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

[StephFH]

Your heart rate monitor will no longer work. 

[wkslin]

I don't understand why Fitbit doesn't offer any repair services for my Fitbit Sense 2. Just two metal trims fell off, and it's incredibly frustrating, especially since others have reported similar issues. I recently reviewed the warranty policy, which states that the warranty period for the European Economic Area is two years. I’ve been a loyal Fitbit customer since my first tracker, the Fitbit Flex, over 10 years ago. Given my long-standing loyalty, I don't see why they can't make a special arrangement to extend the warranty just to repair the two metal trims on my Fitbit Sense 2.

[EmSee84]

well they told me my device didn't meet the requirements for replacement. probably had it for little under two years... obviously your watches are **ahem**ty quality but to see that everybody is having the same issue and not addressing it... sucks

[wkslin]

As many people reported the similar issues. It appears to be a design defect.

[EmSee84]

they not gon repair my device, they gon offer a discount meaning I still will have to spend money... it's the fitbit scam

[StaceyPinto]

mine is still.under the so called warranty but said I didn't purchase by an authorized dealer and to contact the dealer and dealer gives fitbit website for warranty.  they are selling a clearly defective product shouldn't matter where it was purchased still using fitbit software and a fitbit product

[Babci6]

Where did you purchase it from?

[EmSee84]

Delta Perks I bought it in a bundle with the Aria scale

[Tay98]

This happened to me today too! Does anyone know how to fix because I'm just out of warranty and don't want to have to buy a new one!

[Tapa]

One just fell off the back of mine this morning!  I saw on this board about others getting a replacement and contacted Fitbit. My Sense2 is 1 1/2 years old so it is outside of warranty and they won’t replace it. They will give me a 35% discount on a new Fitbit - certain models only. I’ll have to think on that one. I have not been pleased with he Fitbit app since Google bought Fitbit out. Less information provided for free and crummy graphs!

[Grlee]

I agree.

[leanned19]

How did you get hold of anyone? I’ve tried calling but no answer!

[Babci6]

I went through the Fitbit chat.  I never called them. 

[Tapa]

Went through Chat and got immediate response followed by two emails.

[CrimsonRain85]

How long did it take for the chat people to answer? I am having this same issue right now with my Fitbit with the metal trim that has come off and I have opened a chat and have been waiting over 10 minutes now and I have had no response.

[BrandiL77]

I had mine for one year and 33 days when the metal fell off. I called them, at first they said there was nothing to be done since it was out of warranty, then after posting on here they reached out with a 35% discount code, which I turned down. I filed a complaint requesting repair with the BBB on 5/23 and received and email today offering a one time replacement. We'll see if it ever actually arrives. I will update if/when it does. 

[carriergirl76]

Hi, I have the same issue.  How do I connect with someone from support to help me replace the watch?

[Tapa]

Open a chat in support. If it’s been less than a year they will probably replace it. Over 365 days they will probably offer you a discount on a new one.

[CrimsonRain85]

I went to the support page and clicked on the 24-hour chat, while it took about ten to fifteen minutes for them to connect, and they connected, and I now have the replacement watch that will be on the way to me. So just give chat a few minutes for them to reply and they will.

[Tapa]

The service rep in chat responded immediately.