Sense swipe function isn't working

[Paulicia]

I received a replacement (refurbished) Fitbit Sense because the band kept falling off my original watch and I was having charging issues. I usually take my watch off before getting into any type of water but because the Sense is advertised as water resistant up to 50 meters and they even encourage you to take a few laps, I got in the pool with my watch on. BIG MISTAKE!!! The watch charges and the main screen works but I can no longer shuffle threw the screens. After letting the phone dry in rice for 24 hours, there weren't any changes. So I decided to reach out to customer service, answered the questions, cleaned and factory reset the watch. Once the update was complete, the screen was still the same. So I reconnected customer service, only to receive an email stating their records show that this device was previously replaced, so we can’t replace it again.

According the the Fitbit policy, "your Fitbit-branded device and accessories that are certified refurbished by or on behalf of Fitbit (the "Refurbished Product(s)") shall be free from defects in materials and workmanship under normal use for a period of ninety (90) days from the date of purchase." The policy also states, "If such a defect arises and a return authorization request is received by Fitbit within the applicable Warranty Period, Fitbit will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a New Product or Refurbished Product."

Why have a policy if you're not going to honor it? The Sense is not a cheap watch and we already receive a refurbished watch in place of brand new watches that are defective. I purchased a new watch because the HR monitor stopped working on my Fitbit Versa and now this. 

Moderator Edit: Clarified subject

[Paulicia]

So my post was reported because I told the truth. Who wants to spend their money on items that doesn't last a year and then when you get a replacement, it's refurbished.

[LizzyFitbit]

Hi there, @Paulicia.

Thanks for the detailed information, and your efforts while working with our Support team. I understand where you're coming from and I apologize for this experience. Our team strives to improve the experience with our devices, and the input we receive from our members is a big part of the process. 

While I don't have access to your case details, I'd recommend keeping an open communication with our team so they can provide you with more information. I've also forwarded your posts so they can have them on hand. Once again, I appreciate your feedback and we'll keep working to improve both our products and services.