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

[honkerdown]

@lildata I hope the Pixel Watch 2 works for you.  What swayed me to the Sense 2 was battery life, now it seems that is the only thing it has going for it.

[SPMonroe]

It's been 4 days since I contacted support asking why they denied my warranty claim on my 9 month old Sense 2 with missing sensor plates. I've heard nothing back since the initial  "doesn’t meet the replacement requirements of our warranty policy" with no explanation. Despite the excellent battery life, I'll not be replacing this with another fitbit product.

[Blakeps]

They definitely CAN fall off, and do. Mine fell off while I was sleeping. I took the band off in the morning to shower and the sensor fell off on the floor. They are replacing under warranty (it's only 6 months old) but I am betting it does it again shortly after the warranty runs out because looking at the part in question I cannot imagine how it would NOT fall off through exposure to sweat eventually . This will be my 3rd fitbit that has suffered a quality/failure issue. The other 2 were past warranty. The 4th will be the replacement one they are sending. I don't think there will be a 5th. Samsung Galaxy is looking better all the time. It's not what I want. The fitbit has the features and battery life. But I need something that can last more than 2 years.  

[ZBonnie]

This just happened to my 6 month old sense 2. I did purchase the replacement plan when I bought it so I went into chat, sent a pic with a code they provided and was told a replacement is being sent.My question is, if these fail within a year why would they not fix the issue? I specifically asked is the replacement they are sending was going to be covered for this same issue and they said "yes, it is covered under the warranty for a year" It was purchased to track my heart rate though and I wAS warned by support that it will not be accurate while the sensor is gone until the replacement arrives... I have a doctor appointment day after tomorrow- I doubt they will recommend fitbit as a tracking device after this... Fitbit should just fix it so it isn't an issue but instead I am sure my doctor will tell me to go apple watch which was his other suggestion

[SPMonroe]

My experience is they will only honor the original 1yr from original purchase date. I'm on my 4th Sense watch. It will be my last.

Sent from my Verizon, Samsung Galaxy smartphone
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[MrRoundtree]

I have the same issue.  That is why I jumped on here.  I am not sure when it where the first one fell off and the second one fell off last night while I was stretching it landed on my lap and I want sure what it was until a few minutes later. I see about 200+ comments so I'm guessing this is not good.

[Blakeps]

Some added info about what functions don't work when this happens. 

In my case, I lost 1 of the 2 sensor plates. I have continued to wear the fitbit as there is no danger to wearing it while waiting on my warranty replacement.

While the normal heart and step monitor and sleep features seem to still be working, I do see that the Heart Rate Variability monitor is WILDLY inaccurate (i went from being an old fat guy to being an olympic athlete overnight.). Resting heart rate seems a little flaky as well as I don't think I suddenly decreased 5 points coincidentally on the night after the sensor fell off. I also think any stress/meditation features are pretty much toast. 

I am not sure what else might get weird over time, but it's still usable for going to the gym/counting calories/steps etc.

Hoping my replacement will be here today and that this doesn't happen to it in 6 months. 

Lots of other options out there, but the fitbit sense 2 is the exact niche I need. Very long battery life, light weight, fitness focused without much in the way of smart watch features. 

[MrRoundtree]

That makes a lot of sense now(no pun intended) my plates came off and the ECG app is not working, or it could just be a coincidence.

[LizzyFitbit]

Hi everyone, and to our new members, welcome to the forums.

Thank you for your consistent reports and the time you've spent with our Support team. I understand this inconvenience is frustrating, and I apologize. We are constantly working to improve our devices, and we take your feedback very seriously. I appreciate your comments and your efforts in this situation.

Since you have already contacted our team, I suggest keeping the communication with them if you need more information about your case. Please keep in mind that each case will be handled according to our Warranty Policy.

[SPMonroe]

I tried to reason with the support team, but they are holding the line that my product does not meet warranty requirements. The issue appears to be that this is actually my 2nd Sense 2 to have the plates fall off. My first was only 3 months old. That actually means my current watch is only six months old. Support is telling me they won't honor the warranty because this is a replacement, even though I'm within the original 1-year warranty window.

[Butterfly2honey]

I’ve had my Fitbit Sense 2 for 19 months and one of the metals sensor strips has fallen off.

I have no idea when this happened as I only found out when I took it off to charge it.

Can anyone tell me if my Fitbit will still work fully, as I pay to be a premium member as I use most of the stat for my health. As I need to monitor my sleep, breathing rate, skin temperature, oxygen saturation. The consultants that I’m under find this useful in helping me with my conditions.

Thanks for any help in advance.

[VickyLWestern]

Totally agree. So in my case it was still under warranty and they
immediately replaced it. But what am I left with when it falls off the
replacement?? As you said, they will loose lots of customers because of
this issue.

[SPMonroe]

As far as I know now, FitBit is refusing to honor their warranty policy on replacement watches. The policy states "...Any replacement Product will be warranted for the remainder of the original Warranty Period..." After chatting with support (2nd time) they refused to honor the warranty saying it was good for the original device only. My original Sense 2 purchase was 9 months ago. It lasted 3 months before being replaced.

I would like to hear from the moderator on any additional information as to why Fitbit will not honor their warranty and why support will not answer email questions.

[Guy_]

Hi @SPMonroe - normal warranty is for any defects for the period of the warranty to be rectified free of charge to the user.

If the device has to be replaced multiple times due to defects that is not the responsibility of the user, unless it was the user's fault, which does not apply here, as it is a manufacturing issue.

I will raise this issue up to a moderator.

[LizzyFitbit]

Hi there, @SPMonroe and @VickyLWestern. @Guy_ Thanks for the heads up!

Thanks for taking the time to share your feedback. I understand how frustrating this has been for you, and truly appreciate your efforts in reporting this to us. Fitbit constantly works on our devices, and we value the comments shared by our members as it helps us to evaluate and improve them.

@SPMonroe In regards to your case, please know that the options provided by our team will be based on our Warranty Policy. Nevertheless, I've requested a new case on your behalf so our Support team can look into this and provide you with more information. Please keep an eye on your inbox.

[SPMonroe]

@LizzyFitbit thank you for the response. I'm happy to announce that Fitbit is replacing my watch under the terms of the published Warranty policy. The confusion seems to be a misunderstanding that replacement products do not come with a warranty. The truth (from the Fitbit warranty) states "Any replacement Product will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer.”

My original warranty period is still in effect, but it took almost a month and several iterations of chat to resolve. 

Lesson learned - be persistent and have the facts. 

[brogers347]

Mine also fell off after 14 months. Out of warranty. Super glued them on the tips with a little dab of glue  and it works it!

[Grlee]

I would tell you to contact support if you bought it from Fitbit, otherwise
there is nothing they can help you with. It obviously is a design or
manufacturing flaw but they will only help if you bought it from them. Some
have glued them ( very carefully ) back on and that seems to work but you
have to be careful b//c it could effect the sensors. I really loved my
watch but have been disappointed by the companies response. When I buy a
new watch it most likely will not be a Fitbit. Not b/c I don’t like it but
b/c of the response to a problem that effects many.

[VickyLWestern]

I agree with you. I will be following for their reply

[SPMonroe]

Hi everyone. So finally, some good news. If you didn't see my earlier message, Bottom line: Fitbit has agreed to honor their warranty policy on replacement products. It only took a month of multiple chats (and ghosting my emails) before I finally got through to them that they were in violation of their published policy. If you are in this situation with a replacement product, but are still within the ORIGINAL product policy period, Fitbit policy states “Any replacement Product will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer.” Don't let them tell you otherwise. Be persistent. 

In closing, I will say this will be my last Fitbit product. Love the watch and especially the battery life, but this will be my 6th watch in three years. Too many flaws in the design to keep throwing money and time at it.