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

[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

[JGenn]

That’s good to hear. Hopefully lasts a bit longer. My first Fitbit lasted years. This one not so much 😕

[Viamond-zap7]

 My Sense 2 also has this issue. Silver pieces came off one and another. I was afraid to glue by myself to ruin it's function and could cause my skin irritation.

Of cause this happens after warranty expired.

What should I do???

[honkerdown]

@Viamond-zap7 

•  Clean both the metal and plastic with some rubbing alcohol and allow to dry.
• Put a small dab of super glue under each end of the place where the metal goes, staying away from the metal pin that sticks out. I used a toothpick.
• Carefully put the metal piece on, taking care to not touch the glue with your fingers.

I have not had any irritation.

 

 

[Viamond-zap7]

Thank you xmnuz for tips and pictures! I'll try that.

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[catherineroxit]

Hi! I’ve had the very same problem. This is the third time I’ve had to contact customer support for three different watches. There is ZERO customer support for this on going defect. I’m outside my warrantee period so was not offered anything except a very small discount on a new Sense2. Seriously? Fitbit needs to stand behind their faulty product and replace any watch that falls apart. I could have bought ONE Apple Watch for the price of the three Sense2 watches I’ve had. In fact, that’s my plan now. If they can’t fix the problem, then do like me and buy from a better brand. 

[catherineroxit]

YES!!!!!!!!

[xBryze]

👏👏👏

This. All of this.

Also don't be surprised if your message is removed for "violating the rules of conduct" like one of my posts of a similar nature was. It appears Fitbit doesn't much like being called out for its known defects or asked to be responsible for remedying them.

[Blakeps]

I am curious. Some of us seem to have had a "send a quick screenshot and get a replacement without questions asked" experience (me).
Others had a lot more trouble.

Of those of you who got instant replacement without question, how many of you have a premium fitbit subscription?

I do.

How many who had a difficult experience did NOT have an active fitbit subscription?

[SPMonroe]

I have an active subscription - it took me over a month to get a replacement. The problem was that I had a replacement product. I was still under the 1-year warranty period of my original purchase, but (based on my experience) it seems support will automatically deny coverage for any replacement product as not covered by the terms of the FitBit warranty policy. I ended up forcing their hand by quoting the policy on replacement products and asking them to confirm (in a chat) that FitBit was denying coverage in violation of their published policy. That finally did the trick, and I did the quick pic and the new unit was on the way.