Sense never worked properly

[GretchDes]

FitBit Sense not recording sleep properly, not recording a snore report, not recording breathing rate, not recording Heart Rate Variability.

My case was elevated to the email support team which offered up only one suggestion that did not work and I have not heard back from them after repeated emails.  I am left with a Sense that does not work as advertised and not support to get it to do so.

Moderator edit: updated subject for clarity. 

[Odyssey13]

Hi @GretchDes  I've asked a Fitbit Moderator to stop by to advise you. Normally if you keep sending emails, it puts you at the end of the queue. You try calling or chatting with them?

[GretchDes]

I have had multiple chat sessions and phone calls and my case was sent to the next level which is email support.  The support that I received was one email with one suggestion that had already been made by the chat support technician.  I will try chat and phone again but what I need is a higher level technician than I can get on chat or phone.  By the way, I had the same issues with my original Sense and was sent a replacement which was not new  but a refurbished model.  Neither the first nor the second Sense has worked as advertised.

[Odyssey13]

@GretchDes  you won't get a technician, but you will get customer service. As for a refurbished unit, that is what is sent when your Sense arrives at the warehouse for a replacement and you need one.  They send what is available at the time of your return. Warranty is from the date of purchase for the original Sense, not for the replacement. You may have read this article, but here is the link - click to go there.

[AndreaFitbit]

Thanks for getting back to us @GretchDes. I'm sorry to hear about your Fitbit Sense.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Please keep in touch with our Support Team since they are the ones that can assist you.

Thank you for your assistance @Odyssey13.

See you around.