Metal plate on back of Sense 2 fell off

[Teresatjw]

The metal plate on the back of my Sense 2 fell off this morning.  I’ve barely had it for a year.  I purchased it in March of 2024, so it appears that it is about one month past the 1 year warranty. 😤  I’ve seen a number of posts for this same issue.  Seems like a design flaw to me.  Fitbit/Google - can you help me out here?

[JuanFitbit]

@Teresatjw , A warm welcome to the Community! Thank you for your message and feedback. 

As this is a physical damage, please contact Support. They'll be more than glad to assist you further with the Sense 2. 

Fill up the form, you'll see some recommended articles, and then you'll see the contact options. 

[Teresatjw]

Thanks Juan! I called the help center and have resolved the problem.  At first they only wanted to offer me a 30% discount to purchase a new device which was not an acceptable resolution. I spoke with a manager and pointed out that there are a number of others that have posted in the Fitbit community that have had the same issue and this seems like a design flaw. I’ve only had my Sense2 for 13 months so this should not be happening. I’ve been a Fitbit customer for over 10 years and have never had a device break in such a short time. At the end of our conversation the manager agreed to give me a one time replacement.  I’m very happy with the customer service I received and will continue to be a Fitbit customer. 

[Teresatjw]

Thanks Juan! I called the help center and have resolved the problem.  At first they only wanted to offer me a 30% discount to purchase a new device which was not an acceptable resolution. I spoke with a manager and pointed out that there are a number of others that have posted in the Fitbit community that have had the same issue and this seems like a design flaw. I’ve only had my Sense2 for 13 months so this should not be happening. I’ve been a Fitbit customer for over 10 years and have never had a device break in such a short time. At the end of our conversation the manager agreed to give me a one time replacement.  I’m very happy with the customer service I received and will continue to be a Fitbit customer. 

[JuanFitbit]

@Teresatjw , Thank you for keeping us updated and for your kind words.  I'm glad that our team could help you further and you got a nice solution for this. 

Please visit our discussion forums. There you'll find several users interested in fitness, healthy eating, or better sleep, who share many tips. They'll be happy to meet you there.

Keep on stepping .