Sense recorded a high amount of floors

[Odd-metrics]

I have been getting 100s of floors showing up on my Sense watch, which have no correspondence to actual activity.  I contacted Fitbit support who asked me if I had gotten it wet(no); if I had ridden on an elevator or driven a car(no); if there was a passing atmospheric issue like a storm(no); and was then asked to reset the watch which I did.  The reset  action did not fix the problem.  I told the support person that there were multiple community posts identifying a similar problem.  I also told them that the elevation at my house is about 5400 feet,- not sure if that impacts its elevation difference detection ability.  So- support folks for this problem need a new script and a problem resolution solution.

Moderator Edit: Clarified subject

[Beverly1989]

Same here.. it is insane.. I never has this problem with my iconic nor my versa 2.  Contacted them. Told me same thing and no solution. It's frustrating. 

[fra4]

do you still have a guarantee?

[Beverly1989]

Yes, I just bought it.. a month or 2 ago.  

[fra4]

then quickly exchange

[Odd-metrics]

Vielen Dank für Ihre Antwort. Wie ich geschrieben habe, haben die Fitbit-Supportmitarbeiter nicht gesagt, dass es sich um ein bekanntes Problem handelt, obwohl es hier mehrere Texte gibt, die über das Problem sprechen. Und diese Website erlaubt Ihnen nicht einmal, einen Beitrag mit einem Top-Tag zu versehen, der sich auf ein Problem mit der Anzahl der Stockwerke bezieht.

And for those of you whose German skills are as rusty as mine, fra4 suggested that I ask Fitbit to exchange my Sense for a new one as incorrect floor counts is a known problem: but the Fitbit support staff I talked to did not acknowledge that this is a known problem, and postings to this site cannot even be tagged with a Floor count related issue which suggests to me that it is not a recognized issue.  But on the plus side, Fitbit awarded me a Castle badge yesterday for climbing 200 flights of stairs in one day, and I didn't even break a sweat to do it!

[fra4]

go to the dealer and ask for an exchange or repair

[JohnGillet]

The problem has been difficult for more than 6 months, the support finally admits that it is a bug on the Versa 3 and Sense but that they do not know how to fix, they refuse the exchanges because it is not a problem material, a shame on their part !!

[Beverly1989]

I bought it from FitBit directly.  

[Beverly1989]

Yes this is my problem.  I bought it directly from the company. They told me I had to wait several days after reset until the watch my work properly. 

[fra4]

my watch has been changed. I think it's because of the barometer

[Arecad]

Pretty confident an exchange won't fix anything. It's a problem with the way Fitbit decided to calculate floor climbs with this watch - it's completely flawed and I would have expected if it could be fixed with a software update, they would have done so by now. As you can see browsing online, this is a common issue which affects all of them. Your use case determines how perceptible the inaccuracy will be. 

[fra4]

the exchange brought some improvement

[Odd-metrics]

Folks

Since I started this thread, I thought I would give you an update.  I just got off a another session with the Fitbit Support staff.  Here is their response:

Thanks for letting us know about this issue.  We're aware of it, but may not be able to provide a fix in the immediate future.  We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers.  We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

The end of the conversation was they said they are working on an update to fix the issue- but there his no target date for its release.

[JohnGillet]

They've been telling me exactly the same thing for more than 6 months, they tell their customers nonsense, I think this bug will never be fixed !!!

[BillInNY]

This one is the last straw for me. I switched from Garmin devices to FitBit and loyally and patiently meandered through all the defects and disappointments thinking that they were new to the game and need time to mature. Well, here I am with my 8th FitBit watch - not including replacements and the watch is a nightmare. 2 days battery life without anything but default applications running (down from 6). 5X exaggeration in floors counting, in fact I just got credit for another one sitting here typing. Customer service is coy about this problem. As was stated today, we are diligently working on it. I noticed the issue 9 months ago but didn't have time to spend the 2 hours with fitbit CS. I only called because I can no longer get 2 days on the thing. This is a quality nightmare. Not an effective analog to the Apple Watch. Avoid avoid avoid.

[Odd-metrics]

Bill

i wrote the initial post so long ago I had forgotten about it.

• In the intervening time there have been at least 2 software updates that have come out which did nothing to fix the problem 
• I imagine the Fitbit DevOps software team meeting conversation must have gone - we can’t fix the data problem but we can put put out some new clock faces…that’ll be a good update, right?
• it seems like if you are in the fitness and health watch market, data quality would be a high priority.  The obvious bad metrics that are being produced by this Fitbit product make me question the other values where personal validation is more difficult 
• this product was expensive.  Fitbit obviously has knowledge of the deployed base through their application, and you would have thought by now to retain customer loyalty they would have offered to swap these devices out for ones that do what the label says: I sure haven’t seen that happen yet.
• Overall, concur with your assessment 

[BillInNY]

provided with no comment the following sincere response:

"

Hi, 

We appreciate you for getting back to us.

In line with this, we want to let you know and assure you that our company focuses primarily on customer service satisfaction and it literally impacts us when even one customer, as yourself, is unsatisfied. In addition to that, we want you to know that what you feel's very important to us and please know that this is not the experience we want our Fitbit family members to have. 

Nonetheless, we appreciate you as a customer and we take every feedback as a learning and improvement opportunity for our products. Rest assured that your input is valid and wouldn't go unnoticed as we, here in Fitbit, ​are always searching for ways to make our customer feel satisfied with them.

We look forward to getting you back on track. If you have additional questions about your Fitbit device or services, visit help.fitbit.com

Sincerely,

"