Sense charger warranty

[samanthaoconnor]

I contacted support last week because my sense was not charging/turning on. After troubleshooting, they sent a new Sense and I received it yesterday. The replacement sent was only the watch face- not the entire product of band/ charger cord / watch face. 
I put the new watch face on the charger and began syncing with my phone and app and noticed the new watch was also not charging.  Now I believe that the cord is bad- not the watch face that was replaced. I contacted service via chat today and was told I have already replaced my watch and they can’t do anything. Is the charger not covered under the warranty that replaced the watch face last week? 

[JohnnyRow]

Did you have to send back the other Sense pebble?

[samanthaoconnor]

No, they did not ask me to. I can if needed. 

[Guy_]

Hi @samanthaoconnor  - well that is good because the original may be better than the watch they sent, so hang on to it.

The charge cable is most likely at fault which is a common problem - see How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen 

If they won't send you a replacement cable under warranty you can easily buy them online.

[JohnnyRow]

One way to look at it, if your analysis is correct and the problem is the charger, not the Sense itself, then you just got yourself an extra Sense for free, and better not to question it.  You can buy extra charger from the Fitbit store, or third-party chargers from Amazon, probably get 2 for less that Fitbit's price.

I would agree, warranty does apply to pebble and charger both, if you really want to pursue it, but I would fear if you convince them the problem is the charger, they might want the other Sense back.

Another thing to consider before buying new charger, make sure it is not where you are plugging it in.  You probably have done this, but try another outlet.

A caveat I just thought of, maybe Fitbit has some way of having disabled your original Sense so it cannot be used now that it was replaced.

In any case, for myself I would probably just buy an inexpensive charger from Amazon and get it quickly, rather than try to go through warranty process again, but it's your call.

[DReinig]

The charging cord for my Sense stopped working Saturday, after 10 months of use. I reported it to fitbit but they said it's not covered under warrantee (even though it's a known issue).

[pgadams1]

My charger pad failed after 4 months. First I got a persistent message regarding slow charging which I ignored, then it stopped charging. After close examination I can see that one of the 4 spring loaded pins is no longer spring loaded. I Just bought a replacement cable and it is currently charging just fine. It is bad business for Fitbit to not offer replacement of a part they know is failing. It came in the box, it should be covered.

[Rucker32]

I bought the Fitbit, charger(which the prongs are broke) & Warranty Plan in June 2022 and it's still not covered. When I went to purchase a new charger on their website it comes with a 1 yr warranty.....How can this be?

[Guy_]

Hi @Rucker32  - the charge cable has a 1 year warranty.

During the year [2 in some countries] all parts are covered by warranty, so you needn't buy a new one.

Try chatting again via the Fitbit App, click profile photo, Help & support, Contact Customer support, and ask hem to send a new one.

Also check these links to prolong the life of the charge cable.

How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen 

Tips when using the Sense or Versa 3 charging cable

[pgadams1]

I gave up with my broken charger pins and got a Samsung Watch 5.

[Rucker32]

Thanks Guy_. I'll follow up with them today.