Sense stuck on the Fitbit logo screen

[nicoleashley007]

I purchased my New Fitbit Sense for Christmas and I was very excited about my new purchase. I've only had the watch for a week and now the watch is stuck on the Fitbit Logo screen. After doing online research I see that Allot of Fitbit users and watch owners have had this very same issue. There is an appearent fix, however, I have been trying for 2 days to factory reset my Fitbit following the instructions online and I have had no luck. I've contacted customer service yesterday and was told to send the defective watch back for a replacement. But my concern is  that my replacement device will do the same thing. Honestly, if I could describe how I feel I would say Cheated and Very Disappointed! I am also very concerned as to why Fitbit developers has yet to publicly acknowledge this well known issue. It should not be happening! I feel like there is no accountability! These watches are priced to compete with Apple and Samsung and to me this type of error in the system that completely shut downs the functionality of the watch says allot about the development! I would like to know what are the plans to fix this ongoing issue?. The fact that it has not been publicly acknowledged, tells me that you guys want to keep it a secret to protect sales! and that is ridiculous! Come forward with the issue that you guys are having and at least come up with a plan to fix it. Not a band-aid! What you guys have is an alternative solution to do a factory reset and it does not work for everyone! But you guys are ok with the fact that it has helped a few people. But what About the people who it has NOT helped! Let's discuss not a temporary solution but a permanent solution! As much money as we, the consumers, have invested in your business, we deserve to know the truth. The truth about the inaccuracies and malfunctioning of the Fitbit Device. This is not just an opinion but a fact from someone who actually owns the device and is experiencing the issue HANDS ON!  Can we please get a public announcement regarding the freezing malfunction that completely shuts down the functionality of the device and statement on how the developers plan to fix this issue. Not an article on how I, the consumer, should fix a developmental issue on my own! 

Thank You! 

Ashley

Moderator Edit: Clarified subject and formatting

[SunsetRunner]

@nicoleashley007 - you are asking for a public announcement. This is a community forum where fitbit users are trying to help other fitbit users. No one here is able to do that. 

[Clove6060]

@nicoleashley007 
Just send it back like support recommended for a warranty claim and Resolution. Not sending it back over concern replacement will be defective is illogical. If the replacement proves defective then go on the warpath. Additionally you can return it and move on. Your warranty will be in effect for 1yr or 2yrs, depending on your country.  You may have a short window to return it. 

Good luck with whatever you decide.

[t.parker]

Just to what @Clove6060 already said, if you are still within your return window then I recommend return over replacement. This is because if you go for the replacement then a) the warranty is not renewed (it will still count from the time of your original purchase), b) you will need to wait for a replacement (there may be some time without a watch at all), c) the replaced watch may be a refurbished watch. If you return an item then you can buy another 'replacement' watch by yourself anytime knowing it's new, has a new warranty and a new return window in case of issues.

[Clove6060]

@t.parker 

I like that idea a lot. 👍🏻

[LizzyFitbit · Accepted solution]

Hi everyone.

@nicoleashley007 Thanks for the detailed information about your Sense. Let share that every case is handled individually and the procedures followed by our Support team are based on the conditions described in our Warranty Policy. I understand where you're coming from and I'm sorry you've gone through this experience. Fitbit constantly works to improve our products and services, and the input we receive from our members is a big part of the process. Please know your feedback won't be the exception.

Because you already have a case created, my best advice is to keep an open communication with our Support team so they can provide you with more details about their resolution.

I'm going to close this thread from further comments. In case you have any other question, I'd encourage you to visit our help site or create a new topic in the Help Forums to receive help from the Community.