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

[CarolH63]

I am having the same issue.  I reached out to fitbit and they tell me to restart the sense.  I can't get them to understand that it will not do anything.  It just remains on the logo.

[TimMarks]

It is because they to not care... they have your money. 

[Big8]

My Sense got stuck on the fitbit logo this morning; and I too am now the disgruntled owner of a 35% off coupon. Given that so many of us are reporting the same phenomenon within a one week time frame, something is clearly wrong. Perhaps the Canadian "update" was rolled out today(?) I don't know, but this solution is not satisfactory.

[catlyn717]

Im switching from fitbit to many problems too often

[Riket]

Same problem since last Friday night (October 20th). Stuck on the logo after trying to do a reset while holding the side button. It happened to my friend with the same Fitbit model and the customer service offered him a 35% discount. With so many of us having that major problem, should we think about launching an action class? In Quebec, we also have a consumer law that says a product must last for a reasonable duration, which is clearly not the case with our Fitbit. I have mine since about 17 months. Never will I buy a Fitbit product again!

[catlyn717]

I know how to do any of that, but I will look into the Better Business
Bureau

[TimMarks]

Yes mine was taken down too... its damage control.  

[catlyn717]

Well, this discussion board is not the only venue for sharing our
frustration, it’s only the only one that they can take it down from

[TimMarks]

As much as it would be sweet to drag them through the legal mud, it's a mega corp and likly no one cares.  Yes, they are shady for what they did,  knowingly pushing an update that bricked 200 + dollar devices... then having the audacity to communicate as if reading from a script and offering us a means of recompense that only endears us further to them.... everything about it is slimy. I recommend telling everyone you can who's into fitness about it and make sure they know that your new watch is better,  if for no other reason than the company that makes it isn't a soulless automaton.  

[catlyn717]

I feel like they can sink themselves without help from us. When you get to
big for your bridges … people leave

[TimMarks]

Agreed.  They feel like that's what they are doing already.  Plus,  the Amazon stuff honestly looks better to me. 

[Meadow14]

I did..went with an Apple Watch 9 

[DafLunaEclipse]

I'm not sure if this will help anyone, or if they already tried this, but I'll put my experience here.  I had the same thing happen with the logo being stuck for a couple days. I reached out to customer service and they gave me the steps to do a factory reset. I did them, but it just stayed on the logo. They said they would escalate and get back to me [which they did in about 15 minutes with the same canned response everyone is getting] . 

After the chat was done i decided to try the steps again in case i didn't get the timing correct. I tried it another time or two and then the watch just stayed black. I waited for about a minute and tried the steps again. The logo finally came back on and i figured i was done and set it to the side. After about 30 seconds the watch made a noise.  Then the screen changed to a red X saying the clear and sync didn't work and to try again. Then the app message popped up on my phone asking about syncing the watch. It saw it as a new device, so it said if i wanted to pair the device it would remove the previous one. Then i was able to go through the setup process as if it was new. It even did the update to the latest software and is working again. 

These were the factor reset steps given. 

1. Press and hold the side button until the screen turns off and it vibrates.

2. When it vibrates, release the button and then immediately press and hold the button again until the screen goes black. 

3. Release the button and press and hold it again until it vibrates and let go. 

I honestly don't remember how many times i went through the steps, but it did eventually work. 

[Nanny23]

I'm thrilled you got yours to reset and it's now working, I really wish I could get mine to do the same, but I have tried those exact same steps at least 50 times and nothing has helped. I am so beyond frustrated and still going around and around with Fitbit. None of us should be having this problem, period.

[cjhsundvl]

I am with everyone on this post - mine synced this morning at 5 AM and then sometime in the next few hours just went to the Fitibt screen and I have tried every step on every help page and nothing ... over and over again.  Have been a loyal user for many, many years but this will be like the 3d time that I would be going through the "35% discount" spiel and I can't take it again.  My wife has been telling me forever to get an Apple watch and I think I finally need to listen to her.   This really is total BS.

[SteveM54]

Within the first year Fitbit replaced my watch 4 times(still have the case #'s written down). When the last one got stuck on the Fitbit logo and drained the battery dead it was 9 days out of warranty & they told me they cannot help me. Now they aren't even offering me the 35% discount to buy another Sense. Thought I would get a different model but I looked in the forums for all the other watches & it seems like they are having the same issues. Not sure really what to do???????

[TimMarks]

I think the only thing we can do is not buy from them again.  It sucks that they wasted so much of our collective money but they very obviously don't care.  

[SteveM54]

Yep !

--
Steve Meinhardt

[Lisaa67]

I had the same thing happen. I paid 300.00 for a product that should work longer then 1 yr. Ill never buy fitbit again. 

----

Same here. they should take responsibility why should we pay another 300.00 and the next update crashes the new one. No thank you. Ill look into another alternative. I was a big fan of Fit bit. Ill never buy another one. 

[TimMarks]

They won't even admit it is there fault.  I've been trying.  Customer service told me that he thought the warranty was great and I should be happy to get 35 percent.  I'll count my steps in my head before I buy from them again.