I continue to struggle with Fitbit's policy regarding their defective Sense device. A simple review of this discussion page over the past three months outlines the issue. The faulty devices are not the responsibility of the user. The devices became inoperable due to an error in updating the software, which the user had no control over, making this an issue of the device and not a warranty claim. Since the device was defective, there should be a recall on the Sense (similar to the one on the Ionic.)
After over a month of negotiating with Fitbit on replacing my (and, by extension, all of our) defective Sense devices, I filed a case with the Federal Trade Commission under the defective products clause. I am using data found openly on this forum and in discussions over email and phone calls with your service agents as evidence that your recent program update damaged already defective devices.
I hope Fitbit will take responsibility for their mistake and offer replacements for their Sense devices ... before the FTC or other agency forces the issue.
Fitbit Product Experts Alumni are retired members of the Fitbit Product Expert Program. Learn more
Best Answer