Sense stuck on Fitbit logo

[Kimkerz]

I reached out to customer support in chat today.  My Sense is stuck on the Fitbit logo.  He asked me to change the clock face and restart…. Didn’t work!  That was it!  You have no other suggestions to fix this product?  PATHETIC!   He said we will send you an email about your options.  Well…. I have no options basically…. Was just sent a coupon to buy a new one.  ARE YOU KIDDING ME??  Obviously you are having issues so WHY would I waste my money on another Fitbit?  Mind you… I have been a loyal customer for a very long time and have encouraged friends and family to purchase a Fitbit as well.  Here is where that all STOPS!  Word of mouth is king… Don’t forget that! People spend their hard earned money on your products and you can’t make things right?  Epic failure on your part! 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Kimkerz. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Sense. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Since your device was out of the warranty period, and therefore was not eligible for repair or replacement, we wanted to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty or please feel free to contact our team back so they can clarify any doubt. 

[SunsetRunner]

Marre,

Mine is doing the same thing, Kim's is doing. Does this mean, there is no fix, only replacement?

Phil

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@MarreFitbit wrote:

Hi there, @Kimkerz. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Sense. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Thanks for your question about why we offered a discount towards a new Fitbit product instead of a replacement of your existing Fitbit product. Our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Since your device was out of the warranty period, and therefore was not eligible for repair or replacement, we wanted to offer you a discount to thank you for your loyalty to Fitbit.

For more information about our warranty, see fitbit.com/legal/returns-and-warranty or please feel free to contact our team back so they can clarify any doubt. 

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[Garypal]

I had the same thing happened to me twice. The only way I’d get another one is if they offered 100% discount. Are they only made to last a little over a year? 

[Starrcrossed]

The same thing happened to my Sense last Friday. I believe the "bricking" of my watch and the others who have already posted to this topic is the result of the latest update which was released on July 22nd. It is UNCONCIONABLE and INSULTING for Fitbit to respond to this problem by offering a coupon for a discount on a new watch from your website. Why would anyone in their right mind consider the purchase of another watch from you when this is how you handle a problem which I believe was of your own making. And why do you offer a 2 year warranty to members of the European Union? I am THOROUGHLY DISGUSTED with your customer service. SHAME ON YOU, GOOGLE !!!!

[Littlelate]

My sense is doing the same thing. I thought it was my charging station. It will light up with the fitbit logo, but will not charge. Frustrating 

[chocolatta]

Exactly the same to me, and I feel the same way! Almost 10 years of using Fitbit products and this will be it. I'm tired of this company's shameless policies. It's always the same, around the second year of the device, it's like they deploy an update to damage them so you have to buy another one. I loved Fitbit and overlooked the obvious for so long. I regret the many times I have encouraged other people to purchase any Fitbit. 

[Fletch28]

I purchased my Fitbit 12/22 on eBay NEW and talked to a Fitbit rep 8/29/23 told  him my watch was not working and he agreed after a long process he put me through then he told me only the seller on eBay could get the warranty and he was not on your list of resellers 

I registered this when I bought it to avoid this broblem 

[VindaP]

Lets face it we have all been screwed !!!

what kind of company would have this response to their customers?  We did not do this to our Fitbit Sense, Fitbit did.  You can not tell me this is a warrant problem but a app problem.

Either way we are left with a useless $300. Fitbit that is an advertisement with a Logo.

[Kimkerz]

You can’t really brush this off as being out of warranty!  This is a Fitbit/Google issue that you are dismissing.  This has nothing to do with the warranty…. This is an epic fail on Fitbit/Google and unfortunately you are trying to sweep it under the rug instead of fixing the real issue.  We dug into our pockets and trusted your company to provide a useful product, now it’s your turn to dig into YOUR POCKETS and FIX THIS!!  You will lose more money by leaving your loyal customers hanging then you would to be a stand up company and give real solutions/replacements to a problem that is YOUR ISSUE, not ours!!  Sugar coat it all you want…. I’m done with Fitbit!!

[Fletch28]

I registered my Fitbit so my warranty would be good and only 9 months old and died they don’t care

Sent from my iPad

[LAHD]

Mine did the exact same thing today.  I did not have a chance to reach out to customer service yet.  I will tomorrow.  My Fitbit is less than one year old.  I have tried all of the other fixes.

[SacBader]

Marre,

My Fitbit Sense (warranty replacement this March) stuck in the logo since early August. I tried everything but I am unable to get a factory reset.

What a pity of this shining new smart watch (I am out of warranty period-original purchased last June and new warranty replacement one only lasted for 4 months). There is no reason for me to purchase another one after knowing that firmware/software issues have not been resolved.

Wayne

[Fletch28]

I wish I knew all this before my purchase

Sent from my iPad

[klgh07]

This has been happening to me as well! Since Tuesday 8/29. 

[nayeem]

Same exact thing happening to mine all of a sudden.  Any idea how to hard reset?

[Starrcrossed]

Sadly, nothing works. We called CS and they were useless. The watch is toast.

Sent from my iPad

[LAHD]

Hard reset did not work on mine.  Battery drained completely when left off charger.  My watch is completely dead.

[klgh07]

I also just got the coupon. I wish this could be fixed, there's still power to my Fitbit, it's just stuck!

[nayeem]

I didn't even get a dang coupon.  They just said they're going to email me to follow-up.