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Sense reboots when receiving notifications

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‎12-15-2021 23:33 - last edited on ‎12-17-2021 17:17 by Fitbit Moderator

‎12-15-2021 23:33 - last edited on ‎12-17-2021 17:17 by Fitbit Moderator

A couple of months ago my Sense started to reboot every time I received an email or text.  A factory reset restored functionality for about a day before it started rebooting on every notification again.  

I reached out to support.  They suggested replacing the watch.  I was very disappointed to learn that they would not do an advance shipment and that I had to ship my otherwise working Fitbit to them and wait for a replacement to ship to me.  That process took about a week.

 

Yesterday the replacement started having the same behavior.  Support asked for a video.  As the video is 89MB I am not able to send it to them via email and apparently that is the only way support has to accept files.  I put the video on my OneDrive and sent them a download link.  In one email they tell me that they need the entire video, not just the video showing the Fitbit rebooting.  I suggested they re-watch the video as you can hear my wife saying, "Sending now" which is when she sent me the text and then the Sense reboots right after.  I told them that is the behavior I'm experiencing.  The next response I got from them was that they are unable to access the video from the link.  I asked them why they responded as if they had watched it.  They wrote back that I should take the video and break it down into multiple parts and then send them the parts over several emails.  I again asked why it sounded like they had watched the video in one of the interactions.  If I were asked by a friend if I would recommend Fitbit I would definite advise against it based on the support experience alone.   Some of the worst support I've had from a company.  You'd think if they are going to ask for videos and such that they would have a file sharing mechanism in place for support.  Now that the vent is over I guess I'm off to find a superior product to Fitbit.

 

Moderator Edit: Clarified subject

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‎12-17-2021 17:49

‎12-17-2021 17:49

Welcome to the Community, @Dante_Plau.

 

Thanks for taking the time to share your interaction with our Support team. I understand where you're coming from about this situation, and I apologize for this experience. We value every feedback shared in the forums as it helps us to improve our devices, services and overall environment, yours is truly appreciated and rest assured it'll be passed along to the right team to prevent this from happening in the future.

 

About your inquiry, because you have a case opened with our team, I've gone ahead and forwarded your post to our team so they can evaluate your case and see what can be done to help you out. Due to the current events affecting our operations there might be a delay in their reply; however, they'll get in touch with you soon.

 

See you around.

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