Sense stopped working

[F0rz4]

I have been trying to use the Fitbit chat function which isn't working today. 

Anyway, about a 18 months ago I bought a Fitbit Charge 4. This broke after about 11 months . The band snapped, Fitbit offered me a 25% discount of a new device as the charge was no longer being made? 

I therefore bought the Fitbit sense which has had no end of bugs and glitches and has now just stopped working. I'm not interested in discounts or new fitbits any more and I want a refund. Of course they never offer this because they're built in shoddyness is to make more money by getting people to buy the new rubbish they have released. 

Anyone else feel the same?

Moderator Edit: Clarified subject

[Guy_]

Hi @F0rz4 - replacement bands are available for the charge 4 for a few dollars.

Presumably the Fitbit Sense is not working due to a flat battery.

It needs to be cleaned regularly and the charge cable needs to be in working condition, see How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen 

[LizzyFitbit]

@F0rz4 Welcome to the Community. @Guy_ Thanks for your help.

Thanks for letting me know about your Sense, and I'm sorry for this inconvenience. This isn't the type of experience that we want you to have and please know your feedback won't go unnoticed as it'll help us to improve our devices, services as well as the overall environment.

In regards to your question, Fitbit provides refunds to any order purchased from our Fitbit store that is within 45 days as described in Return Policy. If this applies to you, check the email sent to you when placing your order to start this process, or get in touch with our Support team for further assistance. They're available via chat and phone, just click here to get connected with them.

[Al21240]

My sense is completely dead right now.... my charger is busted.  Fitbit won't replace it.  They provided me with a link so I can buy one myself.

[OuttaHere2022]

100% my experience. I am an idiot. I have had 5 devices die on me. Each time they offered me a discount on a new product. And I bought into it every time. Now my Sense is dead. I cannot begin to tell you how disgusted I am with this company. Never again. NEVER AGAIN. I want the money they have stolen from me back!!

But the products are actually built to die after 1 to 2 years. So that 45 days doesn't help. And you know it!

Moderator Edit: Merged replies

[Guy_]

You can buy different brand charge cables for as little as $3 which may work better and may revive the watch, unless it suffered seal damage or got water in it.

[Al21240]

Do you have a link to such cable?

Sent from my Verizon, Samsung Galaxy smartphone
Get Outlook for Android<>

[Guy_]

@Al21240  -  I got this one (click photo) which is still working, and if you look around you can now get stands that might be even more robust charging stations.

[LizzyFitbit]

Hi there, @Al21240, @OuttaHere2022 and @Guy_.

Thanks for taking the time to share your thoughts about the Sense. Our team constantly works on our devices, and the input we receive from our members is a big part of this process. I'm sorry you've gone through this experience and please know your feedback won't go unnoticed as it'll help us to improve our devices, as well as our services.

In addition to @Guy_'s suggestion, if you already have a case created, my best advice is to get in touch with our Support team one more time to receive more information about their resolution. As you may know, they're available via chat and phone, just click here to get connected with them. For any warranty-related inquiry, let me suggest reviewing our warranty policies.

[Smstext]

Let us know what they say as it's very quiet on the resolution ETA and many frustrated users would like a clear and concise clarification to if it be fixed and the ETA to being fixed, not asking for the exact date but will it take a week, month or few months as it feels like no one cares or gives two hoots.

[OuttaHere2022]

I am utterly confused. You say you want to hear my feedback and yet you deleted multiple posts. I did not swear or make threats. I simply gave a bad review of your product. It seems to me that you and your team are actually not at all interested in hearing real feedback. 

I have already purchased my Samsung device. It will arrive tomorrow. I want nothing to do with your services or products. You have treated me like dirt. 

Furthermore, I was charged for a month of premium and my Sense died the day after my subscription renewed. I called customer service and was told they can't help me because it's actually a different company that handles your billing. 🙄

Like I said, you treat your customers badly. 

[jachenza0146]

My Sense stopped working after 3 months. As of today 6/26/2022 it has been 26 days and counting waiting for a replacement. 

[LizzyFitbit]

Hi there, @Smstext, @OuttaHere2022 and @jachenza0146.

Thanks for the details provided and your efforts while working on this matter. Fitbit constantly works to improve our devices, services and the overall experience, and the comments shared by our members helps us to evaluate our procedures to make this happen. Rest assured your comments won't be the exception.

@OuttaHere2022 About your other inquiry, every opinion is welcome and appreciated, we have a set of Community Guidelines that we ask everyone to follow in order to keep this a place where users can come to share their feedback in a conducive manner. If your post was removed, you should have received a private message explaining the reason for that action so check your inbox.

In regards to the Premium charges, I understand where you're coming from and I apologize for this experience. I've also forwarded your post to our Support team so they can review your case one more time and provide you with more information. They'll get in touch with you via email, keep an eye on your inbox. I truly appreciate your feedback and you're always welcome back to the Fitbit family.

@jachenza0146 Thanks for the details and patience. I went ahead to check your details and it seems our team has sent you an email with more details about your replacement order. Keep an open communication with them, they'll continue working to bring you back on track.