Thoughts about the Sense vs Charge 3

[LokeAa]

What I had and what I got

Charge 3 provided me with basic sleep statistics; time asleep, sleep stages and sleep score. Health-related I had sleeping heart rate and estimated oxygen variation. Every morning I could check my app for these data.

Sense gives me the same data sometimes. Whether I get data or not has added a sense of excitement to my morning routine. Well, the morning routine is an exaggeration. It can take up to two hours before I can see last nights stats in the app. At least the data seems to be correct, or almost. Most of the nights I have been asleep for about two hours before Sense catches up.

Fitbit Sense - An innovative health watch that helps you stress less & tracks your heart

I am overall a relaxed person. Maybe Sense think I am too relaxed? Is that the reason why I 70% of the time get no readings from "Stress management"? 

Heart rate, cardio fitness, and minutes in zones seem to be correct. The numbers I get from "Heart Rate Variation" is so low that it must be wrong. Low most of the time I mean, I have some nights when my HRV number is three to four times higher than what I normally get. ECG, I can't tell. Fitbit has not got approval for the ECG app in Norway yet. With my experience so far, it might be just as good, SPo2 is working, but I raised an eyebrow when I read "Note Fitbit devices do not measure SPo2 levels <80%" Without any explanation. If your oxygen saturation is 80 call 911, more correct, hope for someone to be around to call 911.

The name - "Sense"

In my mind, the name of the device "Sense" is derived from "Sensors". Fitbit is proud of the sensors they make. I know they can make good sensors. I am not sure if it is the sensors failing, or if it is a software problem.

Inadequate answers from customer service

I have been told to wear the watch in different places on my wrist. I do understand the two different positions for everyday wear and during exercise. Beyond that, I have, in my opinion, bought a device still under development., or a toy if they seriously mean we shall accept to try different positions and choose the one with the most satisfying readings after ones own choice. If in one position your heart is perfect, in another you should call 911, then it is not good enough.

Not a word from Fitbit

In the community board, there is a high level of frustration. Of course, Fitbit has picked up on both the board and feedback from customer service. As a consumer, I can accept; "We are aware of reports that might raise concerns with the Fitbit Sense, and we are looking into it", or "A software update will be released within...." at least something. Total silence is unacceptable. 

I have a strong feeling of "Something is wrong in the kingdom of Fitbit"

For many countries, Google Assistant should have become availeble in early 2021. We are well into April. In April, "early 2021" is more than overdue. Not a word why it isn't released, or any other update.

Is this how it is going to be like after Google bought Fitbit? Well, Google I have got news for you. With your traditional services, you are more or less the only provider. In the smartwatch market, there are many competitors.

Moderator Edit: Clarified subject

[charobach]

It feels like a downgrade from Charge HR to me!

The Sense is beautiful, and as a smartwatch (answering my phone, etc) it works ok, but as a health and sports metrics watch it definitely does not ... I have been strongly loosing confidence in most of the measurements, as they seem erratic and not even consistent with themselves. I know these devices can only offer approximations, and that is good enough for me, but when I do all my active minutes only because my wrist is giving off some heat or my average nightly SPO2 some nights is 96 and others 82, or I seem to have spent my days going up stairs, just to give some examples, that's not something I can trust, it's actually giving me worry.

And yes, customer service and the inadequate attention to these matters confuses me, it really makes no sense, just like the Sense LOL.

I have been using fitbit for years, once I retire this watch, there will be no other fitbit.

[SunsetRunner]

If it helps, I reported them the same issue, even after they had changed my Fitbit sense. Story short, they now start admitting it's a software issue and they are looking into it. 

[Rich_Laue]

Google assistant was released with the last firmware update. 4-5 months ago. 

[SunsetRunner]

I agree. It's quite clear that Fitbit prefers to launch their devices before they are 100% ready. It's their policy. My policy is that I may stop buying a Fitbit after this one 😉

[tomaszp]

I have Versa2 and in the past the sleep monitor worked fine, but with one of their software "upgrades" I have the same problem.

Their tech support ...ohh, wait they actually have tech support?? 

My .02c ... not sure why anybody would spend any money with fitbit...I got mine as a gift and just waiting for it to go caput as my warranty is over. 

[LokeAa]

@Rich_Laue

Google assistant released for some markets in Nov 2020. USA, Canada, UK, Australia, New Zealand, Singapore and India. The rest of us, Europe except the United Kingdom are waiting. I don't understand why Fitbit says Google Assistant is available only in English. We got Google Assistant in Norwegian three years ago. 

[LokeAa]

@tomaszp , @SunsetRunner  @charobach 

I try not to judge tech support too harsh. I have been satisfied in the past. My guess, support are frustrated as well. I know my device isn't functioning as it is supposed to. But why? No idea. I can guess. I think it is the sensors., but it might be software or a combination of the two. It can be the software or a combination of the two.

Do you think they would take any chances with the ECG feature? FDA wouldn't approve the ECG app if the readings were off more than a few % +-? FDA is only one regulator. They need approval elsewhere too.

I have not been able to try ECG. It will not be approved in Norway before the app translates into Norwegian. When I heard, I thought, "never going to happen". Then I realised they have no choice, and sooner rather than later. The marketing is all about health and ECG. If they don't deliver, it falls under false marketing. False marketing is expensive.

[LitBitTrouble]

I couldn’t agree more!! Definitely a downgrade! 
I received my “Sense” for Christmas, from the beginning I had trouble with syncing. By the first week of February it wasn’t working at all, the time was off by an hour, then more and more. 
I was able to connect with live chat after a lengthy wait, THEN when I was finally able to get through on live chat I spent over an hour on the line with “support”,  I practically had to beg Paul to allow a return, did not receive clear communication as to how to go about the return of the faulty merchandise, I went without my tracker for a month and actually offered  to take a loss with a different, less expensive model.
This is how “great” this company is, they offer me a DISCOUNT to PURCHASE the less expensive model (charge 3) and they would keep my replacement Sense. No thank you. 
I told them to just send me the replacement, which they finally did...3wks later. 
I am completely blown away by the lack of consideration for their customers. I for one will never buy their products again. 

[LitBitTrouble]

As LokeAa stated “The marketing is all about health and ECG. If they don't deliver, it falls under false marketing. False marketing is expensive.”

[Rich_Laue]

@LokeAa are you saying that you have had Google Assistant, in Norwegian on your Sense for the last 3 years? 

Fitbit never mentioned anything about what languages Google assistant supports. Only what languages that are supported with Google assistant version on the fitbit tracker. 

[LarisaAR]

Well said, LokeAa. I have the same problems and my ECG in addition shows most of the time Inconclusive. And yes like many of us after all this frustration we will switch to the other reliable watches that are on the market. The problem is that Google doesn’t care. Why? Because they got our MONEY, that’s all matters. The profit already made, now we all on our own 

[LokeAa]

@Rich_Laue , no I am saying google assistant has been available in Norwegian for the last three years, That google assistant is only available in English is exactly what they are saying. 

[SunsetRunner]

Definitely not an upgrade from the versa 2, I’m totally disappointed in this new watch. Not as accurate with HR, SPO2, and sleep.  The watch recorded HR without even wearing it, misses hours of sleep. The app is full of false positive readings and inaccurate.