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

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for sharing these details and your feedback. I see where you're coming from and apologize for this inconvenience. We strive to improve our products and the comments we receive from our members helps us to make that happen. If you have any other questions related to the cases opened with our Support team, my best advice is to get back to them in order to receive more information.

@Butterfly2honey I understand how important the Sense 2 is for you, and appreciate the detailed information. I'd like to let you know that some features may not work correctly. However, I've contacted our team so they can create a case on your behalf so they can provide you with assistance. Please keep an open communication with them.

[Jsdebacco]

Please help me with this issue! Mine has also fallen off! 

I've had an issue of some sort with every Fitbit I have purchased. I don't wear it in water and I don't even wear it to bed anymore.

Please help!

[Babci6]

Is it under a year old? If it is, go to the chat and ask the bot questions until it connects you with a real person.  They will give you a case number. Take a photo of the back with the case number and upload it. You should get a new one within a couple of weeks.  I know what you mean.  In fact I bought something I never thought I would in a smartwatch. I’ll never buy another Fitbit. 

[nonstopfunhaver]

Agree, and well said. My experience with Fitbit is that it's a great product for the fifteen-ninteen months that it works and then you have to upgrade. I'm planning to move to a different type of fitness device rather than continue spending $250 every 1.5 months.

[nonstopfunhaver]

Agree. My experience with Fitbit is that it's a great product for the fifteen-ninteen months that it works and then you have to upgrade. I'm planning to move to a different type of fitness device rather than continue spending $250 every 1.5 months.

[Kirajenni]

I’m having the same issue, I purchased my sense 2 via Amazon July of last year and one of the metal plates off the back has fell off. Can it be repaired/replaced? how do I get in contact?

[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