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

[Itsakathy]

Chat with Fitbit. Mine was out of warranty and was replaced without cost. Worth a try. 

[AussieAussie]

You've had more success with Fitbit than most with this metal strip issue and they were actually responsive to you in this instance which is surprising considering all the other not so good outcomes & complaints I've seen posted.  Could it be that FitBit are finally listening and acting to improve customer relations by addressing this issue?!  Nice to dream about but I'm not holding my breath.  

[Jo_M_B]

I reached out to them just to see. They gave me a 35% off code. Even tho it’s a known problem they have. The said it only happens to the sense 2 and recommended trying a different device like the charge or versa but I’ve had 2 charge 5s die on my in the past so I don’t know about that…. 

[MartaB1]

Easier said than done. Help centre sends very generic responses and does nothing to help.

[Itsakathy]

try chat where you chat with a person. 

[AussieAussie]

Only if the chats are transparent & viewable by all forum users. I do
want the whole world to know about this issue, after all.

[SharMare]

Hi, this just happened to me. How did you get it fixed? Thanks for the info

[Grlee]

Glued mine back with gorilla glue and had no problems after that. Just make
sure the glue is applied very carefully. That kept my watch working until
the battery started to not charge. So after looking for a different watch,
that had all of the options the Fitbit sense 2 has I ended up buying a new
sense 2. If Apple ever get oxymetry again I will probably buy that.

[Itsakathy]

I used the chat feature for customer service.  

[Athletewannabe]

What is the place please

[AussieAussie]

Good luck sticking them back on. It's tricky & requires a steady hand with
the right glue. I saw a couple of posts with advice on that. I tried
superglue & the bar came off again a month later so I can't recommend
that.👍

[mikeymoo21]

found same issue with mine last week, not sure where or when the piece has fallen out. 

[atargroup]

what is that sensor used for ?

[Garbutt]

Hi

Mine was under warranty so I sent it off and got a new one

[AshleeH25]

This has happened to me as well. I tried to submit info to the support team but it will not allow me. @LizzyFitbit could you possible assist with this?

[AussieAussie]

If the warranty has not expired, I have seen recent posts on this forum
reporting success with replacements from customer support so it seems worth
persisting. Fitbit seem to be finally taking notice of this issue. Good
luck.

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Congratulations on your success.  It is encouraging to see more positive posts coming through where Fitbit are actually listening to customers & acting to address this issue.

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The metal strips are electrodes for the sensors that track heart rate. My
Versa 2 still reads heart rate without the metal strips but may or may not
be as accurate as before.

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Moderator edit - merged messages

[bethp92]

This has happened to mine too, one of the metal trims has fallen off! I’m assuming Fitbit will only assist if it was purchased less than a year ago? I purchased mine 18 months ago but for the price you pay it’s extremely disappointing that this has happened 😞

[AussieAussie]

It's a 2yr warranty so you should get some satisfaction from Fitbit. Worth
a try - people are getting somewhere it seems.

[Um0yeah]

My Sense 2 is less than a year old and I was getting changed when this metal thing dropped to the ground. I’m so disappointed and, despite being during opening hours, I cannot get in touch with Fitbit Support 😭😭

I tried using the “Call me” option and it just said it couldn’t connect me at this time and I should try again if I still needed help. 

I’m so devastated rn 

Can I still wear it in the meantime? Is it dangerous? 

  

[bpuls6088]

Clearly a manufacturing defect, given how many of us are seeing this.  Mine just fell off at exactly a year.  No warranty b/c they don't like the Amazon store I purchased from.  so sad the way Fitbit has degraded.  I've been a customer nearly 15 years and they don't seem to care at all.   I guess it's finally time to look into a device that lasts more than 18 months.  Really loved my Fitbit and the data, but this lack of providing a quality device or good warranty has me near my end.