Sense poor battery life and experience with customer support

[SunsetRunner]

I upgraded from a Versa 2 to a sense 5 months ago and sadly I regret it. I barely use any features and the Sense still needs charging every 2 days. I used more features on the Versa 2 and charged it once a week. I feel really let down by Fitbit because I just can't get any support. I eventually got a replacement watch face/"pebble" but it's exactly the same so it's clearly a flaw with the Sense. I'm disappointed to see that the Fitbit website is still advertising the Sense as having a 6+ day battery life when that just isn't true or possible - there are countless comments from customers on this forum confirming the battery life is terrible.

I've read various tips on the community page and tried them but nothing helps as there isn't much for me to turn off/disable! I don't have always on display on, the screen doesn't wake automatically, I've never used the SpO2 face, I sync the watch several times a day, I charge it for several hours at a time using the original charger. There really isn't much less I can do with it!

I've contacted Fitbit via live chat a few times which has been frustrating. I share a previous poster's frustration with live chat - I've been asked the same questions every time and told to do things I'm already doing, e.g. I say "I don't use the SpO2 face" and they say "we recommend you don't use the SpO2 face". I was also told I had to return my Fitbit and any accessories I've bought. When I queried why I should return my Fitbit, not have a device and also return watch straps the agent said they'd made a mistake and that's when I was sent a replacement pebble. The last time I used live chat I was told a manager would email me. I've chased this up via Twitter and been told the same thing. Sadly I'm starting to feel like they're just going to ignore me until the warranty expires and I'm stuck with an almost £300 watch that doesn't do much. I was also given two email addresses via Twitter that aren't in use anymore. 

I'm not sure if anyone else has managed to improve battery life when they're already not using many features? Or managed to get some technical support? I wish I'd stuck with my Versa 2 or bought a Versa 3 but Fitbit have made it clear that I can't get a refund or change to a different device so I guess I've learned an expensive lesson.

Moderator edit: subject for clarity 

[Clove6060]

I know you don’t want to hear this but have you done a factory reset? I believe I have heard instances where this helped. I have a non animated watch face. I use SpO2, wrist calls, outlook notifications, email notifications, reminders, texting. I do not have always on and only charge it when it gets about 15% batttery life.

I also only use the watch as a data recording device. I use the app to check my vitals etc.

I’m loosing about 20% battery (give or take) every 24 hours.  It is definitely a stretch to advertise 6 days. However, I do see where they use a disclaimer that the battery life depends on the features utilized etc etc. 

In short, I’m sorry to say you will never get the battery life you’re looking for or Fitbit claims. If I may suggest you either accept it, stop using it, give it away, sell it, or part it out, since a refund is not an option. Life is too short to remain upset like this for  months. It will negatively affect your health and defeat the purpose of this watch.

[Odyssey13]

Hi @Clove6060  a factory reset isn't usually required, unless it's suggested by customer support. It's written in at least one help article. 

@SunsetRunner  sorry you've had problems, I do know that if customer support says they will get with you, they will. 

[LiliyaFitbit]

It’s good to see you in the community, @SunsetRunner, @Clove6060 and @Odyssey13.

@Odyssey13 Thank you for your support!

@Clove6060 I appreciate your participation in the Forums and sharing your experience and suggestions. Thank you for your time and efforts to help other users. 

@SunsetRunner Thanks for the details shared in your post and for already trying to resolve the issue. I am sorry to hear about the frustration this situation has caused. I understand how you are feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. Thank you for working with our Support team regarding this issue. I am sure they tried their best to help you, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I was able to see that our Support team reviewed your case already and provided a response recently. For more information, please check your inbox. 

See you around.

[Focused1]

My experience with sense has also been disappointing.  In the beginning the battery was fine.  Got about 3 days before needing to charge.  Now I cannot go 1 day sometimes in the middle of the day it’s out of battery. I now have to chose sleeping with it or wearing in the day to count my steps.. battery not supporting both.  so sad.

[Zaida1]

Hi, like you I changed from the Versa to the sense. Like you it was a big mistake! I bought my sense on the 4th June 2021. Two weeks into July 2021 it went dead. Just wouldn't charge  I phoned customer support and went through all the trouble shooting. As I was covered by my warranty I was sent a form to fill out and was told my replacement would be sent. I never received it . I've been onto customer support weekly, nothing is ever resolved but rather "escalated " to "higher department ". Then 2 weeks ago I noted that my replacement had been cancelled with no explanation to me! I contacted customer support who got me to fill in a new form. 2 weeks on still no word on shipping. I spoke with them yesterday and once more it's "escalated to higher department " . I'm so frustrated.  I have no watch and they have my money! I now just want a full refund but have been told that isn't possible. I'm going to give another week then get onto the Consumer watchdog here in Ireland.  The customer service is appalling,  lovely people who say all the right things but can't actually do anything. 

[Pearl_Drummer]

I just bought my Fitbit Sense yesterday and I am having the same issue with battery. Charged it up last night and came to work and its draining much more than it should be. I think I will be using my 45 day money back guarantee and returning it. There shouldn't be this many battery issues with a product that cost as much as it does. I am going to give it a few more days and see what happens and if I don't like it, going to return it. 

[Zaida1]

I wouldn't even give it another day. Use your 45 day warranty.  I'd be interested to know how quickly they refund you. I'm so regretting ever buying the sense and to be honest given my experience I will never recommend Fitbit again. 

[Pearl_Drummer]

Ya I know, I will be lucky to get my money back. We shall see. 

[Focused1]

I don’t understand “not getting the battery life. You expect”.  It is not what we expect it what was advertised then a bait and switch.   We are ok with half the amount that is advertised but to have not even a full day of battery life.   ..,, hmmmmmm. 

[lablover55]

that is why I demanded a replacement first when I had issues with my watch. 

[Zaida1]

I have but now they seem to be ignoring me ! 

[lablover55]

ask for a supervisor...

[Zaida1]

I've done that. Promised an email. No joy. 

[lablover55]

Yeah, it takes a few days to get an email back (should be by phone, in my humble opinion).

[nma015]

I've done a factory reset and my battery still drains after 2 days.  I don't any of the features so I don't understand.  I never have a good experience with Fitbit - I don't know why I thought the Sense would be any different.

[RichP2021]

I could not agree more, especially about the extremely poor customer support experience.  I purchased my Sense back in January, and have had to contact customer support a dozen times or more.  Sense doesn't count steps correctly when using a treadmill, doesn't calculate distance accurately (or even within 30% of actual distance), battery life is terrible, charging is inconsistent, often doesn't charge, and doesn't indicate when it is charging.  Heart rate is sometimes accurate, sometimes not.  Sense sync disconnects from my phone (Android Moto Power) ever time the phone goes to sleep, so I had to connect to my iPad (inconvenient).

When I have contacted customer service about these issues, I either got the same runaround as you did or even worse, the last time I was told "this is a known issue, we are working on it, and there's nothing that can be done."  My wife has the Apple Watch 6 - it does more, is more accurate, and cost about the same.  If I could get my money back for this piece of garbage I would.  This was my first and last Fitbit product.  

[nma015]

I absolutely agree - I'm so done with Fitbit - I've tried a few and always have a miserable experience within less than a year.  I bought mine in at the end of January and just before the 45 day warranty period they had to replace it because it wouldn't charge. The 45 day warranty is a joke - especially with all the issues people seem to have.  I'm going back to a good old-fashioned watch! 

[lisagal1858]

So glad to see I am not alone in this. I have had my Sense since 8/25 and I absolutely hate it. I had a Fitbit Ionic first and sadly after about a year, it just wouldn't charge anymore. While it was working, battery life was pretty good. I would get four to five days and I was using all of the same features that I am using with the new sense. I don't even get a full two days on a full charge. And don't even get me started on the "It depends which features you're using." Why even have the thing if you can't use all of the features without draining the battery in less than two days. Which by the way, I am not using all of the features. I believe I can still return it up until the 24th of this month but was hoping to not have to do that and to be able to find a solution to the problem. Just very frustrated with the whole thing...

[Zaida1]

I will let you know..... so far @Fitbitsupport have replied , saying the usual stuff and advising me to phone. I replied asking for someone who could resolve the matter to phone me ....no reply 🙂