Metal trim on back of Sense 2 fell off

[rickmusser]

Has anyone had this problem and is it safe to use superglue to fix.  See pic

Moderator Edit: Clarified subject

[PetWhisperer]

I filed a case over a month ago on September 6th and have not heard anything back after my initial contact. I received an email saying they were working on it on September 10th. I have the same problem. Any help in finding out what's going on would be appreciated. Thanks.

Moderator Edit: Personal info removed

[Adunlomo]

This just happened to my watch. It was a Christmas gift last year so I don’t have a receipt or the box anymore . Am I still able to get them to fix it ?

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This was very helpful. Thank you 

[Wednesdayschild]

Yes, they use the info in your account.

From Nancy

[PetWhisperer]

Yes, mine was a gift too. They did ask where it was bought (which was purchased on the Fitbit site) and they sent me replacement (refurbished according to the email) and I just got it yesterday. I didn't need to provide a receipt at all. Good luck with yours!

[VickyLWestern]

I had no problem getting mine replaced. Customer service was fantastic! New face arrived in 2 days!

My question/concern .. if this is a defect with this model and they keep sending out refurbished replacements .. how long before these plates fall off? Will we be able to get another replacement 7 months later? Have they even tried to address the issue and fix the problem?? 

My last Fitbit I wore for over 2 years, in and out of showers, baths, swimming and never had a problem. Only upgraded to this model because it was a gift.

Just curious. I ❤️ my Fitbit.

Oh if Google just bought you when will our watches be compatible with GoogleFit?

[chattykathy641]

Hi LizzyFitbit,

This too happened to my fitbit sense 2. I chatted with someone yesterday and received an email, stating I was no longer in warranty. This seems to be a recurring problem with this watch, and it's too expensive to replace literally after a couple of weeks over a year. I bought it Oct 9 of 2022. What can be done?

[Babci6]

I would lay into them about this. It’s ridiculous that a known problem is disregarded because of a week past purchase date.  Be nice in your complaint, but let them know this is unacceptable. 

[chattykathy641]

I definitely will. Thank you!



Sent from my T-Mobile 5G Device

[PetWhisperer]

They know it's a problem so I would give the same advice. Too many people are having this problem and it needs to be resolved permanently.

[Alex_Loughney]

@LizzyFitbit i had the same thing happen to my watch. One of the metal plates has fallen off the back.

[Alex_Loughney]

 

[LizzyFitbit]

Hi everyone, and welcome to our new members.

I'm sorry for the delayed response, and thanks for the additional information as well as the pictures provided.

@Adunlomo, @PetWhisperer and @VickyLWestern I'm glad you received a replacement, and I appreciate yours as well as @Wednesdayschild and @Babci6 feedback. This isn't something that we want you to go through and rest assured we'll keep working on our devices to improve your experience with them.

@chattykathy641 I'm sorry this happened to you, and thanks for bringing this to my attention. In order for our team to look into this matter and help you out, I've requested a new case on your behalf. You'll receive an email shortly with more information.

@ignaciovdk and @Alex_Loughney I'm sorry for this inconvenience and I've also requested a case for you as well. Our Support team will provide you with further assistance via email, please keep an eye on your inbox.

[MGoldsmith3]

@LizzyFitbit the entire back of my sense is coming off. I know I am out of warranty. Do I have any options? Even for some kind of credit?

[KSimmarano]

This happened to me yesterday. My watch was irritating my skin, which rarely happens. I took it off to change the strap and wash my hands. As I was putting it back on, I noticed a piece of metal in the sink. It looked familiar and noticed both of the same pieces were missing off my watch. Don't know when the first piece fell off, but that must have been the cause of the irritation. 

I called to open a case right away. Just got an email that I'm declined because it's out of warranty. Double checked when I purchased it and it is 1 month over the 1 year. I have been a loyal Fitbit customer and a Premium user for many many years now. You would think they would recognize that and cut me some slack. I'm thinking of taking my business elsewhere now...might be time to move on.  

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Picture for proof

[Dani9971]

I had the same thing happen to mine. Took the watch off to get ready for bed, and the silver trim was stuck to my wrist. I called customer service and they had me email them  a picture of my Fitbit next to a case number (they gave me) written on a piece of paper. They sent me a replacement. I will say however that I’m really disappointed in the fact that they sent me a REFURBISHED sense 2. If this watch was a year old, I might not mind as much, but I paid $260 for a new sense 2 and also added the extended 2 year warranty less than 4 months ago. I would have rather had a new replacement. My charge 5 had to be replaced once due to manufacturer issues. Then when the replacement died it was just out of the original warranty date, so they offered me 30% off regular retail price on a new model. That’s why I added the additional two year warranty on my sense 2. Not sure how I feel about the durability of these trackers or the customer service.🤷🏻‍:female_sign:

[BLSchaefer87]

Glad I came across this thread. The two metal pieces came off of my fitbit as well. I haven't even had this fitbit for a year.. 😞

 

[LizzyFitbit]

Hi everyone, and a warm welcome to our new members.

@MGoldsmith3 and @BLSchaefer87 Thanks for joining this conversation and letting me know about your watch. Also for the picture attached in your post. Given this situation. I've requested a case on your behalf so our team can look into this and help you out. They'll send an email with more information shortly.

@KSimmarano and @Dani9971 Thanks for the detailed information and pictures provided. I understand your point of view and I'm sorry you've had this experience with your Sense 2. Our team constantly works to improve our devices, and the feedback we received from all our members is a big part of the process. While I don't have access to your case, I'd recommend getting back with our Support team so they can provide you with more information.

[TJCooley]

Hey Liz, one of the metal sensor plate has fallen off of my Sense 2 as well. I just bought the fitbit in June/July. 

 what are my steps moving forward?

[Kerbz13]

Mine did that. Contacted Fitbit by phone and had a replacement Fitbit on my doorstep in less the 48 hours. Amazing service. 

[Babci6]

Go to the chat.  Keep asking questions until it connects you to a real person.   The person will give you a case number.  Write it on a piece of paper and take a picture of your watch with the case number.  Upload it per instructions.  It will be taken care of.