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

[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.

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for sharing these details and your feedback. I see where you're coming from and apologize for this inconvenience. We strive to improve our products and the comments we receive from our members helps us to make that happen. If you have any other questions related to the cases opened with our Support team, my best advice is to get back to them in order to receive more information.

@Butterfly2honey I understand how important the Sense 2 is for you, and appreciate the detailed information. I'd like to let you know that some features may not work correctly. However, I've contacted our team so they can create a case on your behalf so they can provide you with assistance. Please keep an open communication with them.

[Jsdebacco]

Please help me with this issue! Mine has also fallen off! 

I've had an issue of some sort with every Fitbit I have purchased. I don't wear it in water and I don't even wear it to bed anymore.

Please help!

[Babci6]

Is it under a year old? If it is, go to the chat and ask the bot questions until it connects you with a real person.  They will give you a case number. Take a photo of the back with the case number and upload it. You should get a new one within a couple of weeks.  I know what you mean.  In fact I bought something I never thought I would in a smartwatch. I’ll never buy another Fitbit. 

[Kirajenni]

I’m having the same issue, I purchased my sense 2 via Amazon July of last year and one of the metal plates off the back has fell off. Can it be repaired/replaced? how do I get in contact?

[Babci6]

What I di was I got on the Fitbit chat. I kept asking questions until the robot connected me to a live person.   He gave me a case number, I took a photo of the back of my Sense2 with the case number next to be it.  I uploaded the photo and within 2 weeks I received a new sense2. 

[Grlee]

I would tell you to contact Fitbit support. This obviously is a defect. If
you bought it from Fitbit they may be able to help you. If you bought it
somewhere else they say the can’t as they take their derive policy
seriously. They will not stand behind their watch otherwise, sad as it is.

[SunsetRunner]

Seems like it. Mine just fell off too. That's just a hair over one year ago that we got these -- enticed from the effort to swap out the Ionic. Support says there's no more warranty -- wow what a disappointment. So these watches aren't going to be accurate now, nor are they able to deal with moisture now that the metal trim is off, and they aren't comfortable with the cavities in back exposed.  Seems like Ima better off going back to the Ionic.