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

[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.

[LizzyFitbit]

Hi there, @kbdoran. @honkerdown Thanks for your advice.

@kbdoran Thanks for letting me know about your Sense 2, and I'm sorry for the difficulties that you're having. To work on this together, I went ahead to contact our Support team but it seems you already have a case created with them. I'd recommend keeping an open communication with them in order to receive further assistance.

[BJ_]

I was the luck one this morning - same issue happened to mine and I am out of warranty.

[kbdoran]

I am out of warranty.  They offered me 35% off a new one at their currently reduced price (so about half off the regular price).  Clearly, they have a design defect here.

[honkerdown]

I am two months out of warranty and didn't even get that offer.  I have not shopped the Fitbit line, but I don't really know that anything is what I want.  What I really prefer is that the Sense 2 actually be as good as I had hoped.

[MinVenture]

Hi!  My Sense 2 went out of warranty Sept 23.   This week one of the two metal sensors on the backside of the watch fell off.  

Has anyone had any luck with reattaching the sensors themselves or taking the watch to a tech repair to reattach?  

[SPMonroe]

This happened to me this week as well. The watch is 9 months old, but warranty repair was declined. No reason given, just does not meet the replacement requirements of the warranty policy. The watch itself is still working, even picks up heart and O2. It has never been worn in the water. Based on the feedback on this thread, and despite FitBit's position that they "can't" fall off, I would say this is a common issue. 

[kbdoran]

I agree.

[Babci6]

You need to get after them.  You should receive a replacement Sense2.  There is no repair option.  Mine was approximately 9 months old when a metal band fell off. I went to the chat, sent a photo with a case number I was given, and received a replacement in a couple of weeks. 

[CaliMegan]

Unfortunately, mine is 14 months old so I am out of warranty and out of
luck. Customer service just said sorry, you are out of warranty and sent me
a coupon for 35 off a new one.

[Wednesdayschild]

One metal band fell off my sense in July 2023. My sense two has continued to function perfectly fine without it.

[Babci6]

I’m passing down my Sense 2 to my husband and I bought an Apple Watch.  When the sense2 dies, I’m done.  I’ve been a Fitbit user since 2013 and the way they are treating people stinks. 

[kbdoran]

Mine is 15 months old, so it clearly is out of warranty. But it is still a
defect that they need to work on.

[CaliMegan]

Same here! Isn't that the truth!!!!! Bought my first one in 2010. Sense2 as
recommended by cardiologists for my defective aorta. The ECG part that I
need the most no longer works. I am going to share my experience with them.
Looking at Samsung and Apple. Can't afford to spend $300 every year for a
device.

[xBryze]

I think my absolute favorite part is that there is no way to review the product on Fitbit's website. Laughable. Tell me they're aware that their product is defective but won't do anything about it more... 🤣 

I'm so sorry that you've had this experience just like the rest of us, but especially because the defect interferes with the function you need the watch for in the first place. 

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for keeping informed and sharing your feedback about this situation. I understand where you're coming from and I apologize for the experience that you've had with your Sense 2. We value every comment shared by our members as it helps us to evaluate, as well as improve our devices. Rest assured yours aren't the exception.

As you may know, every case is being handled individually and based on our Warranty Policy. However, if you have a question regarding your case, I'd suggest getting in touch with our Support team in order to receive more information.

[Jlkroll]

I have had this same issue. Today, I reached out to Fitbit Support to request a replacement metal piece be sent to me. This Fitbit is just over a year old, and the metal backing has come off twice. (The first time, I glued it back on. The second time, the piece was lost.) 

Fitbit replied by email. They said that this piece was outside of the scope of a warranty, and they wanted to offer me a 35% discount on the purchase of a new Fitbit.

I now have a broken watch that Support has advised I no longer use, and the manufacturer is declining to take responsibility for their faulty products. I will need to buy a new tracker, but I will absolutely NOT be spending money on another Fitbit product. 

[Jlkroll]

I did exactly this, and I received an email within an hour stating that “your device is outside the scope of Fitbit's warranty terms, we want to offer you a 35% discount on a new Fitbit device.”

Moderator Edit: Personal info removed

[lildata]

I went ahead and replaced mine with a Pixel Watch 2 since mine was out of warranty. But, when I filed a case, they did not offer me 35% off and just told me "tough luck". Wish I would've at least gotten the 35% off - would've made the purchase a little easier to swallow 😞