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

[mishti]

Hi 

It just happened to me yesterday and I have been reaching out to Fitbit but I am no more under warranty (I got it 13 months back) so they refuse to help 😕

Is there any way I can get it repaired? Or a quick fix that has worked for someone?

Honestly, it feels like such a poor manufacturing job and I kinda feel bad that Fitbit expects the products to last only till the warranty period.

[LizzyFitbit]

Hi there, @Civilchick and @Grlee. @mishti Welcome on board.

Thanks for your continued reports regarding your Sense 2, and I apologize for the inconvenience this has caused. As you may know, every case is handled individually and based on our policies. However, I understand where you are coming from and I appreciate your feedback. Fitbit constantly works to improve our devices, and the input we receive from each of our members helps us to make that happen.

While I do not have access to your case, you can always get back to our Support team in order to receive more information about your case. I'm sure they'll continue helping you with all your concerns.

[xBryze]

Has anyone attempted to reattach the plate with success? I've tried the chat route with no success - it is infuriating that Fitbit knows this is a recurring issue with regular, everyday use of these devices and will not stand by their product. I am certainly not inclined to purchase another to have this happen again. I love the functionality of the watch, but this customer service experience has me searching for other options...

[Babci6]

I don’t know why the chat route isn’t working.  You have to chat with a real person not the robot.  They give you a case number, you upload a photo with the case number by the sense2.  I received my replacement in a short time.  Is your device older than a year?

[Need2exite]

Did you ever try gluing them back on? I was thinking of doing this. So disappointed with the quality of this Fitbit. A lot of the same issues. 

[Need2exite]

Quality of this sense 2 sucks. How’s your new one doing? Did it break yet? 

[Babci6]

Gluing the bands back on would interfere with the sensors.  

[Darrylbaxter]

Not if you be careful and do not get glue on sensors, tricky but doable.

[Babci6]

It also voids the warranty. 

[xBryze]

Mine is beyond the one year too, which is why they will do nothing. Absurd that this is a known recurring issue and they will not address it even if its beyond the warranty. The plates falling off is hazardous - what if a pet or child finds it and swallows it? 

[xBryze]

---

@Need2exite wrote:

Did you ever try gluing them back on? I was thinking of doing this. So disappointed with the quality of this Fitbit. A lot of the same issues. 

---

---

@Need2exite wrote:

Did you ever try gluing them back on? I was thinking of doing this. So disappointed with the quality of this Fitbit. A lot of the same issues. 

---

I think I'm going to try it... what's the worst that happens? It's already broken and beyond the (absurdly short) warranty. Worst case I buy a new one (again) 🙃 probably will not be a Fitbit, which is a shame. I've been a loyal fitbit user for a long time but this quality issue (and customer service) is making me look at other products.

[LizzyFitbit]

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

@xBryze and @Need2exite I appreciate you taking the time to join this thread and let me know about your Sense 2. I understand your concern and I'm sorry that you've had the same experience. As our friend mentioned, we don't recommend any type of adhesive as this may affect the sensors and cause further damage.

I went ahead to check your information and I see that you have already contacted our Support team. My best advice is to get back to them if you have any questions about your case. They have access to your details and I'm sure they'll be able to help you with any question related to your case.

@Babci6 and @Darrylbaxter Thanks for sharing your insights!

[Tozak]

I just realized my metal C shaped cover is off the back of my Fitbit. The part that is on my wrist around the sensors. 

[Guy_]

Hi @Tozak - see Metal trim on back of Sense 2 fell off

[gkayewells]

I’ve had the same issue, and Fitbit told me that they do not fix this type of issue and sent me a 12 page information on their warranty.

[Babci6]

It’s not fixable.  Is yours less than a year old?   If it is, go to the chat and keep asking questions until the robot connects you with a real person.  They will give you a case number.  Take a photo of your sense2 with the case number and you will get a replacement. 

[LizzyFitbit]

Hi everyone, and welcome to our new members. @Guy_ and @Babci6 Thanks for your help!

@Tozak I've moved your post to this thread so we can keep the forums organized. I'm sorry this happened to your Sense 2 and I have requested a case on your behalf so our Support team can provide you with further assistance. They'll send you an email shortly, please keep an eye on your inbox.

@gkayewells Thanks for contacting our team prior to posting, and I apologize for this inconvenience. As our friend mentioned, we don't have a repair center or instructions on how to fix it. Because you already have a case created, my best advice is to reply back to them in order to receive more information about your case.

[Lrgreen]

Mine just fell off too. Can you please help me with it?

 

 

[rinthewoods]

This has happened to me as well.  I just went through the support chat and was told I don't meet the requirements for the warranty and there was nothing they could do.  This very much seems like a manufacturer defect.  My watch is just over a year old. My original Fitbit Inspire lasted 3 years!    

[LizzyFitbit]

@Lrgreen and @rinthewoods Welcome on board.

@Lrgreen Thanks for sharing a picture of your Sense 2. I understand your concern and I've requested a case on your behalf. Our team will investigate and provide you with further assistance via email, so please keep an eye on your inbox.

@rinthewoods Thanks for the picture and the time taken while contacting our Support team. Before anything else, I'd like to share with you that every case is handled individually and based on our Warranty Policy. I'm sorry you've gone through this experience and I appreciate your feedback which will help us to continue working on our devices. While I don't have access to your case, my best advice is to get back to them in order to receive more information.