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

[CrimsonRain85]

I'm glad they responded to someone immediately. They took about ten minutes to connect me with a rep. But nonetheless, I got it sorted! 

[BrySmith]

One of the metal plates on the wrist side of the watch has come off. Is there a warranty for this?

[Odyssey13]

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or X/Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[vivi_9000]

I had the same issue this week and reached out to customer support. Got the response that I have no way to get it repaired or to get a replacement. This is very disappointing after liking the device a lot and inability to repair. 

 

[YayaKats]

My husband put 2small dots of superglue on it where there are no sensors.  It works just fine.  I am still able to use the sensors as designed.

[Jennyswick]

This just happened to me today. I have only had it for 6 months. 

[1GinnyME1]

It's still under warranty. Just contact Fitbit for a replacement. Also, i don't know why it falls off. I never wear mine in the shower so maybe it's the hot water loosening the wire backings so they come off? 

[Jennyswick]

I never wear mine in the shower either.

[BrandiL77]

I never wore mine in the shower or swimming either. 

[Tapa]

I had a roll of “Glue Dots” that I had purchased for crafts at Hobby Lobby. They are little adhesive dots. I put one on each end of my metal strip and stuck it back on my watch. It’s working perfectly now while I am contemplating what to do for a replacement. I hate to take advantage of my 35% discount and the sale only for the new one to lost its strips after a few months. I think they should do a recall and offer free replacements since it’s obvious the product is faulty.

[holymackerel2]

As has happened with others, @LizzyFitbit, the metal trim has come off my Fitbit. I think I am within one year since purchase but I know I bought the 2-year warranty last July. is there any way you could help me out, please? Thank-you

[Sak2243]

@Lizzyfitbir

[Sak2243]

@LizzyFitbit i had the same issue but i am outside one year. This is a manufacturing defect. What are my options? Please reply ASAP

[Jennyswick]

I started a chat in the app and they sent a refurbished replacement for
free the next day.

[Sak2243]

I am not under warranty so they said they can't help.me...

[Lisaalison]

I just realized that the metal pieces on the back fell off of mine too. This is very distressing. I've been a religious Fitbit user for ages, and I'm so disappointed with the poor quality/durability. 

[Lisaalison]

That just happened to me. Not sure when the other one fell off. Super disappointing. 

[Kdub67]

I'm adding myself to this thread as this just happened to mine this morning. I called support and am awaiting an email (that may or may not come, apparently, haha). If this many people are having the same issue, you'd hope Fitbit would improve the device. I've had data stored in Fitbit since 2013, so I don't really want to move to a new platform.

[Tapa]

Same here
Sent from my iPhone

[Tapa]

My feelings exactly! I went from the Fitbit zip to the HR to the next I believe charge 5 and then upgraded to the sense 2. ( I still have the zip and I passed the charge onto my sister- and both are still working!) I just wanted more than those 2 offered.
The last I looked there were over 1500 comments about the metal strips falling off. I think that should warrant a recall of some sort towards a faulty product!
I read many reviews about trackers and Fitbit still seemed to rate the best overall fitness tracker.
I don’t need an Apple Watch! So, I decided to bite the bullet one more time and take advantage of their 35% discount on a new one. I opted for the Versa 4 since I doubt they have fixed the metal strip problem on the Sense 2.
Sadly, they don’t allow the 35% discount on top of their current sale price. 😩
They’re back ordered, but I still have the use of my sense 2 for now thanks to Glue Dots holding the strip on!