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

[andrewerdely]

How do I contact the support team?

Best regards,

Andrew Erdely

[aldunphy76]

This just happened to me!  I didn't even realize they were the sensors.  One fell off a couple of weeks ago and the other one went yesterday.  I never wear it in the shower or any other water sources and I am very careful when I do have it on.  I tried to look up the warranty by the serial number but it said I had to refer to the Warranty Hardware Center.  

[MarioSFitbit]

Hi @aldunphy76 Welcome to the Community ! 
@andrewerdely and @Garbutt Welcome back ! 

Thank you for letting me know about this situation regarding the metal trim on the back of Sense 2.
I'd recommend getting in touch with our Support team as they're able to evaluate your case and see what options are available for you. 

Our team is available via chat and phone, just click here to start the interaction with them.

By the way, please take in mind that any modification or alteration on a Fitbit product could void the warranty.

Best wishes

[PJ14]

I am on my 3rd Fitbit Sense as the previous two have been replaced due to the sensor falling off & guess what?   Sensor fell of this one last night!!!!   I am not impressed with Fitbit at all!

[Garbutt]

Mine has just come bk this morning let's see how long it lasts

[Boston2capecod]

Mine feel off, also.   Months ago,  I noticed it was gone one day, so for how long it was missing before that,  I have no idea. Seems like an ongoing issue with this watch. 

[PJ14]

Seems to happen far too often, I am on my 3rd Sense 2 & every one of them the metal sensor has fell off!
You would think Fitbit would do something about it

[honkerdown]

---

@MoonKing wrote:
At this point, Fitbit can't be considered at fault anymore, since they've
been bought by Google...

---

I don't believe this is true.  The Sense 2 was one of the first to come out under Google's ownership.

[Ekp1234]

Can you please help me? I tried to go to the support, but it led me somewhere that I didn’t understand. I had the same issue with the metal piece falling off the back.

[AllenR2]

Mario- there are several recent posts after yours with people having multiple problems with repeated sensors falling off - and problems reaching support .  Can you address ?

[Barbzie]

It was hard. But I think it’s worse now. They have had thousands of
complaints. Also Google took Fitbit over. The rep I spoke with didn’t care.
He told me good luck I’m with Google and we are taking over Fitbit.
When mine totally stops working I’m getting another brand. Good luck

[Niecy17]

I used T-7000 adhesive glue to fix mine. It's made to fix electronic
devices. If you use an adhesive, make sure not to get it onto the metal
charging contacts. The unit won't charge properly if the glue covers the
metal contacts.

[AllenR2]

Some of the moderators have  let us know if we do any modifications, we are out of any warranty .  I have one sense 2 device out of warranty (I bought used when my original Sense failed out of warranty  ).  It eventually had the contacts falling off issue   I also have a Sense 2 bought at 35% off directly from Fitbit but that took over 4 weeks to get which I use .   I am getting a part from another back from an aftermarket company in Washington state and having my son in law who is an electrical engineer on similar devices put in on for me on the used Sense 2.  I can’t mention the company I’m sourcing the part from, but it’ is searchable .

Moderator edit - word choice

[MarioSFitbit]

Hi everyone ! 
Thank you for your messages. I'm sorry to hear you are experiencing those troubles regarding the metal trim on the back of Sense 2 fell off. 
For those who haven't done so yet, I suggest you contact support, since they have more tools to search for your options. Contact Us.

[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.