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

[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.  

[Babci6]

Mine was less than a year old, so they replaced it.  Fitbit should be replacing every single one, even those out of warranty.  That would be good customer service.  Instead they are losing customers.  I will never buy another Fitbit again.  

[honkerdown]

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@Babci6 wrote:

Mine was less than a year old, so they replaced it.  Fitbit should be replacing every single one, even those out of warranty.  That would be good customer service.  Instead they are losing customers.  I will never buy another Fitbit again.  

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Amen!

[Grlee]

Sadly, they are not standing behind their product . I do realize I bought
mine from a different place. It is still their product. I wish they would
admitt this is a manufacturing problem and just list a way to fix it.
Instead it is going to cost them customers and it appears that is not a
priority. I really liked my watch but now I doubt I will buy another.

[Grlee]

I would but it does not have oxymetry

[Babci6]

So did I. 

[Babci6]

I am answering Grlee.  Do you mean blood oxygen like the Sense 2 has?

[JGenn]

Same. Mine is 14 months and fell off. I glued it back on before I came to this page 😔 hopefully it still works 

[SmurfetteBlu]

If you are still within the year go back to Amazon, unfortunately the contract of sale is with them and not Fitbit. Amazon should help you, they are quite good with their customer service in my experience. 
That said, they could point you to Fitbit directly, see what they say. Good luck either way. I’ve now moved away from Fitbit after every watch I’ve had has had issues 

[camoscato]

Mine fell off as well yesterday.

I can not get the watch to recharge the battery any longer 😒 

[Babci6]

Actually that’s not true.  Amazon is an authorized retailer of Fitbit products. Check the link. 

https://www.fitbit.com/global/us/partners/retailers

[honkerdown]

@JGenn, I did the same when mine fell off at 14 months. Design flaws aside, the sensors do seem to still be working correctly

[JGenn]

That’s good to hear. Hopefully lasts a bit longer. My first Fitbit lasted years. This one not so much 😕

[Viamond-zap7]

 My Sense 2 also has this issue. Silver pieces came off one and another. I was afraid to glue by myself to ruin it's function and could cause my skin irritation.

Of cause this happens after warranty expired.

What should I do???

[honkerdown]

@Viamond-zap7 

•  Clean both the metal and plastic with some rubbing alcohol and allow to dry.
• Put a small dab of super glue under each end of the place where the metal goes, staying away from the metal pin that sticks out. I used a toothpick.
• Carefully put the metal piece on, taking care to not touch the glue with your fingers.

I have not had any irritation.

 

 

[Viamond-zap7]

Thank you xmnuz for tips and pictures! I'll try that.

Get Outlook for Android<>

[catherineroxit]

Hi! I’ve had the very same problem. This is the third time I’ve had to contact customer support for three different watches. There is ZERO customer support for this on going defect. I’m outside my warrantee period so was not offered anything except a very small discount on a new Sense2. Seriously? Fitbit needs to stand behind their faulty product and replace any watch that falls apart. I could have bought ONE Apple Watch for the price of the three Sense2 watches I’ve had. In fact, that’s my plan now. If they can’t fix the problem, then do like me and buy from a better brand. 

[SunsetRunner]

Thanks for your reply, I share your view. I'm content to wait for a bit to see if the company decides to do the right thing -- and I'm not gonna try to glue anything or fix it myself since I'm pretty sure that would constitute a reason to deny my any fix, replacement or compensation, but yes I'm over it.

Just some backstory for any Fitbit company observers and any others: I was an early Fitbit adopter buying the first iteration of the device -- which as everyone knows, was a worthy first attempt but hardly the best work. And although I did try another model of watch, once newer, more accurate and better models came out I purchased the Ionic, which then ended up becoming a danger with battery issues, overheating, fires, etc. The Company persuaded me to remain by offering discounted prices on the Sense2 and so once again I trusted that Fitbit (especially after being acquired by an entity with more money than god) would have learned from its history and made SURE their product was solid. So at this point, I'm not willing to pay AGAIN for yet another design iteration barely a year later. The Company should apologize and replace my device and show me and the many other customers the respect we have earned by trying to be loyal and by granting Fitbit good faith with our money, over and over. Or when I'm tired of waiting I'll gladly purchase an Apple watch as well. Fitbit does not appear to care about communicating with customers about these issues it seems, either on forums like this, or via PR or website updates. But I suspect that Fitbit may have boxed itself in. If they replace these problem watches all they have to replace them with is the same ones -- and it appears these flaws are not one-offs but commonly experienced and it looks like in another year perhaps a majority of these watches will have come apart.  Fitbit, If you're smart you'll recognize that customer retention and customer endorsement is far more important and critical than a few bucks. Grow the F up and own your mistakes. It should REALLY REALLY REALLY worry you that customers like me are on sites like this one trying to get help.  Soon customers like me will be calling you out -- and NOT on your own support forum, but on social media and elsewhere once we have been sufficiently pissed off by your conduct.