Sense heart rate monitor isn't working

[SunsetRunner]

The heart rate tracking is an absolute joke, I want a refund so I can buy a device concerned with accuracy.  They all say within a few bpm, I beg to differ, every ride tracking my heart rate with a leading chest strap has my rate average in the low 130’s for my ride, yet Fitbit always comes in around 108.

I want a refund

Moderator edit: updated subject for clarity. 

[Odyssey13]

Hi @SunsetRunner  here is the refund information - click to go there. If you bought it directly from Fitbi.com, the return period is 45 days. Each retailer has different time frames in which to return a product. 

[t.parker]

@SunsetRunner  what is stopping you from getting one?

[SunsetRunner]

I bought it from a local retailer, not Fitbit.  However prior to finally giving up I was trying different methods to get it to work, yesterday was the final test, and it failed.  The product is simply not capable to do as described.

You have to laugh as they suggest sending ecg info to your doctor, just what busy doctors need, being inundated by a bunch of Fitbit wearers with incorrect information.

Fitbit should be ashamed of themselves!

[t.parker]

@SunsetRunner can't you return it back to your local retailer? If you buy anything it's always worth asking about the return policy and if that is not acceptable you don't buy an item. I bought my Sense from Amazon, returned it by the end of the return window, and got a full refund. I think, to return the product to Fitbit you need to buy it from them, not from another retailer. Otherwise, the only thing you can do is replacing it (which in case of bad HR is rather pointless). Never keep the product that you're unhappy with longer than its return window.

[AndreaFitbit]

Thanks  for getting back to us @SunsetRunner, @Odyssey13 and  @t.parker. I'm sorry to hear your Sense heart rate monitor isn't working @SunsetRunner.

As @Odyssey13 mentioned you can check the Return Policy. And as @t.parker, you can return the product back to your local retailer, depending on their own policies.

We ask that posts stay relevant to the thread's subject, be productive, and follow our Community Guidelines. Thank you for your cooperation in keeping this a welcoming and constructive place for all members.

[lzam]

I wanted to let you know that I've been trying to deal with this for over 2mos. They sent me a new Sense and it still doesn't work. Sent another email today asking for a refund.

They acknowledged in an email it doesn't work but won't refund because it's past the 45 days even though they know it doesn't work. I'm totally stuck with a faulty product by a company who knows their $300 product doesn't work. 

I'm willing to take this to the higher ups and make this an issue for all of us dealing with this issue. Totally unacceptable.

[lzam]

My issue is they won't do anything after 45 days even tho their product doesn't work. 

This is a big issue for me. They should cover a product that doesn't work...it's basically a product that should be recalled. 

[JuanFitbit · Accepted solution]

Hi @lzam. Thank you for your messages and feedback.  

If you have any doubt about the 45 days return warranty  you can have a look at this: RETURN POLICY

Be aware that this applies only on the first 45 days from the date of shipmen after the purchase on the Fitbit online Shop. 

Any question about the warranty can be found here: Limited Product Warranty.

If you have any question regarding your case, you can always reply to support to the last message received. They'll be glad to go through your case with you.

See you around. 

[SunsetRunner]

Could not agree more.

Get Outlook for iOS

[lzam]

My issue is less about your policy and more about the fact that your
product is faulty. The Sense doesn't work!

Best analogy I can provide is that it's like buying a car but the engine
stops working, but you won't recall the car because the car still looks
like a car, who cares if it doesn't work. Fitbit's entire premise for your
watches isn't that it tells time but it monitors your health and fitness.
If the core of this product, the Sense, doesn't monitor heart rate
accurately your product is defective. It's that simple!
Your return policy means nothing in this instance. You've made it clear you
know this is an issue in emails to me but your skirting around the
issue...so you don't have to be responsible for the real issue.
That is this biggest issue for me. I will move to a new fitness brand and
will share this story wherever I go. Incredibly disappointing.

It's less about the cost and more about standing behind your product!!

[SunsetRunner]

I got the update 128.5.38 on my Sense this morning. The heart rate issue is still there. I ran a 5k and it's still off by 20-30 bpm. It'll even tell me my heart rate dropped even though I'm running pretty intensely. I don't care about the fancy "bloatware" or options they're adding to the device with this update. I want it to provide me an accurate heart rate. A pricey device and it still doesn't work...like almost 2 years later.

[t.parker]

@lzam apart from the HR issue, why would you agree to get replacement device rather than refund right away (within first 45 days as the policy states)? It makes more sense to return the device and buy the new one which is covered with new warranty and gets own return window. This gives you less headache about time running out (as far as I know the return policy runs while you are waiting for the replacement device being shipped) and, in case the new device suffers same issue - full refund again and look for something else. That's my advice for all customers - use refund rather than replacement and test the watch thoroughly during the return window. About HR, it's just not working and I hardly believe the firmware update is going to help.

[lzam]

I can't return it because it's past the 45 days. I'm not following your
recommendation.

[BrummieJL]

I understand your 'answer' Andrea, but @SunsetRunner has a point. I also bought the Charge4 because I wanted to monitor my heartbeat because of irregularities. I prepared and compare. Especially in sporting-mode and fx. I have pikes in my BPM and hoped it would show in my dashboard. But it regrettably did not '-( and not bacause there weren't any... Could you address the problem Andrea?

[BrummieJL]

And another FitbitModerator shared these pointers, perhaps these work for you? https://help.fitbit.com/articles/en_US/Help_article/1565.htm