Fitbit Sense 2 screen peeling

[happuslugger]

Hi there, I have a Fitbit sense 2 and like many others here the screen is peeling (around the edges where the sensor is).

I purchased this from John Lewis Solihull (UK) in June 2024.  I have the receipts, box, cables, straps - it is all complete as if you had just opened the box.

How do I go about getting this replaced please?

Having read the forums I see that this is a common issue - shame as I like the Sense 2.

Moderator Edit: Formatting

[FatimaFitbit]

Hi there @happuslugger! A warm welcome to the Fitbit Community!

Thank you for reporting this situation.

Since this is about physical damage, I need more information from you, which is best shared privately. I am sharing a link to a form for you to fill out here.

This form is for you only, so let me know when you have completed it.

[happuslugger]

Thank you @FatimaFitbit 

I have just completed the form now and await a response. 

I will update the thread once I hear back.

[happuslugger]

@FatimaFitbit I would also like to add that this isn't about physical damage - I have not damaged the device, the screen is peeling off.

It is the same as these threads:

https://community.fitbit.com/t5/Sense-2/Sense-2-frame-is-peeling/td-p/5381551

https://community.fitbit.com/t5/Sense-2/Let-s-not-forget-about-this-issue-Sense-2-edge-peeling-off/t...

https://community.fitbit.com/t5/Sense-2/Sense-2-edge-is-coming-off/td-p/5368673

Having competed the form how long should I wait until I am contacted?

My other option will be section 75 refund on the credit card and leave them to deal with FitBit.

Many thanks

[FatimaFitbit]

Hi @happuslugger!

Thank you for your answer and for providing information regarding this situation.

I'm sorry for the misunderstanding. 

You will receive an email from our customer support very soon. 

[happuslugger]

Many thanks @FatimaFitbit 

I will update the thread to provide a live progress report for others who may be, or may have the same issues in the future. 

[happuslugger]

Just an update that Fitbit are offering me (at this moment) a replacement unit.  I have to send the original unit back and I am awaiting a free shipping label.  

So far, so good in terms of communication.

[FatimaFitbit]

Hi @happuslugger!

Thank you so much for your answers and for keeping us updated! I'm glad to hear that you're going to get a replacement very soon.

The Fitbit community is always available to help you. I hope you have fun with Fitbit.

I recommend you visit our discussion forums. There you will find several users who are interested in fitness, healthy eating, or better sleep and who share many tips with each other. They will certainly be happy to see you there.

Best wishes!

[happuslugger]

Well not so great now.

First, I was asked to provide details for the account my Fitbit is registered to...which was done.  Then it was, can you provide us with your name, address and contact number for a returns label...which has been done.  Now they are asking me to confirm I am an authorised person by following a verification link and confirming I've sought Google support.  Link isn't working, I've sent four screenshots of the two emails addresses I use as proof that there is no outstanding verification request...now it is radio silence.

Think I'll just get my credit card provider involved for the Section 75 refund as I'm not prepared to waste all day every day jumping through hoops to VERIFY myself, when I have already done so.

I've asked them to either a) provide me with a returns label, or b) give me the address and I'll send it on myself at my cost.

Let's see what happens next...

[happuslugger]

Just to update the thread.

I gave up waiting for emails and eventually found a number to call.  Thankfully I got through to a lovely lady in Guatemala, who pulled the emails up, went through everything and asked me for some images (which I sent).  A short while after this I had an email with postage documents sent enabling me to return the watch (to Poland).  I now wait to see what Google say once they have the device but I assume they will replace given the images I sent over were apparently sent to a team to look at prior to postage documents being created.

[FatimaFitbit]

Hi @happuslugger!

Thank you so much for the update, your patience and for keeping us updated. 

I'm glad to know that you'll get a replacement very soon.

 The Fitbit community is always available to help you. 

[happuslugger]

Just wanted to update this thread and close it off.

I have today received a new Fitbit Sense 2 from Google (very fast turn around).  You just have to send the actual device, not the box, strap or charger.

I haven't switched it on, but it appears to be new and wrapped and sealed accordingly.

I just wanted to post this for anyone else who may have a similar issue.  The service, once you get through to someone is (or has been for me at least) great (I am in the UK).

I have however since decided to just use Garmin for all my needs now so have left the Fitbit and Polar systems I was using (Fitbit was my day to day and sleep tracking, polar I used for weights and cardio and Garmin for my cycling). I purchased a Garmin Fenix 7 Pro Sapphire Solar and will be using that for everything going forwards.

If you have similar issues in the UK try and get hold of someone on the phone, it made the whole process a lot easier.

Thanks to @FatimaFitbit for her support. Best wishes to you all 🙂