Touch on my Sense is not working, out of warranty and no support whatsoever

[Geekybonkerd]

Out of no where the touch on my Sense stopper working. I tried restarting the device, it didn't help. Only the capacitive touch button on the side is working. I am not able to start any workouts, change any settings or perform anything on the device. Although it is charging fine and tracks the usual vitals. My runs and hikes are of utmost importance to me and without being able to track these activities, my device is next to useless for me.

I got in touch with Fitbit support - tried rebooting, as well as performed a factory reset on the device as per the suggestions given by the support. Later in an email I was told that since the device is out of warranty (just 14 months old), there is no replacement possible and no repairs are possible. They're suggesting me to simply buy a new device. It sounds very unfair, either full replacement if in warranty, or no support whatsoever if out of warranty. There has to be a middle way out of this. And since I have seen quite a few reports of the same issue, it seems to be that I am not the only one facing this issue. The other users were lucky to have their device in warranty and got replacements.

Suggesting anyone not to buy a Fitbit device in India, there is no support whatsoever for out-of-warranty devices.

[Clove6060]

Have you tried changing your clock face through the app?

Did you update software recently 

[Geekybonkerd]

I have tried the below:

- Changed clock face

- Restarted the watch

- Reset it to factory settings and set up the device and app all over again.

And no software update was installed recently. For some people the issue resolves by performing the above, but for me nothing has worked so far. And the Fitbit support isn't helpful either.

[Clove6060]

Well let us know if anything ends up working.

Good luck!

[Geekybonkerd]

After denying any help on the issue, the Fitbit Team discussed my case with a superior department and still refused to provide any replacement or help.

There are multiple threads on the forum where users have reported the same issue. I believe this is a design flaw, and without admiting their responsibility of the issue, why should a customer bear the cost?

I'm very disappointed by this experience.

[cgreen2164]

Same here.  Offer a discount since my warranty expired.  Started acting up with inaccurate readings or not giving me readings at all.  It started vibrating erratically and the screen went black. The following day, the Fitbit logo came on, only to revert back to the black screen.  Obviously, no concern for customer satisfaction. 

I will not by another one.

[Geekybonkerd]

@cgreen2164 Good to know you were offered a discount since the device was out of warranty. In my case, they didn't provide anything.

Further, my watch has stopped charging and even after cleaning the port connections, it is not able to charge. At least it was tracking my heart rate and sleep till now without the touch, but now it is just useless.