Back of device leaking black glue/rubber

[Uksarah19]

 (not a particularly good picture sorry, but you can see the bigger lumps)

The back of my watch is leaking a black rubbery substance, I'm reluctant to pull it off as I'm worried it'll fall out completely if I do. I got in touch with support yesterday and was told I'd get an email response but no joy yet.

Has anyone else had the same issue, and how long did it take for the email response? I'm wondering whether something has been lost along the way and I need to start again (with the customer support process)

[Guy_]

@Uksarah19 - thanks for posting your observation. Are you able to add some photos?

Click on the landscape or camera icon to add photos to your post as it may help others.

If it is a new watch you can take it back to where you bought it for replacement or refund.

[Uksarah19]

I've added a photo now. I would of taken it back but I didn't buy it from a physical shop, I bought it directly from the website. 

The watch does still work fine, I just assume it's probably not waterproof anymore 

[Guy_ · Accepted solution]

@Uksarah19 - if you look in the forums you will see many posts of water getting in or the front face becoming detached, je. Seals are unreliable.

Thanks for your post, it is the first that might explain why watches fail due possibly only to sweat and damp getting in the back.

Hopefully you will get a replacement but I would suggest getting a refund and buying a new one if you are within the 30/45 days as a replacement will only be a refurbished one which may have other issues. With a new one you will get a full warranty.

[breanta]

Yes same !! I was at the waterpark over the weekend and glanced down in the whole face of my watch was gone and I found it with the gooey black stuff all around it laying on the beach chair I'm not sure if it was the heat or what but hopefully I can try to go about getting a new one 🤷‍:female_sign: 

[Uksarah19]

I first got in touch with support on the 6th regarding glue/rubber leaking out of the back. I'm still waiting for an email response- roughly how long do they normally take to get back in touch? 

[Uksarah19]

Thank your reply. I paid for my watch on the 24th of May. I upgraded from the Versa 2 and have regretted it since. Hopefully I can get either a new replacement or money back

[Uksarah19]

I have never worn my watch in water, my last one leaked and I don't want the same happening again. The goo was stretchy when I first noticed it but now appears to stay solid- currently in the mist of another heatwave (UK) so I'm not sure that heat can be to blame

[Odyssey13]

Hi @Uksarah19  if you purchased directly from Fitbit, you have 45 days in which to request a full refund, not 30 days.

[Odyssey13]

@Uksarah19  these devices work to 113f (not sure what the equivalent is in the UK) so after that, it stops functioning. Sure does sound like the heat is part of the problem. If Fitbit can't help you, try reaching out to your credit card company (if you used one for the purchase) as they often have a warranty on items purchased.

[Uksarah19]

That's 45c it only reached 39 (102) where I was. Thanks for all of your help, it's much appreciated.  

[JuanFitbit]

@Guy_ @Odyssey13 , Thank you for your comments. 

As Odyssey13 mentioned after your purchase your Fitbit device on our online Store, you'll get 45 days satisfaction window, where you can return your device if you  want to . 

@Uksarah19 , A warm welcome to the Community! Thank you for keeping us updated. 

Our team informed me that they received your message yesterday and you should get a reply soon. 

@breanta , Nice to see you around. Thank you for your message and information. 

If you haven't done so, please give our team a call or chat with them to let them know about your Versa 3. 

Here are our contact options. ..

If you are outside the US, just scroll down and choose the flag of your current location to see the appropriate channels

See you around.