Two Fitbit Sense won't charge

[Eirewolf]

We bought two new Senses just before Christmas to replace our previous Fitbit watches. Mine died a week ago and my wife’s watch died today. We tried resetting the watches; cleaning the contacts; tried different charging cables and outlets; etc. Multiple times with no luck.

We called support! We were told that we had to step through all the things we had already done with the rep or our issue could not be processed; so we did. Then the rep said she could only process one watch per call!!! So we called again - this time we were told to try a couple of things; then to charge the unit for 90 minutes and call them back!

Glad Fitbit’s time is more important than ours!

2 watches less than five months old and both dead (a week apart!) I also see plenty of other people having Sense’s die around the four/five month time frame!

Fitbit has a charging issue and to get a different Fitbit under the warranty; Fitbit will only credit 50% of the purchase price!!!

Goodbye Fitbit!!!

Moderator Edit: Clarified subject

[Eirewolf]

My wife and I both got new Senses for Christmas and they both died in the past week! Tried resetting; new charging cables; cleaned connections; etc; etc! No luck. Customer service is a waste of time!

The Sense is junk!

[Guy_]

Hi @Eirewolf - you will probably find it is not a watch issue but a charging issue - check How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[Odyssey13]

Hi @Eirewolf  since each Sense has a different account and owner, it seems reasonable to make it two different cases with support. So you're saying that support offered you 50% off another device? 

[Eirewolf]

In this day & age, with current technology, they should be able to process two issues during one call insteafd of having a customer via it on hold twice.

Yes, the warranty dept offered the choice of a replacement Sense or 50% credit towards a new watch.

God Bless.
Tom Collins

“I know your works; I know that you are neither cold nor hot. I wish you were either cold or hot. So, because you are lukewarm, neither hot nor cold, I will spit you out of my mouth.”
‭‭Revelation‬ ‭3:15-16‬ ‭NABRE‬‬

Moderator Edit: Formatting

[LizzyFitbit]

Hi there, @Eirewolf. @Odyssey13 and @Guy_ Thanks for stopping by to help our member.

@Eirewolf Thanks for the details provided, and every step tried prior to posting. I'm sorry for the experience that you've had with your watches, as well as your interaction with our Support team. Our team constantly works to improve our services, and the input we receive from our members is a big part of the process. Your feedback is truly appreciated and please know it won't be taken for granted.

Let me share that our team will handled every case individually and they'll provide you with options to bring you back on track based on our Warranty Policy. I understand where you're coming from and while I don't have access to your cases, I'd recommend contacting our Support team one more time so they can provide you with more details about their resolution. They're also available via chat, so click here to get connected with them.

[Tjune]

I have the same issue as well. 

[LizzyFitbit]

Hi there, @Tjune.

Thanks for joining this thread and letting me know about your Sense. I'm sorry you're having this experience. I went ahead to check your details and I noticed you already have a case created with our Support team. Because they're providing you with assistance, please keep an open communication with them.

[Tjune]

Well they gave me a discount to buy another product. It’s not guaranteed
that the next product won’t fail me. These products ain’t cheap

[LizzyFitbit]

Hi there, @Tjune.

Thanks for keeping me posted, and the details provided. I understand your point of view and I'm sorry for this inconvenience. This isn't the type of experience that we want you to have and rest assured your feedback won't go unnoticed as it'll help us to improve our devices, services and overall Fitbit environment. If you have any questions about your case, you can always get in touch with our Support team.