Sense heart rate sensor not working

[Rach77]

I have only had my sense for a little over 3 months and the heart rate sensor has stopped working. I contacted fitbit support and they told me to factory reset the sense which I have now done twice and it still doesn't work. 

I have been told to wait for someone to contact me regarding this. It feels like it will take an age to sort out. I'm so disappointed. Also over the course of today the step data goes down each time I sync the sense to the app. Something is very wrong with my sense. I thought that fitbit would just replace it under the 2 year warranty but I have to wait for someone to tell me what they are going to do. I really hope it won't take too long to resolve. Starting to regret buying it now.

[Marrrmaduke]

@Rach77 Sorry to hear that. It seems like you really need a replacement. @WilsonFitbit could we follow up on this case? Thank you.

[LizzyFitbit]

Hi @Rach77, welcome to the Community Forums. @Marrrmaduke, it's good to see you around.

@Rach77, thanks for taking the time to troubleshoot your Sense, as well for contacting our team prior to posting. I understand where you're coming from about this situation and please know that every feedback shared in the forums never goes unnoticed as it helps us to evaluate our procedures, as well to improve our products, services and overall environment. I've contacted our Support team and I was told that your case is under review as they're currently investigate your details. Due to recent events affecting our operations there might be a delay in their reply, but be sure that your case is on good hands and will get in touch with you via email soon.

See you around.

[Marrrmaduke]

Thank you, @LizzyFitbit for helping us out. @Rach77 please keep us posted how your ticket is moving.

[Rach77]

Thank you for your reply. Hopefully this will be sorted soon. All of the sensor lights have stopped working now,  I didn't even get basic sleep tracking lastnight.Rachel Sent from my Galaxy

[Rach77]

Thank you for looking into this for me. I am happy with tge interaction from fitbit on this and I hope to post a happy post resolution review soon. Rachel Sent from my Galaxy

[Rach77]

Hi, I have just had a reply and they just sent me a link to trouble shooting the Sense and asked me to reset it which as you know I have already done twice now. I'm not really very happy about the response I just had. Please could you assist to get this matter properly looked into. I would greatly appreciate your help. 

Rachel 

[LizzyFitbit]

Hi @Rach77 and @Marrrmaduke, it's good to see you here again.

@Rach77, thanks for keeping me posted and I'm sorry fr the experience that you've had with our team. Usually our Support team will request information from you to make sure that the correct troubleshooting steps have been exhausted. I understand your point of view and I've forwarded your posts so they can look into your case and continue helping you. Please keep an open communication with them.

Have a good day.

[Rach77]

Thank you, I  will. Sent from my Galaxy

[Marrrmaduke]

@Rach77 thank you for updating us, and @LizzyFitbit thank you for keeping your hand on the pulse. It seems like the ticket is traveling the usual way. Since hard reset doesn't seem to resolve the issue and hardware is failing now, I am sure Fitbit will provide you with the replacement. They're pretty good about it, no matter how slow it may seem. Covid and all. Good luck! 🙂

[Rach77]

Hi, thank you for your reply. I have just been asked to tell fitbit which country  I live in and where I bought my Sense from, I have just replied to them. I'll let you know how it goes.Sent from my Galaxy

[Rach77]

Hi, quick update for you. I have a return authorised and I posted my sense this morning so it's all underway.  Thank you for getting involved and speeding up the process. 

I'm just wanting to say I'm very happy so far with the process. Ill update you when my replacement arrives. 

[Rach77]

Hi Lizzy, my replacement has been authorised and I have posted it back this morning. 

Thanks so much for chasing up for me. I'll let you know when I receive the replacement.

Thanks again 😊

[Marrrmaduke · Accepted solution]

@Rach77 great news! Happy stepping! I'm glad Customer Service issued a replacement! 😁 @LizzyFitbit thank you for your help! 

[Rach77]

Thanks again 😁Sent from my Galaxy

[LizzyFitbit]

Hi @Rach77 and @Marrrmaduke, I hope both of you're doing well.

@Rach77, that's wonderful news! As @Marrrmaduke, I'm also glad that you'll receive a replacement watch and thanks for your patience through this process. I hope to see you back on track soon and in case you have some spare time, check out our Health & Wellness board where you will find great tips and encouragement from other members.

Have a blessed day! 😊

[Rach77]

Hi, just thought you might like to know that my replacement sense arrived this morning! Soooooo happy. All set up on my new Samsung S21 Ultra too, it wss easier to set up on this phone too. I'm a happy customer. Thanks to you and all of the customer service team who assisted me. I'm super happy 😄

[LizzyFitbit]

Hi @Rach77. It's nice to see you again.

You're very welcome and thanks to you for your kind words about our team. I'm glad your replacement has arrived and I hope you can continue crushing your steps! Let me invite you to visit our Health & Wellness board where you can share your experiences, meet people and create new topics.

I hope to see you around more often. 😊

[DeniseC326]

Lizzy I just got a Sense to replace a Versa and am sad to see soooo many posts about inaccurate heart rate issue.  I am also experiencing this. How is Fitbit planning to remedy this issue???

[Jazzle49]

I had the same problem with my FitBit Sense, purchased Feb 2022. I discovered that the problem happened when I switched clock faces. The watch’s heart rate icon froze, but the app icon displayed correctly. I tried a different clock face, and - Bam! - the heart rate sensor displayed perfectly again.