Hi everyone. Posting this letter on behalf of Mike (or CEO). Please let me know if you have any questions or concerns. We’re eager to help!
We recently discovered an issue with a hardware component from a particular manufacturing batch that has affected a small number of our sensors. One of our suppliers used an out of spec component while manufacturing the connectors on the sensor cables. As a result, these sensors may not have a reliable connection to the monitor. This is not a safety issue, but it can affect the quality of the signals being transmitted to the monitor. We have sent emails out to the customers whose monitors are affected so that we can work with them to resolve this issue. Only monitors with serial numbers beginning M7190 are affected by this manufacturing problem.
Although we conduct rigorous quality tests during manufacturing, this problem only occurs after repeatedly connecting the sensor to the monitor. (It was connected in the factory for testing, and then again in your homes.) We are now introducing new quality tests so that we can avoid this in the future. We are also conducting new signal tests remotely on all installed Sense monitors to ensure they meet our standards of quality. These tests will not affect your experience with Sense.
We realize that only a subset of sensors from this batch will experience symptoms, caused by additional noise in the signals from the loose connection, but we feel the best thing to do is to replace the entire batch of monitors.
We understand that this is really frustrating to those of you affected. I want to sincerely apologize. The entire team and I are committed to building an exceptional Sense experience and a high quality product, and we recognize that this is not acceptable. We are now working to quickly fix the problem.
Our support team is available to answer your questions, and we’ve posted answers to some of the questions we anticipate here.