Sense stuck on Fitbit logo

[PeteJW]

when are fitbit going to admit to the fact that their app up date has caused the massive issue of people’s Senses being stuck in the logo loop and either compensate those people or find away to sort the problem. I can not be the only person to have bought their Sense after the recall of the Ionic and now we have another useless brick!

Moderator Edit: Clarified subject

[MarreFitbit]

Hello there, @PeteJW. Thanks for stopping by in the Fitbit Community Forums. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please note our limited warranty provides repair or replacement of products that have a defect while still in the warranty period. Your device is out of the warranty period, and therefore is not eligible for repair or replacement, but we want 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.

Even though, I truly appreciate that you've taken the time to come here and share your experience, please note for this kind of inquiries/cases, there's no so much we here in the forums can do for you as this is something that our Support Team handles based on our policies. Nevertheless, please feel free to reach out to them again if you need further assistance or clarification regarding the outcome of your case. 

[saam1031]

I’m also dealing with the same issue. It’s been stuck there for a long while. I can’t get it to do anything. 

[PeteJW]

i did reach out to support and was offered a 35% discount on a new product however asking me to shell out for yet another product when the only issue is related to the upgrade seems to me to be on par with apple slowing down their older phone models. 

i have been on fitbit since 2014 having had 6 different devices and premium member until this issue. i am using my wife’s charge 4 atm until i can assess a new tracker and then will leave. 

my watch may have been out of warranty but that doesn’t mean the that fitbit should be allowed to disable it with a supposed upgrade!

[CherylNic]

Mine is as well!  And this is because of an update?  But what good is an update if it causes the watch to completely stop functioning???

[StephZ21]

I am having the same problem. It will not do anything no matter what I try. It just stays on the logo screen. It was working perfectly fine Sunday night. I woke up Monday morning to It not working. I am beyond frustrated!

[SAEnloe]

The same thing is happening to me with the logo issue. I can’t even hard reboot and they offered me the same 35% discount. 
It’s sad that this is happening to so many and they won’t fix the problem. 

[Nanny23]

My sense is doing the exact same thing and I got this email just a few minutes ago ... which is total BS! $250 wasted on a piece of junk. They need to either fix the issue or start replacing watches or money.

It's a pleasure chatting with you regarding your Fitbit Sense having a reboot loop.

After reviewing your account, we see that your device is no longer in the warranty period, and therefore isn’t eligible for replacement. For more information about our warranty policy, visit fitbit.com/global/us/legal/returns-and-warranty

We want to keep you in the Fitbit family and working toward your goals. Please accept a discount toward the purchase of a new device on fitbit.com

You'll receive a separate email message with more details about how to take advantage of your discount. Note that this discount offer can’t be combined with any other offers.

Thanks for being a Fitbit customer. If you have any questions about Fitbit devices or services, see help.fitbit.com.

Sincerely,

Gabriel A. and the Fitbit Team

[BrandonKS]

Exact same issue, exact same response. 1 year warranty, mine lasted 14 months...

[Nanny23]

CherylNic, I believe they are trying to force people to buy new devices. I'll switch everything over to Apple before I give another penny to fitbit and google. Or I'll just go back to using my 90's model Timex Indiglo.... it still works perfectly fine. 😉

[DesireeL77]

I spent money on a Sense because usually they last several years not just a few.  I have had mine 1.5 years and is now out of warranty.  The point of an update is that it makes it better not useless!!!  The company has just screwed tons of people.  What was the update supposed to do?  Apparently, render all but their Newset models unusable!  And then in 1.5 years will another "update to improve service" render those useless to force people to buy more products?  I am beyond upset this update destroyed my sense watch.  Not only is the watch no good but I had purchased premium to have with it so that is 2 investments wasted.  If this is not fixed soon I will be leaving fitbit for good, as I image many will for apple.

[Bernie2348]

Mine is doing the same thing. They offered me the same 35% discount. That is unfair since they caused the problem. Whst can we do? Do you have any suggestions?

----

Your "update" caused this issue with our Fitbits! You should have to replace them at your cost! Your manager needs to address this situation in a completely fair and just way!

[Bernie2348]

I totally agree with you!

[Dynomite]

I'm having the similar issue. My screen looks like scrambled cable tv screen. 

[PeteJW]

So does this mean that when your google car is 13 months old they will send it an upgrade that totally disables the vehicle and then tell you it’s unrepairable but it’s ok because you can have a discount on a new one!

[PeteJW]

Have just spent another 30 mins on the phone  with customer support and they are still sticking to the line that this is nothing to do with their update. So just a massive coincidence that everybody’s watches went down after the app update!!!!!!!!! They had no supervisor available to talk to (another coincidence) so now I’m waiting for someone to email me. I won’t be holding my breath. 
I have had the Flex, Force, Surge, Blaze, 2 Ionics (I broke the first one) Sense and Aria over the years I also bought my wife the Flex2 Charge2 and Charge4 as well as buy four as presents for other people and had Premium membership. This was once a company with a great product unfortunately it seems that they have grown too big to care about their customers anymore. Arrogance may be their downfall. The only thing I can suggest is we vote with our feet! 

[Bernie2348]

Thank you. I will also.

[PlantDiva]

Mine is doing the same thing....it's just stuck!

[TimMarks]

You aren't. My 250 dollar watch is also broke and they gave me a **ahem**ing cuppon as recompense.... its offensive that this is their only option for a problem they very clearly caused. My only goal is to put them as on blast as I can and turn away as many folks as I can from their product.  

[TimMarks]

They need something done to them... you'd assume Google knew better.  Last time I had an issue, the soulless corporation that is amazon straight up replaced it and said they didn't see a point in upsetting a customer over something so minor.  When AMAZON makes more sense than you, that has to tell you something.