Sense is too Cold to Charge!!

[Andre_o]

I have had my Sense for 2 years and 10 months, a premium subscriber and looked after it better than I looked after my partner (don't tell her!).
2 weeks ago, I took it off my wrist and placed it on the charger and the message on the screen read "Your Fitbit is too cold to charge, try warming it up!" It was 22° C (71.6° F). I put a blanket around it and rocked it in my loving arms, still the same issue! I checked the forums and the first thing mentioned was to purchase a new charging cable. I placed an order with Fitbit for £20 for the new cable and it took 5 days to arrive to London from the Netherlands. What, no stock in the UK!

It still will not charge, it is completely dead, I have tried everything including having it on charge for 3 days! Following a support chat on the Fitbit app, I received an email saying that it is out of warranty which is limited to 2 years. Hey it's no problem, in the next line there is a link to the Fitbit family of products in the online store, which is repeated again just to remind me again to spend another £200 plus! I wonder how many other people have lost their Fitbit just outside of the warranty period! I am so frustrated. I had just returned to exercising following long illness and also monitoring my sleep because of Sleep Apnea, but Fitbit says, no problem, we have other products to spend your money on! My friend has a Samsung Gear S3 since 2017 and it's looks new and functions perfectly. I don't expect these to last forever, but I do expect longer than 2 years 10 months! Not even a touch of a percentage of goodwill, or even a thanks for your loyalty! I feel very let down by Fitbit!

Email from Fitbit:
Thanks for providing additional information. Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy. For details about our warranty policy, see fitbit.com/returns.

You can learn more about the latest options in the Fitbit family of products at fitbit.com/compare and fitbit.com/store.

If you have any other questions, please visit help.fitbit.com.

You can learn more about the latest options in the Fitbit family of products at fitbit.com/compare and fitbit.com/store.

If you have any other questions, please visit help.fitbit.com.           

 

[Guy_]

HI @Andre_o - unfortunately it may be a terminal fault and you can find posts in the forums about it. Fitbit are only dealing with replacements under warranty.

It may not be tied to getting wet, but issues like that can cause internal damage. Again have a look in the forums as it does happen to others too after warranty and the ones that fail during warranty don't often appear in the forums because they just get replaced.

Even if they did offer you a 30% rebate on a new watch it would only be valid on later more expensive models that don't have all the features a Sense has.

It is all the more unfortunate because the Sense is quite a nice watch. There are other brands now that have an even longer battery life and loads more features if you look around.