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

[TJCooley]

Thanks for the heads up/instructions

[LizzyFitbit]

Hi there, @Babci6. @TJCooley and @Kerbz13 Welcome to the forums.

@Babci6 and @Kerbz13 Thanks for sharing your experience with our Support team. I'm glad you received help and your post will definitely help other members around the forums.

@TJCooley Thanks for letting me know about your Sense 2, and the picture provided. I'm sorry this happened to you and I've contacted our Support team on your behalf so you can receive further assistance. Rest assured your case is in good hands and you'll receive an email shortly with more instructions, please make sure to check your inbox.

[DebBeam]

I am having the same issue. How do I report?

[LizzyFitbit]

Welcome to the community, @DebBeam.

Thanks for joining this thread and letting me know about your Sense 2. To work on this together, I went ahead and contacted our Support team on your behalf; however, I was told you already have a case created with them. I'm glad your case is in their hands and I'm sure they'll continue helping you, so please keep an open communication with them.

[DebBeam]

I called and they are sending a replacement.  Thanks for the forum. 

[LizzyFitbit]

Hi there, @DebBeam.

You're welcome, thanks for keeping me posted. I'm happy you're about to receive a replacement and I hope you can keep crushing your goals.

Happy Holidays!

[TJL74]

This has just happened to mine. I only purchased this October 22.

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Phone them. Their customer service is fantastic xx 

[LizzyFitbit]

Welcome to the community, @TJL74. @Kerbz13 Thanks for taking the time to help our members.

@TJL74 Thanks for letting us know about your Sense 2. I understand your concern and because this shouldn't happen, and I'm sorry this happened to you. I've contacted our Support team and I've been informed that you already have a case created with them. I'm sure they will continue helping you with this matter and I encourage you to keep an open communication with them.

[Grlee]

The squarish gold colored metal  half moon shaped piece in back fell off my sense 2 watch! What should I do? Is there a replacement? Everything else seems to be working. 

[Talahthas]

Welcome back to the Fitbit community, @Grlee!

Sad to hear what has happened with your Sense 2. As this shouldn't happen with normal wear and care, I'd suggest contacting Fitbit support for further assistance:

Fitbit Support Contact 

[LizzyFitbit]

Hi there, @Grlee. @Talahthas Thanks for your help!

@Grlee I'm sorry the same happened to your Sense 2, and thanks for taking the time to let me know about it. So you can receive assistance, I've contacted our Support team so they can create a case on your behalf. You'll receive an email with more information, please keep an eye on your inbox.

[Grlee]

Thank you

[Wilfred869]

I have not found the piece that fell off from my watch yet.  Assuming I find the piece, has anyone actually tried gluing the pieces back in place to see if the sensor functions still work?   My watch is 2 months out of warranty, so I am not concerned about voiding that.

I was hesitant to purchase a Sense 2.  I only did so because I got a discounted price after my original Sense 1's charging function failed about the same amount of time past warranty expiration.  At least this failure is not a complete fail yet, but I am concerned that the lack of the piece may allow moisture to penetrate the rest of the watch and hasten its failing.  

[y-von]

Did anyone ever get back to you about how to glue or fix the metal piece back on?  Many people in this chat seem to ask same question but Fitbit doesn’t seem to respond for watches that are past warranty.  I have same problem and my watch is 2 months over the one year warranty.  Such a pity these watches seem to be disposable. Thanks. 

[Wednesdayschild]

Since my original post, I have continued to wear the fitbit without the one metal trim piece without any trouble. It functions perfectly and gives my skin no trouble. The replacement fitbit sent to me is in the drawer to use in future when needed.

Happy new year all.

[Wilfred869]

I had a reply from Fitbit giving me a discount on a new product, but no recommendations for servicing the existing one.  I'm at least somewhat comforted by @Wednesdayschild 's post about it not being an issue so far.  I sweat a lot when working out, and I am afraid that the loss of that metal piece would compromise the water resistance.  Time will tell.  

I am disappointed in the lifespan of the newer Fitbit products too.  My backup is a Charge 2, which works like new with the exception of the scratch I left on the screen a couple months ago doing yard work. 

[Grlee]

No one has got back to me about gluing it back on . I did read somewhere
that gluing it back on may interfere with it’s sensors. In my case I can’t
find the missing piece. Hopefully I will hear back from them soon.

[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. 

[Michelle88]

[Odyssey13]

try getting with customer support. There are no repairs for these devices.

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or X/Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options