Metal trim on back of Sense 2 fell off

[rickmusser]

Has anyone had this problem and is it safe to use superglue to fix.  See pic

Moderator Edit: Clarified subject

[CaliMegan]

Well, I believe that case was closed. Opened and closed almost immediately.
I was 2 months out of warranty. They did send me a coupon I had to use
right away for $35. So I'm no longer a Fitbit customer! I really needed it
to monitor a genetic ascending aortic defect. It's worthless without being
able to see my heart rate or ecg. I'm furious that I pissed away $300! And
I think I almost got a Samsung before foolishly going this one. This is
actually my 4th Fitbit in 10 years. Instead of relying on previous
experiences I wish I would have done a bit of research. I would have seen
right away that there's been an issue for quite some time. I feel like an
idiot!

[LizzyFitbit]

Hi there, @CaliMegan.

Thanks for the additional information. This isn't the type of experience that we want our members to go through and I apologize for the inconvenience that you've had with your Sense 2. Fitbit constantly works on our devices, and we value every feedback shared by our members as it helps us to evaluate and make improvements.

As you may know, every case is handled based on our Warranty Policy. However, if you have any questions related to your case or the resolution received, my best advice is to get back to our Support team in order to receive more information.

[honkerdown]

It has been 436 days since a Sense 2 has been opened as a Christmas gift in 2022, until one of the metal bands on the back fell off.  Now they tell me this is outside of warrantee and cannot do anything.  This is a defect, either in design or manufacturing, as there are many examples in this forum of the same issue.

This is the last straw. 

• I bought this as an upgrade for my wife's Inspire HR, which is still going strong. 
• It was sold as a "smart watch" and upgrade to the Sense, yet all of the apps and 3rd party apps have been stripped.
• The syncing with the Pixel 7 has never worked correctly. I very often have to toggle Bluetooth or force-stop the app to get the weather tile to sync.
• Why in the world would a Google owned company have an Alexa integration, but not Google Assistant?
• This says nothing about the bungled firmware roll-out.

Gonna break out the superglue, and I am done with Fitbit when this thing dies, which I am sure will be soon.

Moderator Edit: Clarified subject and formatting

[honkerdown]

For those keeping track, it cost me $0.69 / day for this device.

[Civilchick]

So...I've been using mine without one of those metal pieces for about a month and...it seems to be doing ok?

[LizzyFitbit]

Hi there, @honkerdown and @Civilchick.

I'm sorry you've had this experience with your Sense 2, and thanks for your continued reports. I went ahead to check your details and it seems you have opened a case with our Support team. My best recommendation is to keep the communication with our team, they have access to your information and will be able to continue helping you with any other questions.

[CaliMegan]

Oh wow, thank you for the information! I was thinking about trying to Super
Glue it.

[CaliMegan]

As I said before, they were absolutely no help. Just stated that I was out
of warranty and that they'd never really had this problem happen all that
much. As I stated before upon entering the Fitbit Community I found out how
untrue that is.

[pacodotorg]

Has anyone answered the question "How do you fix it?" My wife and I got ours almost two years ago and while some folks have said that theirs continue to work without problems, is there another solution besides not supergluing it? How did they attach the piece there in the first place? Heat?

[8YL57P]

May I suggest that you keep in touch with the support team.

From my experience they are very helpful. 

I hope you reach a successful outcome.

Recovery Runner 

[8YL57P]

May I suggest contacting the Support Team. They are very helpful. (My experience) 

I wish you success.

[honkerdown]

@pacodotorg I am going to try some silicone caulk as an adhesive, it appears that something similar may have been used during manufacturing, although we see how that went.

My fear with super glue is that it can be quite aggressive with some plastics.

edit: I doubt customer service is going to be any help in specifying what can or should be used.

[Chellsbells]

This has just happened to mine this morning. How do I get it sorted?

 

[honkerdown]

@Chellsbells if it is less than a year old, contact customer support and they should warranty it. If it is more than that, they won't. 

Some have had luck with using it without the part, others have super glued it on. 

I am fighting with customer service on mine. If they don't cover mine, I am going to glue it, and run it until it dies, and Fitbit will lose a new customer for life.

[Chellsbells]

Thanks everyone. It was indeed still covered by the warranty so they are going to replace it. No drama. I'm very happy. 

It was a fairly quick process too. Even if you're not sure if still covered just go for it. 

[Grlee]

Talk to support. If you bought it from fit bit they may be able to help
you. Many have carefully glued it back on. However fit bit says not to b/c
it could interfer with the sensors.

[honkerdown]

@Grlee I just glued mine on. I don't really care what Fitbit says anymore

 

 

 

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thank you for your continued reports and the pictures you've provided. I understand how you're feeling about this experience with your Sense 2 and apologize for the inconvenience. Fitbit strives to improve our devices based on feedback from our members, and your input is valuable.

For those of you who have a case created, my best advice is to get back to our Support team if you have questions about your case. I'm sure our team will help.

@pacodotorg I've requested a case on your behalf so our team can look into this. You'll receive an email with more information, so please keep an eye on your inbox.

[kbdoran]

This just happened to me, too,  but when I took the watch off, one of the pieces was just missing. I do not use it in water and use alcohol wipes to clean it.  How do I move forward?  I can send pictures. It still works, but I'm worried about it. 

[honkerdown]

@kbdoran  Contact customer support.  If it is within a year they will warranty it.  Otherwise, tough luck, you too ended up on the short end of the stick.