Sense losing so much battery

[annieuk]

I'm not quite sure where to post this but my husband got a Sense as a result of the Ionic recall. He's had  it about three days and he is losing over 50% battery life in 24 hours. He has turned off GPS on all the exercises and turned off the microphone and music controls. The watch face is the default one and the display is turned on by the button. He hasn't yet set up Premium because they didn't fulfil their 12 month promise with the Ionic recall. Quite frankly, having to turn these features off is bad enough but it hasn't resolved the battery problem, not to mention that the strap has caused a rash on his arm.

We are returning the watch to Fitbit for a refund but I am so annoyed that they will not send a return label but want to issue a replacement or discount. If we want a refund we have to pay the postage for this defective watch. I thought that in the UK if an item was faulty you were entitled to a refund and full postage is covered. Any ideas anyone? We will never buy another Fitbit again as we've had nothing but trouble with their products over the years and their customer support is terrible.

[N8teGee]

Hi @annieuk.

How long has it been since you received the Sense? If it's within 14 days, you are covered by the distance selling regulations, although it seems Fitbit advertise a 45 day money back guarantee (as seen in the below screenshot and taken from their UK website). If it's past the 45 days you should still be covered by the Consumer rights act 2015, although this is when it becomes a little more complicated as I believe at this point they are allowed to offer you a replacement.

Is there a reason you are unwilling to accept a replacement? Perhaps the unit you have is defective and will be solved with a replacement? I agree that if an item is faulty, postage should be covered by the seller/manufacturer.

 

[annieuk]

We only received the Sense a few days ago. I have read how others have found the battery problematic after firmware updates and we have not had a great experience with previous Fitbit models so we wish to buy something else from a different manufacturer instead.

They will refund us but are refusing to pay for the cost of return. We will have to send it Special Delivery because of the value of the watch which is going to be more than £7.

[N8teGee]

Personally I would fight this, as one you are within the 45 day window, and two it's defective. I could understand them wanting you to cover postage costs if there wasn't anything wrong with it and you'd simply changed your mind. 

[annieuk]

Thanks @N8teGee I have been on the phone again to them today and the person I spoke to said she would send me a return label. However, the system wouldn't send the email so I have to wait 72 hours to see if a returns label turns up, otherwise I have to phone again with the case number. We shall have to see what happens.

[N8teGee]

Glad to hear you are at least getting somewhere.