Sense didn't track sleep stages

[PerHaugen]

I got my sense a few weeks ago. I do get my SpO2, Skin temperature, HRV, RHR, but I have only got BR and sleep stages one night. I have adjusted the band up and down, tried it loose and tight, changed the arm, rebooted the phone and sense without success. I have noticed that I have to log out of Fitbit when I have used the mindfulness app or the relax app. If I do not I will not be able to log see anything in the Mindfulness app. I will be thrown back to the previous page

Moderator Edit: Clarified subject

[Kitsap_Kid]

Ditto,

Since my first post I have been on the phone with FitBit on three different occasions (FitBit Case number 40022623).  My Sense stopped tracking Sleep Stages, HRV, RHR, and Stress Management on 28 January, again on 5 February, 8 March and last night.  The three times I've called it's been same answer, you slept in a way that didn't allow the Sense to track properly, you wore it too lose, you wore it too tight, try deleting the App and factory reset the watch, etc., etc.  Think there is either an issue with the App or the watch sensors as someone else has noted.  If it's the App you would think FitBit would be working on an update(?)?  I'm frustrated with the watch and the FitBit support, may just return the Sense and purchase an Apple Watch 6!!!

[PerHaugen]

I do have an exceptionally low heart rate too. My sense use to report down to 35 hearth beats during nighttime, and I have times when it touches 32. However during day time I get counts that are between 10 – 15 beats too much. During night time I do not get breath rate either and can not use the health metrics option.

[rugarcia954]

So I was going to return this but I was concerned that they would try and send me another watch. I actually purchased 2 of these pieces of junk. Like you, I specifically bought it to track sleep stages. It clearly is not doing that at all. It also has an issue with temperature sensing and HRV.

Where you within the 45 day return window? Did you get a full refund?

I have had both watches for a little over 90 days. At this point I really just want to send it back and get some sort of refund. I don't want them to send me a replacement.

I bought my Sense's through Amazon.

Did you go an get an RMA issued through Fitbit customer support?

Thanks, Rudy

[staceygreens]

I have not returned it yet to Best Buy.
I saw another post in here that advised you might have some recourse through something called the Consumer Protection Act.

[rugarcia954]

I don’t think that I will be able to get any kind of refund after 45 days. Here is an excerpt from the warranty web page. 

EXCLUSIONS AND LIMITATIONS

Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. This Limited Product Warranty does not cover software embedded in any Product and related services provided by Fitbit. See the Fitbit Terms of Service for details of your rights with respect to use of the software and related services.

They covered themselves quite nicely. I’m screwed. 

[Sleepstageless]

You won’t look back if you return and purchase the 6, it’s life changing and works perfectly 

[Sleepstageless]

I do think the common denominator with everyone having issues is low heart rate.  The sensor in Fitbit doesn’t seem to be consistent with this. 

[Sleepstageless]

Definitely  contact Amazon and tell them you want a refund, quote any Fitbit case number you have so they know you have tried to resolve your issue and you are not just returning as have changed your mind 

[LarisaAR]

Hi Base Runner,

you mentioned that you like Apple 6 , but if I understand correctly it doesn’t provide sleep stages. By the way I have the same problem: no sleeping analysis for couple of months on my Sense. It was great first 2 months since I bought it, but now it’s useless. I wish Apple would add sleep stages, I would be.definitely a customer. I am highly disappointed in Fitbit products: me original Versa was garbage, and Sense appears to be the same.

[HighgateHillbil]

It would be nice or even decent if FitBit would let us know if there are known  issues with the Sense not recording for a lot of people. I have to believe it is a lot of us with the same issues. Mine will work a night and then not for the next 4 or 5. I've had it on so tight I'm lucky I didn't loose my hand !  Fitbit, are you working on these issues ?  Please let us know so we have hope the $ 300 watch will maybe work in the future. Thanks.

[Darwin53]

They will never admit that this is a design flaw. Otherwise they have to do something about it. In the meantime they will keep selling the watch.

Selim Yalvac
Sent from my iPhone

[JD1980]

Mine goes down to 33!

[PerHaugen]

During last month I had successfully only tree measurements. I do not understand how Fitbit do not come up with an explanation.

[JD1980]

Same. Works one night , fails to register the proper sleep time for the next few nights . I am so annoyed at how much I spent on this trash

[JD1980]

Really wish I had bought mine on Amazon now 😞 

It's in settings up in the top right corner at the bottom of the list. Not that it will probably make any difference 

Moderator edit: format and updated post.

[PerHaugen]

My former Ionic worked well for nearly 2 years but the last month before the arrival of Sense it stopped and turned out to be very volatile. I thought that Sense would be better, but I was wrong. I see that the new Charge 5 will arrive, but I doubt that they have done anything to solve this problem. I will not buy it so far.

[JD1980]

Hi Sleepstageless can you tell me how you managed to return it? Did you buy it from Fit bit or another outlet ? 

[AndreaFitbit]

Hi everyone,  this thread is now closed and if you have any other questions, please post them in a new thread.

You can follow @LizzyFitbit's advise.

Keep on visiting the forums.