Sense restarts randomly and wakes me up

[Dana789]

I bought a Fitbit Sense about a month ago from Best Buy. After about 2 weeks, the device began restarting randomly. It vibrates when it restarts, so if I'm sleeping it wakes me up. Great, a sleep monitor that interrupts my sleep. Of course vibrating on restart has no positive value but a huge downside. I posted on this forum and found many people reporting the same problem. Fitbit's reply was "be patient, we're working on it". Best Buy won't help me because the problem started after their return period.

I tried to start a return authorization to Fitbit. The first thing they ask for is an order number, which I can't find anywhere. I searched my account thoroughly. I tried my Best Buy order number but that was not accepted.

I can still use it as an exercise monitor, but I have to take it off at night so it doesn't wake me up. Which of course negates many of the best features of the Sense.

This is the most unsatisfactory purchase I've made in a long time. A faulty product and no help from either Fitbit or Best Buy.

Moderator Edit: Clarified subject

[N8teGee]

Hi @Dana789, welcome to the community.

I've had my Sense restart a couple of times, thankful only once when I was sleeping. I'm hopeful this will be fixed in a software update. Meanwhile I've flagged this thread for the attention of a Moderator, hopefully they can look into the warranty situation for you. 

[Dana789]

Thanks N8teGee. I think my device has a hardware fault and needs to be replaced. It seems to me if it was a software problem, everyone would be experiencing it. My firmware is up to date.

[LizzyFitbit]

Hi @Dana789. Welcome to the Community Forums. @N8teGee, thanks for the heads up!

@Dana789, thanks for sharing that your Sense randomly reboots by itself which prevents you from taking advantage of its features. I'm sorry you're going through this experience. Our team works on our products based on the feedback shared in the forums, and yours will be passed along so we can improve our services.

Before anything else let me clarify that the Return Authorization process allows our members to return any product purchased from our Fitbit store that is within 45 days for a refund. Because your watch was purchased from Best Buy, it's not eligible for a refund. However, I've contacted our Support team about this situation and I was told you already have a case created with them. They'll review your details and provide you with further assistance via email, so keep an eye on your inbox.

See you around.

[Dana789]

Best Buy told me I need to deal with Fitbit as the problem started after their 2-week return time. I'm hoping you can help me.

[LizzyFitbit]

Hi @Dana789, it's good to see you again.

Thanks for keeping me posted. I understand Best Buy weren't able to help you due to their return policies, that's why I forwarded your posts to our Support team so they can take a deeper look into your case and continue helping you with this matter. Please follow up on your email case should you have any further questions.

Have a nice day.

[PacoBH1976]

Hi,

Today the same thing has started to happen to me. At the beginning it was a reboot every 30 minutes or so, and later the reboots were continuous.

I cannot change the Sense on Amazon because 5 days have passed since the return period. It's frustrating, and I don't want to send it in for repair.

Is there a way to tell if it is a hardware or software failure?