Sense not working

[Esperanzanimes]

Hi guys, I thought that I share this with you 

Last September I found the back of my Sense which I bought in April 2021 had came apart, I contacted Fitbit and they replaced it.

 Today I found that my Sense is dead and this is the response from Fitbit 

Sorry for the trouble. Since we have exhausted all basic troubleshooting tips, we have deemed this device as defective and since it has been replaced before, we can no longer replace it again. If you want to purchase a replacement Fitbit, you can do so in our web store here

Great customer service, I will be checking my consumer rights.

[LokeAa · Accepted solution]

I don't know where you are from, if you are from Europe, you are entitled to a new decvice.m Fitbit knows this, but some at customer service pretend they don't know. It has happened to me twice, no questions asked, same with charger, ...

[Esperanzanimes]

Hi, thank you all for your feedback, the problem seems to be that I bought the first watch a year and 3 months ago and therefore is out of the guaranteed period, it doesn’t seem to count that the first one lasted less then 6 months and the replacement 10 months. It seems to me that Fitbit is more like a subscription service ie the price you pay is for a device that functions for a year, a bit steep fee of 250 euros for a year. I had before a Charge device and I had problems with that as well, so my conclusion is that the build quality is appalling and I will most definitely not buy another one, maybe I try Gamin.

[AndreaFitbit]

Thanks for getting back to us and I'm sorry to hear that your replacement Sense stopped working @Esperanzanimes. Thank you for your suggestion @LokeAa.

I noticed that our team provided you with instructions. If these steps didn't work for you I'd suggest contacting them again. Click here to get connected.

Keep on visiting the forums. 

[Esperanzanimes]

Hi Andrea.
I don’t understand what you are suggesting since the last message that I got from your support team, they told me that you will not replace my Sense since it is already a replacement and suggested to buy a new !
I copy their reply
Sorry for the trouble. Since we have exhausted all basic troubleshooting tips, we have deemed this device as defective and since it has been replaced before, we can no longer replace it again. If you want to purchase a replacement Fitbit, you can do so in our web store here: https<>

Get Outlook for iOS<>

[SunsetRunner]

I have the same exact issue as you Esperanzanimes. Two sense broken in 14 months. Its such a shame that we spend so much money on a watch and cant even get it repaired. 

[AndreaFitbit]

Thanks for getting back to us and for your question @Esperanzanimes, @SunsetRunner. 

@Esperanzanimes, I checked your last interaction with our team and last interaction were instructions. I sent you a PM in order to continue assisting you.

@SunsetRunner, I understand how frustrating this could be and appreciate your feedback. Fitbit doesn´t have repair centers.

[Esperanzanimes]

Hi Andrea,
I do not have a case number, your support Center didn’t get that far.
I copy the entire conversation for your info.
Hi, today I noticed that my Sense had changed the clock face and then the Fitbit logo appears for 3 seconds then there is a flash across the screen and a further 6 seconds until the logo reappeares, it cycles through this continuously.
I have help the button down for a reset many times without success,please help
Hi, Esperanza. Thanks for troubleshooting. Were these the restart instructions that you've tried: https://help.fitbit.com/articles/en_US/Help_article/1186.htm…<>? If so, please confirm your Fitbit email address so we can take a closer look.
Yes they were the instructions that I tried, my email is esperanza.uves@live.fr
Got it. Try changing your clock face by following the tips here: https://help.fitbit.com/articles/en_US/Help_article/2311.htm…<>. If still to no avail, let us know so we can determine our next course of action.
No luck, the app cannot see the watch.

Alright. Try the factory reset with the steps below: We want to inform you that you'll need to reinstall any apps on your Fitbit device after the reset, and if you couldn’t sync your watch, then any data on the Fitbit device will be lost. 1. Don’t plug the Fitbit device into the charging cable. 2. Press and hold the button for about 8 seconds until the screen turns off. 3. After the screen turns off, you'll feel a short vibration: -When you feel the vibration, release the button and immediately press and hold the button again. -Wait until the blue logo appears, then disappears: *Immediately release the button and then immediately press and hold it again, until you feel a vibration. *After you feel the vibration, release the button. -This vibration indicates you started the factory reset. -After the Fitbit logo appears, the Fitbit device shows the image with the phone icon and setup indicator. Now, you can set up the Fitbit Sense with the steps at https://help.fitbit.com/articles/en_US/Help_article/1873.htm…<> and https://help.fitbit.com/articles/en_US/Help_article/1872.htm…<>. Once done, setup your google assistant again by following the steps here: https://help.fitbit.com/articles/en_US/Help_article/2009.htm…<> and observe it in the meantime.

Sorry but no vibration, if I continue to hold the button it circles through the Fitbit logo.

Copy that. We'd like to put you in touch with our support team to review your options. To do that, please provide the following: 1) Full name 2) Country of residence 3) The retailer where it was purchased After getting your details, we'll create a case on your behalf.
my name is Esperanza Uves
Sat 5:38 PM
Seen
country of residence France . Retailer Fitbit

Get Outlook for iOS<>

[AndreaFitbit]

Thanks for getting back to us and for adding your interaction with our Support Team @Esperanzanimes. 

I got the information I provided to you on a different case. If you have more questions regarding your watch the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Keep on visiting the forums. 

[Esperanzanimes]

Hi,

just a quickly note to let everyone know that after your suggestion, I contacted Fitbit but this time through the chat line not Twitter and I did explained that I bought the device in Europe and therefore the warranty is 2 years. They asked me to send the device off to their depo and today I got the notification that they are replacing the watch. Thank you again.

[AndreaFitbit]

Thanks for getting back to us and for letting us know that you´re getting a replacement @Esperanzanimes. 

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Have a nice day.