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

[djson1]

I don't know why Fitbit is not trying to fix this bug.  I also registered 75 flights of stairs today when I probably did less than 20.  My Fitbit Ionic had kind of the opposite problem where it didn't register all flights of stairs, but I was actually OK with that because it just made me want to climb more stairs.  The other day I registered 50 flights of stairs when I don't even think I did 15!  Come on, Fitibit....your newer products should not have bugs that your previous models didn't have! You should be IMPROVING, not regressing.  I just got this Sense a week ago (directly ordered from your site), so it should be new and not an older batch.  I've lost confidence in your products. I would prefer not purchase it. 

Moderator edit:  word choice

[tcoghill74]

What's also extremely disappointing about all of this is that, according to a rep I just chatted with, there is no timeline for a fix of this issue. No timeline.

I opened an engineering support request, but I've heard nothing back from them, and they don't appear to have any plan in place to keep customers informed. No plan.

[Johann60]

Not good on the part of Fitbit, for a watch at this price, they do not repair the problem and it has been going on for several months, for me never again another product. 

Moderator edit: word choice/format

[Rich_Laue]

We don't know if fitbit is or is not working on this. We do know that it will require a firmware update and that Fitbit, has a record of taking their time in releasing firmware updates. 

[JenGel]

I am having this issue too, I never had this problem on my versa... Today it says so far I went up 24 flights of stairs... I've gone up two (which is twice up the stairs at my house). My Versa was so accurate, this is kind of disappointing. I also wake up with 100+ steps each morning, when I never got out of bed. 

[NorthYorkshire]

Very poor response by Fitbit as my Sense just started making up stair count numbers, in my sleep I walked 3 flights of stairs, and at the weekend, walked over 350 flights, whilst my wife walked the same route and had a more realistic 132 flights.

These watches are the flagship premium product. Fitbit accepts there is an issue but won’t change over products or replace. They are happy to kick the responsibility can down the road.

Shocking and unacceptable attitude.

I had to post this under Charge 3 as Fitbit don’t provide a Sense watch in their drop down. 

[Odyssey13]

Hi @NorthYorkshire  I moved your post to the Sense area so you can get more relevant responses.

[SunsetRunner]

I'm having the same issues as well. Started around the 2nd week of March. Can we get an update on a fix that may be in the works. Hopefully this is not a bug we are expected to live with since based on the thread started last year it sounds like there is still no official resolution.

[LadieLilac]

What about the rest of us that are having the same issue? How can we fix the very inaccurate floor count?

[grace3232]

that's bad

[FatBasdard]

Problem is it's interfering with the calorie count, especially since it's synced with myfitnesspal... Really bad domino effect on those who are trying to lose weight after winter lockdowns.

So now, we've spent £300 and a premium monthly subscription on a watch with the following current unresolved problems (bought in Oct 2020, problems since Dec) 

1- Losing charge in 3 days instead of 7 when it was new (no extra features on like GPS etc... which defeats the purpose of having bought the new version)

2- Stopped starting for a week recently until hooked up charger to my 65W SVOOC phone charger.

3- Warning message saying slowly charging, despite being hooked up to 65W charger.

4- Hyperbolic floor count affecting real calorie counting, and knockdown effect on linked dieting/fitness apps.

Thanks for explaining the floor count is  firmware issue and no solution for it, as I was going for a hard reset. I really hope the battery issues are also firmware. 

[Arecad]

The worst part about all this is that Fitbit is aware of the problem and has been for a long time (among other problems) and yet here we are still complaining about it. When you aren't supporting your premium product, it's very telling. The fear for me is that they think it's software but truly is hardware causing this which means no fix other than removing the stair count from the watch completely. If it's impacting stats, it should at least be removed but obviously we all want it working. No point in having a metric that skews stats and has zero value.

[FatBasdard]

Absolutely. That's a brilliant and simple temp solution BTW!

Imagine Fitbit got us to the point of asking for the removal of a feature, instead of addition, just so a premium product could barely work like it should... Not good!

I'm having the same fears of it being a hardware problem since we were early adopters and they could've rolled out a faulty product but it seems others who bought Sense later in 2020 are having similar problems?

I like the brand, but what sealed its fate for me is the current state of Customer Support who aren't taking any ownership of the problem. 

Moderator edit: word choice

[Arecad]

I bought mine 2 weeks ago so if it's hardware, it's still a problem.

[Sanman5700]

Fitbit ARE YOU LISTENING.  This is software and you broke it and any college grad could fix it.  Show us the code and accept community help if you hired bozos.  Or have this DEV'd in foreign land.  For god sake its been MONTHS and you are reading these notes I presume.  I just gave Amazon the news/review and you should all do the same.  I want a refund as it does NOT detect AFIB either.  

[FatBasdard]

Fantastic news everyone! Fitbit is adding snore detection... Sod fixing the Sense floor count, the fitbit boffins decided sleeping is the future! 

Moderator edit: format

[tcoghill74]

Yeah, I just got off the phone with support and was assured that this is a priority and engineering is working on the issue. This has been the response every time I have called them. This has been an issue for how long now and they still can't get it right. Oh, and I was also told "Oh, there's a new firmware patch that will fix the problem and it is running in the background. It's almost done. Just wait another few days." Six days later, nothing. Four days after that, nothing. While you're at it, do a factory reset for the third time. That should fix it. A bunch of malarkey.

This isn't important to them, and it never has been. If it was, it would have been fixed by now, or they would have issued a recall and offered replacements. Instead, they're "making it a priority" and it can't be replaced under warranty because it is "actively being worked on."

Instead of making this a customer relations win, the company has decided to cultivate disgruntled customers. Bravo.

[Rich_Laue]

We know when it started @tcoghill74 with the November firmware update. Hopefully the current firmware being rolled out will fix it. 

One thing to note is fitbit rarely puts out a new firmware that only fixes one issue or one update. 

I only can think of one time and that was proceeded by harping the bad firmware. 

[Darwin53]

I was wondering if a patch has been issued as my over counting of stairs came to an abrupt halt.  For the last 5 or 6 days it stopped logging 70-80 floors everyday.

[LadieLilac]

Today is the first day I have no floors logged and I haven't done stairs
yet, so maybe it is finally fixed.