Sense microphone doesn't work

[FernandoSV]

Hi, the microphone of my fitbit sense doesn't work,  I already restart, power off and factory reset the watch and still doesn't work. I tried with a call and the speaker it's working fine but the other person can't hear me. I Also check if it's turned on in settings. Someone help me! Thanks.  I'm using Android 11.

Moderator Edit: Clarified subject

[SunsetRunner]

Awesome troubleshooting Fernando,

Does the issue occur when calling anyone, or by calling to someone in particular?

In case it happens by only one person, s(h)e may need to restart her/his phone and/or check if phone call volume is not at a low setting. Otherwise the support team can be contacted.

[FernandoSV]

It happened in more than one call with differents persons. Also I can't use the voice assistants because they didn't recognize any sound and says "you can try with how's the weather" and stuff like that.

[Rich_Laue]

On the Sense Have you swipped over to the settings. Then under Vibration and Audio is the microphone turned on? 

[FernandoSV]

Yes, it's turned on. If I shout out the the watch the person on the other side of the phone can hear me.

[hdeshotel]

I think there is an issue with the Sense microphones being defective.  I started asking questions on here in February, was finally directed to call the fitbit support number who made me do a lot of troubleshooting over the phone and then said they would open a ticket for me.  I received an email saying they were looking into the issue and to please be patient with them.  After a month of no response I replied to their email asking for a solution. Again they asked me to do a few more troubleshooting things that still didn't work. Then I had to answer questions about date and place of purchase and now I've been sent a shipping label to return my fitbit to get a new one. I should start that process tomorrow. 

[Awestman]

I have also sent mine back for the same reason. Very very frustrated. 

[Rich_Laue]

@FernandoSV have you tried a shutdown. 

Maybe it is dirt in the microphone? 

Alexa can hear me fine

[FernandoSV]

Yes, i tried that. I sold the watch, maybe it was factory damaged and Im outside the US.

[Stormrider1962]

I called them 3x about once answering a call I can’t hear the caller and they

cant hear me. They had me upgrade to iOS 15, do a factory restart on the watch, turn Bluetooth on and off on my phone, Forget the sense control, turn the watch off and back on and

all sorts of other things! All multiple times! Enough to drive me crazy and give me a head ache. After doing what they told me to do 3x and nothing working, I contacted Amazon to

return it for being defective. They are supposed to replace it with a new one. I really hope the new one works because I like all the heath tracking. It costs too much money to not be able to

do calls. Very annoyed and disappointed!!!

[Thedeck333]

Unfortunately this same thing happened to me. I was sent a new fit bit sense and in just 2 month the same thing happened again so now I have 2 senses with microphones that don't work. It's definitely a defect in the sense because I've read that hundreds of people are having the same issue. I think they need to do a recall on them. 

[AKARAS]

You cannot use the mic to make outgoing calls on the sense you can only use the mic when someone calls you. It's ridiculous

[Rich_Laue]

Let's keep this thread on microphone hardware issues. 

Have you added your vote @AKARAS? 

Make calls on the Sense It is suggestions with active votes that get attention . 

[AKARAS]

Yes, thanks.