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

[Loopyloo2]

Mine was from currys. 

[Tairoru]

One of the metal strips fell off the back of my Sense 2. I purchased this from Amazon last January, so it's well within the warranty period. However, Fitbit/Google are telling me the warranty won't covered it because it was not purchased from an authorized retailer... but again, I ordered it off Amazon, which is authorized. It feels like Fitbit/Google are just denying my refund to save money. Can anyone help?

[AllenR2]

Do you have any recourse with Amazon ?  I’m so sorry to hear this .   I would think it wouldn’t matter if you bought it new and activated it .   

[Garbutt]

I bought mine from Currys

[CPT-Gal]

One of the metal sensors on the back of my Fitbit 2 fell off today. I’m based in Cape Town so am at a bit of a loss on who or where to take it for repair as Fitbit pulled out of South Africa … or can I just glue it back on? I don’t want to damage my Fitbit.

[Niecy17]

They should honor it because it is still under warranty, no matter who owns
it. If an authorized reseller is not listed under warranty conditions, make
a point to mention that loudly and request for paid postage to send it back
for a refund or exchange.

[Boston2capecod]

You would think....or just let me buy the part, since they aren't
supporting my watch anyway. I was only 2 weeks outside of their warranty
window. Just b.loney. If I could source the right peice I could fix it
myself.

[AllenR2]

Joes GE in  Washington State is a repair spot.   I ordered some parts from them.   

[dbradbury9]

One of the metal pieces on my Sense 2 just fell off as well. How do I submit a ticket?

[Hlprosper2003]

I too am having this issue and it’s causing the skin under where the watch to rub raw and become itchy. Does Fitbit fix this if I am not sure about my warranty?

[MHGuapo]

my plate fell off on my first fitbit and they replaced it with a used watch even though it was still under warranty. now the used replacement watch has had one of the plates fall off. i tried to file a complaint, and the person said that my first claim (first watch) as closed. end of story. i tried to contact fitbit again as this is about the 2nd watch NOT THE FIRST ONE and was told to go to the community. i want my watch replaced properly as it should have been done under the first watch. by reading all of the other comments, it seems that the back plates fall off a lot. so there is a design flaw that they have yet to fix. 

FIRST WATCH 

(Moderator edit - Personal Information removed) 

SECOND, USED WATCH

so it would be lovely if fitbit replied to me. 2 watches, both fell apart, the first watch was under warranty and replaced with a used watch - which also fell apart.

[MHGuapo]

was it new or a used watch?

[MHGuapo]

by the way, it DOES fall off by itself, i don't ever wear it near water and it never gets wet

[MarialeZP]

I return from walking my dogs and the metal pieces just fell off, I could only gather one of them

[jsh9091]

I just experienced this issue myself. The top plate fell off after about 20 months. I tried contacting Fitbit, but all they said about it was offering a coupon code for 35% off a smartwatch purchase on the Google Store. I'm not particularly impressed with that outcome. I previously used a Versa 1 watch for something like 4 or 5 years with no troubles at all, the problems with the Sense 2 seem incredibly disappointing. 

[AllenR2]

So sorry to hear this - I enjoyed my original Sense till it quit after several years in May and I’ve posted quite a bit here  .   I did end up with a 75% new sense 2 from Fitbit support in July .    We had a trip to Europe planned when the sense quit so I bought a used sense 2 in May and those contacts both fell off in Europe .    So far so good with the 75% one from Fitbit .    I bought a new sense 2 back from Joe’s -an after market repair place in Washington state .  My son in law is an engineer who used to work for Fitbit in San Francisco on earlier models and works elsewhere now.  Last week on my visit we managed to glue contacts from the new aftermarket back onto the used sense 2 and it looks like new so I have a spare .   It took a lot of heat to remove the 2 contacts so I just don’t understand how this happens as these parts are glued very evenly in factory .    We did this as a labor of love - really not practical unless you have the knowledge and not a big money saver.    But it is doable - no warranty of course on a used Fitbit sense 2 or a new one not bought from an authorized dealer .   

[Niecy17]

They have no plans to fix the Metal trim falling off issue. Sad. Step up
the tech game!

[SageAurora]

Mine just did this as well... I'm trying to contact support but the website keeps pushing me back to this thread in one big circle when I click the Support Team link in your post.

[MarioSFitbit]

Hi @SageAurora ! Welcome to the Fitbit Community ! 
I appreciate your message, and I'm sorry to hear the metal trim on the back on your Sense 2 fell off. 
Regarding the Support Team link, when following it, verify that in step two you must click next step and then choose the contact option, which is available in Step 3.

[jsh9091]

I tried super gluing it back on, so far so good, no new problems so far.