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.

[SunsetRunner]

Count me as another disappointed Fitbit user.  My son's Versa 2 no longer keeps a charge and my Sense cover just popped off today.  Never used in the water, never in the shower.  It still works, but clearly is no longer waterproof which is one of the reasons I bought it.

This is the final straw for my wife and I; we're off to other brands.

[Earlybirdie]

Me too. The face cover kept the Sense face in place but if I worked up a
sweat, there was some condensation that formed inside the cover which I
suspect ultimately caused the watch to stop working entirely. No charge -
nothing.

[cuarenta48]

The exact same thing happened to me. Purchased first one June 2021 had to replace May 2022 when face popped off. Here we are in 2023 and went to wear today and the face popped off again. Like you I don’t get it wet, no banging or anything. No damage or scratches on it the face just popped off. Waiting for them to respond back to me. But I’m disappointed reading this is a production flaw and they refuse to do anything more about it!

[evie3]

It must have something to do with the glue that's being used.

[Earlybirdie]

Or the lack thereof.

[RodrigoMFitbit · Accepted solution]

Hello everyone. Welcome to all newcomers. Thank you very much for taking the time to share your feedback about the Fitbit Sense. 

Please note that all Fitbit devices have a warranty policy. In case you come across this situation, please contact Fitbit support directly: Fibit Support - click here. They will provide you with a suitable resolution. 

[cuarenta48]

The problem with this warranty is that it's only good for 1 year. The problem that we have all experienced happened outside the warrenty period and even though its a design or construction flaw with the device itself--Fitbit fails to resolve the problem in a manner that's feasible. Offering 35% off on another product should not be the answer. How about a refund since the issue is not due to normal wear/tear or even damage caused by the individual.  Fitbit needs to stand behind their product and offering a discount is not doing that!

[PamABC123]

Well said!  

[RodrigoMFitbit]

@cuarenta48 @PamABC123 Thanks for your reply and feedback. I recommend you take a look at the following article: What's Fitbit’s return and warranty policy?. There is a way to extend the warranty.

@cuarenta48 Usually when the warranty period is over, there is no compensation. Inquiries are evaluated individually by support. I am glad you still received an alternate resolution. Thanks again for your feedback.