Two faulty sense devices in 7 months

[Funksoulsista]

I purchased a brand new sense device from Fitbit in May last year, they had to replace the first one as it was faulty, now the refurbished replacement is broken in less than 7 months. Surprise surprise! Not charging, not doing anything. Fitbit support said that because it’s already been replaced (umm yes within the year) they can’t do anything!

I have had nothing but trouble with this device ever since I got it. Complete waste of money, seeing as it’s top end (supposedly)!

now I’m stuck with two broken watches within a year, they have said they will not do anything!

This is poor and unacceptable. What a downhill spiral for Fitbit, who used to be good. Now they are going to be boycotted, there’s Apple , Garmin and no reason to use this flimsy company!

[Clove6060]

What was the problem with the first watch which was “faulty”and the second watch which was “broken”.

When you say stuck with them…..are you still in possession of both watches?

[Guy_]

Hi @Funksoulsista  -  many times the watch itself is not faulty. In your case check this for a possible solution for the current watch or may be both.

How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[eezeepee]

Yes provide some details as to how it's broken. It could be a very simple fix like cleaning the charging contacts and charger pins if it wasn't charging.

[Bryan7500]

I'm going through the exact same thing. I had a problem with my first fitbit sense, it wouldnt charge it was completely dead. I went through trouble shooting with customer service. Nothing fixed it. They sent me another watch. The refurbished replacement did not work. So I figured it could be the cord. It worked! Only the refurbished watch worked. Now same problem but its not the new cord. Watch is dead, does not charge. Im so pissed off. Ive never owned a piece of tech that under delivered. Then didn't even work. I have 2 watches that don't work ive only had them 6 months. Ive yet to bother with customer service. Tried all the troubleshooting. Nothing works. Im pissed. 

[Bryan7500]

I just checked fiddled around with it. Its the cords. They are garbage. The springs fail and contacts dont touch. I shook it and put it face down and im getting continuity now but I'm still not satisfied. I don't feel i should not have to replace the cord. And after messing around with it for hours I'm finally able to get it to charge. 

[Clove6060]

Just get a new cord. I understand you’re not happy but for Less than $15.00 (all in) you can resolve the problem and move on.  Contact Fitbit for a new cord or get one on Amazon. All done.

[Guy_]

Unfortunately it would seem that Fitbit support are understandably too keen to replace watches considered faulty with refurbished ones, that are perhaps worse than the original, in an effort to please customers.

In this case as the link provided above clearly states a combination of dirty contacts and broken/poor charge cables is more often the cause of charging problems, and watches not coming on as a result, because their battery is simply flat, due to it not charging.

This problem has been compounded by new features in the latest firmware exhausting the battery quicker, requiring charging more often.

In these cases the Sense and Versa 3 watches are not necessarily faulty.

[Brindle12345]

I absolutely agree Funksoulsista! I had a Versa for just under 2 years. It stopped working so Fitbit replaced it. First replacement didn't work from the off, as the left hand button was broken. Second replacement was faulty after 2 days - no heart rate monitor - and then after a week the face went black and stopped working. Now they want to send me a THIRD replacement. I don't want to use a Fitbit device any more as I can't bear the waste of all these electronic devices piling up on my desk but they won't give me a refund as I bought it through a retailer, not through them. 

[Guy_]

I got so fed up with two replacements that didn't work I simply bought a new one which still works.

The original fault was a factory reset [for a minor issues] which completely killed a perfectly good watch.

When, after weeks of waiting for the exchange of faulty watches, a 3rd replacement came that did work I gave it away.

That is why I recommend taking it back to the shop for refund or new replacement, if possible.

See also a votable feature suggestion to Improve return or replacement policy to be faster (w/code to exchange at any shop)

[SunsetRunner]

My second Fitbit sense has packed in also today.I think they have set a bug on the old senses so in order for you to upgrade. Order a Apple Watch will arrive tomorrow so bye fitbit

[SunsetRunner]

Screen saver was changing and freezing and diamond staying on screen and draining the battery. Reset it a few times made no difference 

[CarlyRae91]

The Sense is clearly defective!

I am on my 4th replacement in less than a year because they just stop turning on.

During one replacement the support person confirmed that they are lemons but I could not return mine and they would just continue to replace them.

on this replacement they offered a free replacement or 50% off a new model. 

it’s truly sad that Fitbit is aware that the sense is defective and will not do the right thing. I will definitely be switching to the Apple watch!

[SunsetRunner]

I've had the same problem! Two fitbit senses where the screen fell off after 7 months. Neither ever charged properly either. The first one fitbit support replaced but when the second one broke in the same exact way they won't help because it's been (barely) over a year since I purchased the first one. Seems like a product defect for both to have a same issues. I too will be finding another brand for my fitness tracker

[merjoy]

I had two Fitbit Versas and the face fell off. These watches are trash and the company does not stand behind their defective products. 

[jlbarvit]

same issues and the process of returning it has been awful lots of back and forth 

I rather give apple my money I never had an issue with their customer service 

[merjoy]

I completely understand, $300 down the toilet. The Sense is an overpriced
piece of junk.

[Bryan7500]

It ended up being the charging cords, I'm on my fourth charger. One good
thing is I ended up getting a free refurbished watch out of the deal.

[upmcedtal]

I brought for 160.$ and haven't had a problem stopping.