Sense charging cable is broken

[Liam_e]

I got my sense at the start of June so it's fairly new, but about a week ago I noticed it wasn't charging as well so I looked at the charger and I saw that one of the charging pins was stuck down which was weird because nothing has happened to the charging dock bit. So I was wondering what do I do now? Also I live in NZ so I don't know if that will have an effect anything. 

Moderator edit: subject for clarity

[lablover55]

request a new one..

[Liam_e]

Do you know how I would do that?

[Gr4ndp4]

Hi, @Liam_e, talk to "Customer Support" here, I recommend you use the chat facility or phone for a prompt response.

Cheers

[WilsonFitbit · Accepted solution]

Hello @Liam_e. Welcome to the community forums! @lablover55, @Gr4ndp4 Nice to see you around and thanks for your input! 

@Liam_e Thank you very much for the detailed information and for any steps you've followed. At this time, I was able to see that you have reached out to our Support Team and they have provided a replacement charging cable for your Fitbit Sense. If you still have any questions or inquiries about the outcome of your case, I recommend replying back to them and they will be more than glad to continue assisting you. 

See you around. 

[Mahesh_A]

I am also facing same issue with the recently purchased fitbit sense charger. One of the pin went inside. I have contacted the support team. They have raised a ticket have to see how many days I have to wait.

[bena]

I’m sure Fitbit will just replace it, what worries me it the it will happen again 

[down_and_out]

my third cable has quite on me this morning.  When I first had the issue it required sending back the defective cable first and then hoping to get a replacement.  It was easier, quicker and cost as much to mail it as to just buy a new one so that is what I did.  Heading out in about 10 to buy the next OEM cable replacement.  At this rate I will have spent the cost of the watch in another 2 years just on cable replacements.

And once that pin gets stuck it is impossible to get it out.  I may dissect the current faulty Fitbit cable just to see if anything obvious stands out.

Simply no excuse for these cables to fail as often as they do.

[KamHaider]

Really ?. I raised a support chat and all they wanted was a quick photo of the cable with the ticket number written on a scrap of paper in the picture (to prove its my cable) and they have started steps to process a replacement cable.

[down_and_out]

Yes really.  That is how bad their product support was when issues started with Sense. 

For comparison, I left the house 2 hours ago and now my Sense is charging once again.  Let me know how long it takes to get your cable so we can compare.

My frustrations:

- we were required to ship a defective cable back and when it was rec'd the replacement process would start.  Now you can send a photo; but

- did Fitbit advise all users of Sense that the faulty cables with the defect could be replaced by sending a picture of the cable once the defect presented along with the ticket number?

When in the store saw Sense was down to 2/3's what I paid.  But cable prices are still the same despite the defective design that is prone to failure.  Which means the cost of new cables will equal the replacement cost of the tracker sooner.  

Which raises the question: is Fitbit remaining silent about the cable problem and the new process for replacement because must users (of any product) don't check on line with community groups about problems and so Fitbit is able to sell more replacement cables?

Was looking at other brands when picking up the cable because eventually the cable issue, erratic charging, questionable tracking data  accuracy will overcome the utility I currently find with the Sense.

Hope your cable arrives soon so your Sense is back on your wrist sooner.

[DannyD2021]

The Fitbit Sense charging cable is defective.  I ordered a Fitbit Sense via Amazon on 6/21/21.  Every couple months, one of the four pins on the charger gets stuck pushed down and the watch won't charge.  I got my fourth replacement cable from Fitbit in December 2021.  I also bought an aftermarket one on Amazon to see if a different manufacturer would last longer.  The aftermarket one broke in the same way with one pin stuck down.  The fourth Fitbit branded one broke yesterday and I now have a customer service agent from Fitbit shipping me my FIFTH official charging cable.  I now have an epic pile of Fitbit e-waste in my house and I've only had the watch 10 months.  The last few times they made me take a picture of the failed cable with an order number.  This time they didn't even ask for that, they're just sending me a new one no questions asked.  Besides being annoying, this is an incredibly wasteful way to deal with this problem.

[KimTarrington]

I've only had mine 2 months and already struggling with the same problem. As well as the unit itself is acting up...this has been an ongoing problem for years...for what they charge you think they would make a higher quality product!

[Gr4ndp4]

Hi, @KimTarrington, welcome to the community, as suggested in earlier posts contact "Customer Support" here, use the chat facility or phone for a prompt response.

You mention other issues, please start another post with details so community members can assist you.

Cheers

[Danielobvt]

I hope they fix this in the next version. Most fragile charger I have encountered in 30 years of tech...

[Snappergc]

Agree.  Have had same problem with two out of three charging cables now.  Somehow, the tiny little spring that keeps one of the four charging prongs extended is not doing its job. I did take one of the defective cables apart, but it’s not something that can be repaired So, a tiny little defective component that that is barely visible to the naked eye and probably costs a fraction of a cent to produce is keeping Fitbit’s customers from using a device they have spent several hundred dollars to acquire.  Just sending out more charging cables doesn’t seem like the best way to address this problem unless FitBit has first  (1) investigated the technical deficiency that is causing the problem (faulty micro springs?); (2) addressed it with the manufacturer of the charging cable to fix the defect and produce a new supply of non-defective charging cables; and (3) communicated with its customers to explain what FitBit has done to address the problem.  The Sense is FitBit’s top of the line and most expensive product; you’d think they would want to keep the customers of this product happy.

[MsLadyZ]

I noticed my sense wasn't charging this morning and sure enough, one of the pins is stuck.  I've had it 27 days.  😞  The 1st rep I chatted with stated that since I can still see the battery charging icon on the watch, then it is charging.  Ummm  NO.. I went from 28% to 22%, so it was not charging.  Then he told me to hold down the button until the Fitbit logo was displayed and then plug in the watch for 30 minutes.  If it did not charge, then to call back and I may need to send my watch back.  Of course after 30 minutes, it did not charge. I got on the chat line again and the 1st thing the next technician asked was if one or any of the pins shorter than the other.  Knowing the issues with the charger, asking about the pin position's should be the 1st question the technician asks and once that is confirmed, send you out a new charger instead of wasting people's time.  It's absolutely ridiculous that  $300 watch has a charger that  will not last a month.  I think I've charged my watch about 4 times.

[KB9WNS]

Same here.

[BillyBunter]

I have also had the same problem, and have replaced the charger twice now. I think Fitbit/Google need to redesign the charger as the pins seem very poorly built. 

[AlMid]

I am having the same problem. Fitbit refuses to send me a new charger though because it is outside the warranty. It's very disappointing because I can see that this is happening to a lot of people. It's making me reconsider Fitbit even though I've been a user since 2015. Fitbit needs to do better.

[Glynstab]

I’m on my third replacement it’s a design fault in my humble opinion.