Sense undercounting steps and over counting floors

[kw81x]

Before I throw away my 300-dollar watch. Does anyone have any possible solutions? Ive cleaned the sensor, and factory reset the watch. 

I contacted tech support, and they sent me to the warranty dept. My device is only 10 months old, but they will not honor the warranty because I purchased from an amazon merchant. They won't offer a discount on a replacement either and won't address why they don't honor the warranty from unapproved retailers. 

I've been a Fitbit user for a very long time (since the original flex). I'm also a premium user. I'm beyond disappointed in Fitibt customer service over this and will be moving on if I cant get this sense working 😞

[Guy_]

Hi @kw81x - have you contacted Amazon, a faulty watch should be covered by warranty.

[kw81x]

I bought from an amazon merchant (not amazon). They said to contact the manufacturer. Fitbit doesnt care about me as a customer (thats what I expected when they were acquired by google), so I've given up on the warranty. 

I'm hopeful that someone in the community will help me fix my watch. 

[Guy_]

@kw81x - the merchant is responsible for warranty and Amazon may help if they won't honour that.

To further help with the issues, there are times when steps aren't counted, such as pushing a shopping trolley. If you don't get the proper approximate steps when swinging your arms it may be faulty. Though setting it to non dominant wrist may help slightly.

As regards over counting floors this is generally a watch fault with the latest firmware, if the watch is clean and the holes not obstructed, but don't poke in them as that can damage a good watch, just make sure you are on 44.128.6.17 if you factory reset.

Note: floor count is only informational and doesn't affect other measurements.

See also How does my Fitbit device calculate my daily activity?