Sense in cyclic reboot

[Teo86]

I just received my Sense, started the set up process and was waiting for updates to finish. Eventually my app said it couldn't connect and now my Sense is in a cyclic reboot.

The Fitbit logo appears, then the home screen for a brief moment, then it reboots. I've rebooted the device myself by holding down the button for 10 seconds. 1 hour later, it's still cyclically rebooting. There doesn't seem to be a factory reset.

Anybody else run into this? Fitbit support didn't have an immediate answer and is escalating. 

[LizzyFitbit]

Hi @Teo86. It's great to have you on board.

Thanks for sharing detailed information about your Sense's behavior, as well for contacting our Support team . I'm sorry that it's constantly rebooting This shouldn't be happening and because your case was already escalated, I'd recommend to wait for their response as I'm sure they'll continue working on this until they have a solution for you. Please keep an eye on your inbox and don't hesitate to let me know if you have other questions.

Keep me posted.

[Teo86]

@LizzyFitbit Well, no response from escalated support still. I called yesterday as well and support confirmed that my case was escalated. So I'm just waiting.

[Teo86]

For anyone who searches for this issue: the only solution is to ship it back, which support finally got back to me to do. 

[LizzyFitbit]

Hi @Teo86. I'm glad to see you here again.

Thanks for keeping me updated and I'm glad that you received assistance about your Sense. Please follow our team's instructions so they can continue helping you. If you need anything else, feel free to let me know.

See you around.

[Teo86]

For anyone who searches this topic or was following it: Today I finally received my replacement Sense watch. It does work and all is well. That much I am thankful for.  The process to get this replaced was not the greatest however.  I tracked my watch as it returned to Fitbit.  Sadly, the supplied label was for USPS.  Right now, that means less than great service.  It took two weeks for the watch to ship back to Fitbit.  From there, it sat at the Fitbit warehouse for 5 days before Fitbit emailed me and acknowledged they received it.  It took another 6 days before Support emailed me, asking me to verify my contact information.  I emailed within 5 minutes of receiving that email from Support.  It took another 4 days for them to email back and let me know that a replacement watch was being shipped to me.

From the beginning of my support ticket until receiving my replacement was just over a month in total.  All of this without any delay on my part.  Another element to this is that at no point could I review or check on the status of my ticket since I had no means to look up the status.  I simply had to trust that Fitbit didn't forget about me, which is disconcerting in today's consumer market. 

While the product is fine now that I can actually use it, the support leaves something to be desired.  (That is NOT an indictment of LizzyFitbit, btw, who was as responsive as she could be and did everything within her power as a moderator!). I hope Fitbit can improve their support in the future.

[LizzyFitbit]

Hi @Teo86, welcome back to the forums.

Thanks for taking the time to share that your replacement Sense is working well. I understand where you're coming from about the return process and the interaction with our Support team, and I'm sorry you've had this experience. Every feedback posted in the forums helps us to evaluate our procedures and improve the Fitbit experience with our products and services. Your comments won't be the exception and please don't hesitate to let me know if there's anything else I can do for you.

See you around.