? I was given a Sense as a gift a couple of months ago and noticed the other day that it had stopped charging. When I inspected the cable, I can see that one of the pins has crawled back into the hole.

Is there any way to perform a DIY fix? I have seen cables on the market that you can purchase, but I don't want to go down that route yet as the watch is pretty new. Any suggestions would be appreciated.

Moderator Edit: Clarified subject

[Yuriamari]

I posted a reply to your comment cuz their website fked it up i dunno if it did it right.

[ravinot]

The aftermarket charger I suggested in earlier posts has now done the same thing with one of the pins. The design is slightly different to the original Fitbit charger, so I wonder if the way it snaps onto the back of the watch with the magnet has something to do with it? I purchased it in February, so it has given me approximately 6 months use.

I'm confident all of us would have been very reasonable with how we use the charger. I'm not sure I could be bothered having to constantly pay for a replacement, there are plenty of other smart watches on the market that do similar things.

[MJC317]

Thanks for the update on the after-market charging cable. I am waiting for
my second replacement cable mailed by Fitbit to arrive. They said it would
be 1 business day overnight but that seems to mean at least 6 days. My
concern is what happens after the warranty is up. Will Fitbit stand behind
their product and continue to replace the charging cables that are faulty or
will they deny there is a problem and leave the consumer out to dry. This
will be a test to see if this is a company anyone should deal with. They
have a problem with their product but do not seem to be able to deal with
it. I hope the new cable lasts longer than the last one, 5 weeks.

[Cjwalsh]

I’m having the same problem. It’s so frustrating that there’s no way to pry the stuck pin back out. I just recently changed from the versa which didn’t have the pin chargers. I’m not sure why they changed chargers if this is a common problem 

[MB30]

Hi everyone. Our two Fitbit Sense cannot charge anymore because of the pin issue. Two cables broke in one week. Fitbit needs to fix this issue.

[Lexisouke]

I’m on my second cable with this problem - but the first time around months ago I couldn’t find any posts about it yet so thought it must’ve somehow been my fault - but I guess not! Have had three Fitbits over the years and have had issues and needed multiple replacements for all three. Upon contacting Fitbit about the charger this time I’ve been told to return the entire device including straps and charger, in the original box - just for a replacement charger? I do happen to still have the original box, but I imagine many people don’t - or like me, don’t much like the idea of sending an expensive device through the post at your own cost, where it’s free to become lost or damaged. What’s the point of the warranty if you’re making people jump through hoops to access it? Buying a 3rd party replacement charger would probably cost the same or less, and take less time than paying for postage and insurance to send the entire device back to fitbit. After three devices and multiple years worth of problems, my faith in fitbit devices is slightly running out!

[MJC317]

It makes no "Sense" to return the watch. Call customer service and talk to
them. The first time they just sent me a new one, the second time they
asked me for a picture of the charging cable and then sent me a new one. Do
not rely on email as they are backed up and after I sent in my pictures, I
got no reply for ten days. I called them back, they apologized for the
delay and immediately mailed a new cable. When I talked to them they were
very good at dealing with the issue but did say they have a lot of people
waiting for help and they are way behind.

[mkouk]

Same issue here, I'm now on my second charging cable within a period of 6 weeks and that is also broken. One of the pins has retracted and the Sense is no longer making a connection with the charging cable. Very disappointing and I wonder how many of these I will have to go through when the warranty ends and Fitbit will charge me $20 per pop for their defective product replacement! 

[ashakantasharma]

Is the chat and customer support of Fitbit is specialed for some country or is same for all countries including India

[Odyssey13]

@ashakantasharma    here is the phone number INDIA: call 000 800 050 1057

[450nm]

This is so vindicating yet so disappointing to hear. I bought two Fitbit Sense for my partner and myself from Costco and have already bought several third-party cables due to this issue and was just about to write support when I read this thread. Guess that would have been absolutely futile and frustrating.

Gotta let Costco know these things are an issue and to maybe stop selling them because while the device itself is alright, the charger and the support are absolutely miserable and that's not something they should be associated with.

[JLB1019]

Thanks for the tip about the tin foil! It worked! My charging cable pin just broke and my watch is at 10%. I purchased my watch almost a year ago so I don't think I would have much luck getting a replacement cable from Fitbit. Replacement cables from Amazon are on the way! 

[ThatOneDudeRyan]

I just had the same issue. Seems as thought the springs that push the pins back up break without any warning. Contacting support.

[Catburn7]

I'm so over it this unbelievable I just got mine in Aug 8 2021 and now my charger broken ugh

[Elissanp]

I got a Sense last Boxing Day and in February it stopped working, so they sent me a new one.   About a week ago it would only Slow Charge if I was lucky.   I read a post in here about the pins and I checked mine and sure enough only 3 were visible.  I sent a picture to Fitbit Support and about 5 days later Purolator delivered a new charger.  Just contact them and give them a picture of the pins, it was all done by email, easy peasy.

[Elissanp]

Mine was the same pin as well.  Definitely an issue.

[SunsetRunner]

not that simple because I do not live in US...

[Elissanp]

Neither do I.   I'm in Canada.

[Guy_]

To avoid future issues consider ordering a decent charger, such as for $3

[SunsetRunner]

Hello, do you have a link where to buy this cable? Thanks