Fitbit Sense face came off

[THutch425]

Sense watch face randomly popped off today. Watch hasn't been near extreme heat moisture or water but it just popped off without cause. Reached out and was told I'm not under warranty but here is a discount towards your next purchase... why should spend all that $$ again for product to just randomly break again? Very very disappointed at this outcome. Canceling subscription and will not buy Fitbit again. Checking out other services and products. 

Moderator edit: Subject for clarity.

[RodrigoMFitbit]

@THutch425 Welcome to the forums. Thanks for you inquiry regarding your Fitbit Sense´s display. That is definitely not good. I was informed though, that you have already reported this to support. Support will provide you with a suitable solution. 

[Earlybirdie]

Best solution that I found was a CAVN Sense Protector Case.  Not only does it serve to protect the Sense glass face but the way that it mounts in effect causes it to act as a clasp that will prevent the cover from popping off.  No glue required.  A four-pack of these protectors, each a different colour, was only $14.99 CDN on Amazon.  https://www.youtube.com/watch?v=_PbNN6LODWk

[RobertBN]

Thank you for sharing the info about the case. I bought my first sense around june 10th last year, the face popped off in January. It was replaced under warranty. The the face came off the new one just over a week ago while I was just leaving on vacation. Literally two weeks after the warranty was up. I was offered a 35% discount on a replacement. Obviously the discount is better than nothing and I appreciate it. But instead of just a rubber gasket holding the face on, the watch body should have been crimped over it at least top and bottom. 

For clarification, I do not swim, do dishes, or shower with it. Nor has it been subjected to much direct sunlight. I work 10 hour days from home so it only gets a bit of sun in evenings. I have an office job and wear it on my off wrist so it doesn’t get banged around. 

basically the gasket only idea seems to be a design flaw that, for me at least, gives it a six month life span. Hopefully the protective cover mentioned above will increase the products life span. 

[Earlybirdie]

Glad I could help. The only drawback to this solution is that condensation
occasionally forms on the inside of the cover when in a humid environment
or if my arms get sweaty but easy to pop the cover and give it a dry wipe.

[RobertBN]

Since the face popped off two Sense watches in 54 weeks and I just ordered a new one I’ll put up with a little condensation if the covers make the Sense as durable as it should be. In fact after reading your post I ordered the package of four covers and they arrived before my new sense. 

[down_and_out]

2 other posts on this same problem just yesterday and one today,  My popped off today.

I am uncertain how "you have reported this to support" qualified as a best answer to your problem.  That will have to be explained.

[PamABC123]

Same happened to mine and Fitbit doesn't take responsibility. 

 

People need to know this is happening. I reported it as well and too bad so sad because it is barely out of warranty  (the final replacement after defective items arrived September 10, 2021) $400 for just over 1 year of wear and lots of inconvenience getting a proper working watch. I'm not impressed with how fitbit is these days. Bought my first fitbit in 2016. 

Sadly mine came off in the shower and no longer works. 

 

I was offered the same discount after my watch face came off its very first time in the water. My husband told me not to do it but I trusted fitbits quality control. I expected better. If they know it's faulty they should cover the cost for one without flaws. I'm so disappointed in a company I expected more from. 

[Earlybirdie]

You need to purchase the face protector referenced in my post. Completely
solves the issue for $15 and you get a pack of 4.

Earl Ray

[PamABC123]

I do have the face protectors and was finding the screen wasn't responding well. After the face came off, it got wet and now won't work.  I let it dry out with silica packs but still no go.  The repair guy said water got under the taped area on the inside (backside) of the face and corroded it. He said the gasket looked like it had not been placed in the intended groove. 

[Earlybirdie]

Sorry, I can’t help you with the got-wet-issue. I only know that I have
been wearing the Versa with the face protector for about 3 months now and
have had no issues other than some slight condensation when the skin on my
wrist sweats.

[gschoen]

In the first year I had 3 Sense with the exact same issue. Previously I had the same issue multiple times with the Ionic. While I haven't had a Versa I suspect they have the same design flaw.  When they're out of warranty I use the cases to essentially keep the device from falling apart. Besides for the hassle of it all, since the devices arent repairable it's a lot of needless waste. I prefer the cases that don't cover the screen and are more of just a frame because as you mentioned the device is less usable. Of course for the Sense with a case on you can't use the EKG or EDA functions without taking the case off. Since I found those too time consuming and unnecessary for me it was a fair trade off (I guess I should have bought a Versa.) I don't wear them to shower or swim nor in hot environments like a steam room, sauna, or hot tub. For devices that are supposedly designed for swimming, this is so unacceptable. 

[evie3]

I just woke up this morning with my Fitbit Sense watch face popped off too. I was shocked and pressed my face down firmly. My warranty would be expired too. I hope I don't have any more further problems with it. I have noticed that my automatic exercise sensor does not work consistently, It hasn't been working for weeks. I have tried all the tips and none have worked.

The same happened to me this morning. I woke up with my popped-up face on my Fitbit Sense. The warranty is expired. The automatic exercise sensor stopped working weeks ago. It is inconsistent sometimes it works and other times it doesn't.

My cover popped off this morning and I have never showered with my Fitbit Sense nor have I ever gone swimming with it. I have always kept mine out of water because I never trusted the waterproof claims.

[Earlybirdie]

It has now been about 7 or 8 months since I began using the
almost-undetectable, flexible face protector as a solution to the loose
Fitbit face and it has performed perfectly, save for the odd time when some
condensation forms on the inside of the protector face. Twenty seconds to
remove, wipe and reinstall the protector fixes that issue. The edge of the
protector face also makes it easier to press the side button. You should
get one!


Earl

[evie3]

It looks like the glue that held the face is worn. The same has happened to me. I have never had mine in water nor do I live in high humidity. I am waiting for the cover protector because the face cover keeps popping off.

What if the watch has never been wet and you live in low humidity?  I don't get sweaty hands too. It looks like the glue has worn off instead on condensation issues.

My Fitbit Charge lasted for years with no problems ever. The Sense model has this flaw at double the price. 

I ordered it online and waiting for the delivery. For the time being, I am sticking it down with tape.

[J9191]

Don’t think Versa is any better - my watch face came off last night and screen is now white. My warranty ran out in August. I had an inspire before this and it stopped working just after warranty ran out as well. There is obviously a defect in their watches as there are so many with this watch face issue. A discount is not the answer to the problem. They are sending me a discount for my now useless watch. Not so sure I will be spending the money again to have a fitness tracker that only lasts about 1.5 years or so for this amount of $.

[evie3]

Thank you for sharing. I purchased another Sense and got a face cover for the other Sense.  It fixed the problem but still not good enough. There are cheaper Smartwatches around that have the same features. That may be another option for me if this flaw still exists. If I have to buy a watch every couple of years it may as well be a cheap one then. Inflation is ridiculous.

Thank you. I did that and fixed the problem. I lost confidence in the Sense and purchased another at a sale. The faulty Sense is a spare incase something goes wrong with the new one when the warranty expires.

[PamABC123]

I'm with you on getting a less expensive watch.  I think the water proof issues was a struggle for fitbit, and their employees -I was told it meant if I got a little bit of water on my watch (why does it have an option to track swimming? LOL). I purchased the Versa 2 after my Sense broke but this is the last fitbit for me I think.  Maybe fitness trackers should stick to tracking fitness and smart features, on a watch, should go to cellphone manufacturers 🤷‍:female_sign:

[evie3]

I hope Fitbit takes note of these issues. The watch components are cheap and should not be overpriced if the watches are to expire right after their warranty.

[Earlybirdie]

Yes, I am so disappointed with the FitBit Sense. Mine will no longer charge
and my wife’s requires daily charging followed by a time re-set. For
watches that have only been used for 28 months, this product’s performance
is far from justifying its price. I wish I had spent more time researching
the Sense before purchasing them. Offering credits to replce an inferior
product wouldn’t persuade me to stay with FitBit products.