Sense is counting too many floors

[Deepvalley]

My new sence dosnt counting the right floors there are too much what can i do. sg Kurt

Moderator Edit: Clarified subject

[mike71864]

I have not seen one. I have also found the heart rate is off after reading other threads. I only use mine now as a watch and to push my mother to move more. My brother in law purchased 3 of them but immediately returned them after I told him about my issues. Maybe they wikk fix the issues someday  

[Donno]

I seriously doubt it. They won't even acknowledge the problem.

[dlpiecora]

It’s really disappointing. I’ve been with Fitbit since they started and they were such a good company. If something broke they sent you something new. Now the floors are wrong I don’t know if the sleep is correct or anything? I can’t get a hold of anyone either the support is terrible! there is no support!

I’m going to have to switch to Apple. The Fitbit sense is so expensive to not have any support. Anyone know how to get a hold of anyone who cares?

[mike71864]

I agree as I have been with them forever.  No clue how to get a hod of them 

[NyeeNyee]

I recently contacted customer care to report my issue to a live person. They asked me to change my clock face and give it a day or so to see if the floors would be counted correctly. I did this and nothing changed. But they did say I could call back and get a replacement Sense if the problem continued. Of course I have to ship it back first and wait for the replacement with out the use of a tracker. 

[RobAshMak]

I doubt the clock face is the problem since it seems thousands of people
are complaining about this same issue and we aren't all using the same
clock face.

[Guy_]

It's not a watch or clock face problem so don't send your good watch back for a refurbished one.

If you have doubts about your watch though, as it's such a common problem, try the SimpleFloors app for a test.

You will be able to see how your pressure sensor is working and if you can get a better floor count, so you will know where the problem is. 

[NyeeNyee]

Oh my, thank you for pointing it out. Yeah I don’t want a refurbished item. And I know it’s not the clock face or the watch. So grateful for this community! Thank you for posting your thoughts!

[bivaun]

My Sense has too gone out of whack with stairs climbed.all updates are completed, I turned device off and back on. And am at a loss. 
the device worked fine the first year and a half so not sure what happened 

[primortal]

@bivaun Fitbit introduced that particular bug over  a year ago and have refused to acknowledge nor fix it.

[NatomCZ]

It appears it might be a hardware related issue, which manifests itself
after some time of using the device. That would explain why it affects
different people at different times (rather than all after some botched sw
update). Fitbit has not acknowledged the issue, however it seems very real
according to the number of people reporting being affected in the forums.
Looks like Fitbit isn't able to fix it in sw and might be afraid of having
to replace the hw to everyone. Quite disappointing 😒

[ke0gh]

@NatomCZ Completely agree with this assessment. Others have suggested the same previously. 

[Drasylera]

Confirmed that it's not the hardware. Ive gone up stairs twice since midnight. Fitbit is saying 13 today 😒. So I agree I think it's definitely a Firmware issue. When I've had "Simple Floors" up, it's given me more accurate info.

[Guy_]

As @Drasylera  says, if it works better with the SimpleFloors app then it most likely confirm it's a firmware/app issue.

I also found more reasonable results with the app, matching an original Versa which is still accurate after years.

[NatomCZ]

It's possible that the altimeter loses its precision over time and starts
behaving differently compared to when new. It might be that the change of
behavior is not deterministic (it's difficult to identify when it happens
on each device; or might malfunction differently on each device). That
might explain why Fitbit struggles to fix the issue for all users. If it
takes time until the ill-behavior manifests itself, it would explain why it
escaped internal testing during product development.

It might be solved in a new generation of Sense/Versa. But will people have
trust to purchase a new Fitbit device when the company does not acknowledge
its mistakes and mistreats its customers?

I like my Sense watch but no response on this issue from Fitbit is
frustrating. I've had some great experience with HP when handling their
design fault with printer paper feeder.

[ke0gh]

The level of customer service is a bigger issue than the floor count at this stage.

[Guy_]

@NatomCZ  - what sort of result did you get from the SimpleFloors app?

[NatomCZ]

@Guy_  Previously, I've used SimpleFloors just briefly and it seemed to give more reasonable counts over Fitbit. It consumes battery quite significantly, so I didn't do any longer tests.

Today, I've launched SimpleFloors at wake up and am baffled with the results at 4 PM.

SimpleFloors has counted 4 floors for me.

Fitbit has counted 27 floors.

I've taken notes during day and counted 19 flights of stairs.

Quite strange indeed.

 

[rfprice62]

My Sence is having the same problem. I have searched all over and even tried that SimpleFloors App. I don’t see where that is even doing anything. I can’t even find it after downloading it. Does it run in the background?

I think it is a glitch in one of Fitbits updates. But they don’t even acknowledge that there is a problem.

Whats the “Sence” in even having this thing. It’s throwing off tracking my exercise, calories burned, etc. 

[Drasylera]

When you download it, it should be the last app... Sense isn't the only device having this issue either. I have the versa 3 and got this issue after an update they pushed, probably 3 updates ago. I'm glad there is a lot more people posting here. I hope the monitors notice...