Sense quality

[Emsley123]

I am so disappointed.   This is going to be my last go round with fit bit.   I am sending back and purchasing fitbits every year.   I am careful not to get them wet but I exercise of course while wearing them.  The glue that’s on the fit bit to hold the face gives away and the face separates.   

I have been their customer for at least 10 years … this is ridiculous.  

            Sincerely,

            Notworthit

Moderator edit: Subject for clarity.

[kk00]

I am unhappy with this watch and unhappy with the support I received. After less than two years, and only using it while taking walks and sleeping, the screen completely detached and the watch is now unusable. Also, it stopped holding a charge for more than a day. I contacted support, and all they offered was a coupon for a discount on a new product.

No expensive electronic device like this should fail so totally under light use after less than two years! AS IF I would buy another product of theirs after an experience like this!

Moderator edit: Subject for clarity.

[GraceGFitbit]

Hey @kk00 and @Emsley123, let me give you a friendly Welcome to the Fitbit Community.

Thanks for taking the time to share your comments about this experience with your Sense. We rely on comments like yours to develop smartwatches that we know our community would like to have.

We apologize for the inconvenience.

Regards,

[kk00]

Ridiculous response. "Inconvenience" is hardly the word to describe this.

[Emsley123]

“Inconvenience” what an insulting response to all the years, money and time I have put in to being a loyal customer.  I am disgusted with your lack of support and caring.  

[kk00]

And somehow my own original separate topic and post was merged into Emsley123's topic. I posted separately on my issue with the heading "Fitbit Sense didn't even last two years", and Grace from Fitbit "edited" my subject and merged it into this post, probably in an attempt to hide how horrible the product is and how many people are complaining about it. I don't appreciate having my issue hidden under someone else's, but I guess that's just adding insult to injury!

[LarryFromGary]

I think they were merged because they both focus on substandard quality and poor customer service.  Both areas seem to be an emerging theme for Fitbit.  I notice a real change in Fitbit corporate culture since they were swallowed up by Googzilla.

[djcmount]

Looks like a lot of other individuals have same issue of the face falling off (including other models of fitbit).  It seems like they know the devices aren't going to make it much past 1 year.  I contacted support and was offered 35% to purchase another device that will probably fail just outside of warranty.  Also, the sense 2 seems like a downgrade and not a justification for the price.  

I've been very careful with my Fitbit Sense, but the face just randomly fell off, as it has evidently happened to tons of others as well.  This would require a major redesign to address IMO, and I'd want to see something mentioned in the product details that they did something to improve the seal.  

Meh.  Don't think I'm going to spend more $$$ on something destined to fail shortly after warranty ends.  

[kk00]

I was offered the same discount to which I replied that I wouldn't buy another product they wouldn't stand behind any more than they did this one. I want a fix for the product I already have, not to spend more money with them! And when I contacted the people who do my cell phone repairs, they told me they will not work on any Fitbit products.