Sense has gotten stuck on Fitbit logo

[NikkiF135]

I have been a loyal fitbit customer for many years and have always been happy with the products.  I upgraded from my original Versa to the sense early this year and so far it has gotten stuck on the logo screen twice and has taken days to fix it.  I’m torn between replacing or getting the Sense 2.  I’m still under warrenty and don’t want a refurbished one.  Either way I don’t want to shell out more money after just buying this sense earlier this year.

Moderator Edit: Clarified subject

[JohnnyRow]

Don't just assume the Sense 2 would be an upgrade without carefully checking the specs for the features that are important to you.  Some features that some people just assumed would be included have been dropped.

[NikkiF135]

I’m not assuming anything. I did a compare and know what features are
there and will be there. All the ones I care about are there and not on
the Versa 4. I also do not want to get a refurbished watch as a
replacement. I am torn as to what I should do. If I could get my money
back I would get it back and continue wearing my Versa 1 and do without the
features that I love with my Sense.

[Clove6060]

You’re assuming there will be no bugs with the Sense 2.  

Can you let us know how and when the screen freezes and what was the fix each time?

[NikkiF135]

I am not assuming that there are no bugs with the sense 2 or the Versa 4.  However if there are and I have this same issue I will be done with Fitbit and will be demanding my money back.

Every time the screen freezes l, which is random I have to hold the button in until the logo disappears and comes back wait for vibrations, etc.  It takes for ever to work and I’m tired of it.  I gave owned several fitbits over the years and never had a problem until now.  I had only bought new ones because i wanted to upgrade and gain new features.  Like I said I am very disappointed in this watch.  

All I wanted to do with this post was voice my disappointment.  I never said anything about a new watch being better or bug free.  I was just trying to figure out which way to go with the choices I have. My choices from Fitbit were buy a new watch at 50% off or get a replacement Sense 1 which am sure is a refurbished one and most likely wouldn’t be better than what i have now.  It seems they can’t figure out software wise what is causing the problem. 

[MarkMM]

@NikkiF135 You don't have much choice? Pay more or take a refurb. What else is there? I'm going through that myself. Almost rather try another factory reset before having a warranty refurb sent. 

[NikkiF135]

Exactly! All I wanted to do was vent. I never had issues with any of my
past devices. I have been trying to factory reset for the last 2 days. The
last time this happened it took days to get it to reset. It is just so
frustrating. I’m currently wearing my old Versa and missing the features
of the Sense.

[Lalo0619]

I have had the worst experience with replacing my Fitbit sense. They said 3-5 days. It's been almost a month and there is zero communication from them. I have to go to the chat support, they say they are escalating the issue then nothing. And you're right that I'll probably get a refurb device that is going to be just as bad as the first one. If you're willing to buy the sense 2 and take your chances I would definitely do that over sending the sense in for a replacement. I'm done with Fitbit and will be getting a Garmin instead of the sense 2 like I planned. 

[Clove6060]

@NikkiF135 @Lalo0619 

I would take a risk with refurb instead of shelling out more $ for the Sense 2 (at 50% discount) with the possibility of the same outcome.

[Lalo0619]

Me too, which is why I sent mine in. She said she doesn't want a refurb and the replacement process is so ridiculous and horrible that if she is willing to spend the money for the sense 2 she should instead of dealing with Fitbit's atrocious process.

Really, she should look elsewhere entirely and leave Fitbit behind. 

[NikkiF135]

I have been looking at Garmins off and on.  My husband had one and had trouble with it staying connected to his phone .  It also seemed harder to use compared to Fitbit, but I may have to go that route.  

[MarkMM]

I certainly wouldn't switch brands while still under warranty. Maybe play along with a replacement and get ideas what you're doing next in the mean time? That's my plan. Unless the Versa 2 is still available down the line.