Share your constructive feedback about having repair options for Sense

[M7210]

Hello all

This post is not intended to be polemic but constructive and open a discussion for possible improvements. I have been a big fan of fitbit devices for many years but today it is the last day I am utilising my fitbit sense as I will start utilising my new samsung watch. The reason for this is very simple: I cracked my sense screen and I was not able to find a way to fix it as fitbit does not offer assistance on this matter. Faced with the option of splashing out 200 pounds for another sense or looking elsewhere I decided for the latter as samsung does offers screen repair. I am sorry to leave the fitbit ecosystem but I felt really let down by fitbit poor customer service. I hope that fibt can improve on this as I'd like to come back in the future.

Could I know your feedback and understand how important is it for you to get the option of repairing your screen if it gets cracked?

Moderator Edit: Clarified subject

[SunsetRunner]

Let me start by saying sorry to see you go. I hope you will come back some day.

This is not customer service's fault. Fitbit simply does not have repair facilities or places to buy parts. There are aftermarket screen protectors, though this hardly helps you after you develop cracked screen. Establishing parts and repair facilities is an enormous undertaking. Samsung can do this because they already have a department set up for this for their many products. It's just a matter of adding their smartwatch to the list. Also, Samsung does not currently manufacture as many different watches or trackers as Fitbit. I think this would just be cost prohibitive for Fitbit.

[M7210 · Accepted solution]

Hi patrons  I understand your point of view but I guess fitbit could utilise third party companies for this or at least provide screens to third party companies and this would not cost anything to them. It would be the customer to pay. I would have been so happy to pay to get the screen fixed. Let's also do not forget that we are not talking of a relatively inexpensive watch here. This is just poor customer service in my opinion.

[SignedAdam]

While @M7210  has had a negative experience I thought I'd share a positive one, hopefully fitbit decide to allow screen repairs / replacement for the sense one day...

One of the pins either stopped working or wasn't working from the time I brought my sense, the charging cable has tiny pins on it, and one of them wasn't making contact with the device, giving me slow charging errors, and not charging at all problems, after contacting fitbit support I was told to show proof of the problem over chat, and told to supply my name and such so that they could get a free replacement out to me, the whole process lasted over one chat session and I found the whole thing fast and straight to the point. (Fixing the problem) to top it off the replacement charging cable was sent next day, my problems been resolved by customer service and I'm very happy with the outcome.  

So if you're looks like the photo under this text and is giving you battery slow charge warnings, don't hesitate to contact support, I thought after seeing all the negative comments about support for these products I was going to have a hard time but it wasn't the case and the charging cable was brand new, not refurbished! Replacement

[M7210]

Hello,

Just seen your post and I am very happy for you. I still think that Fitbit customer service is really in need of some big improvement and the reason for this is very simple: in my case it was not a product defect but a damage that I involuntary caused by dropping my watch. I contacted Fitbit not because I wanted the watch to be replaced, but because I wanted to pay to get it repaired. Unfortunately that was not possible and, when faced with the option of forking out other 200 pounds for a new a sense I preferred to look around. I am now the happy owner of a Samsung 4 classic watch which works very well. It works in a different way from the sense but I got quickly used to it. 

The point I want to make is that by allowing third parties to repair their watches if a customer is willing to pay, Fitbit would be able to have a much better customer retention and satisfaction. That would have been true at least in my case and I was curious to understand what others think as well

[Clove6060]

This thread is in essence polemic. You’re not going to hear any opinions that are new. Multiple threads on the topic of no screen repair options and disgruntled people. There is in fact a company out there (can’t name it due to Forum rules) that will sell you the whole LCD screen for your sense. It’s not cheap but it is a repair option. Search some of the multiple threads on this topic and you will find the establishment name, or search the web.

[M7210]

Clove 

You may be right that this topic is polemic but I tried to be constructive and wanted to hear others' opinion.  As I said I have already moved on and found another solution. My intention was actually a positive one: to push for improvements and not to simply criticise. Still I think you must be a fool to pay the full price for a new device which is good but pretty average when there are other options out there. That is something fitbit should start thinking about. I was not happy to move away from Fitbit ecosystem but now that I have done it I find myself pretty much satisfied and happy and I think other people have done the same.

[Clove6060]

@M7210 

May I ask, what solution did you end up with? Are you happy at this point? I’ll be looking for another watch when this one fails.

[M7210]

Hi Clove,

I ended up buying a Samsung 4 classic. They do offer repair options if you need them and the price, thanks to a Christmas offer on Amazon, was not much higher than that of the sense. As I said before I was reluctant going down this option because Fitbit offered me all what I needed and I like their health application. However after 10 days I got used to the Samsung application and I am happy with the choice I have made. What I was trying to say, but I was not so good at it, is that I would have not looked at other watches if only I had been given the chance to repair my Sense. Now that I have done it I am very happy as I can utilise functions that I did not have before. I am a business improvement manager so i wanted to share my personal experience and open a discussion on how to avoid this from happening to others.

[Clove6060]

@M7210 

Thanks for providing the new watch info. So far my watch has functioned well. There have been no issues for me with the features I use, except an occasional omission of sleep data. It is usually corrected in a few days. While the sense screen has not presented a problem for me, it is because I use a TPU protector. It is not ideal because sweat and dirt from yard work gets under the protector.  I have to clean it a lot. However, I’d probably have to to do that regardless. It’s just kinda a pain.

Anyway, good luck with the Samsung 4. I hope it brings fulfillment and keeps you healthy.
 New Year!