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

[Francesj]

Hi I tried your “support team” and got directed to a scam website called “just answer”. They fleeced me of $68 and were going to take this monthly unless I cancelled the account!  They did not help me at all and then I saw after doing research they were a scam website.  I need phone number or legitimate email address in order to either get this watch fixed or replaced due to the metal bits falling off the back of the watch

[Babci6]

I have no idea what you’re talking about.  Did you sign into your account in google?   Did you go to the chat in Fitbit?   I don’t know anything about a scam website just answer.  I got my sense2 replaced by going on the chat, asking questions until I was connected to a real person.   He gave me a case number, I took a photo of my sense2 and the case number, uploaded it, and received a replacement in about a week.  You must not have been on the Fitbit chat.  Look down at the bottom of the page.  See where it says contact us. Click on that and it will go to customer support.

[Grlee]

I never said there was a scam that was someone else.

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for sharing your experience, and suggestions. I understand how frustrating this can be, and I apologize for the experience that you've had with the Sense 2. We're always working to improve our devices, and the input we receive from our members is a big part of the process. Keep in mind that every case is handled based on our Warranty Policy.

@Grlee Thanks for keeping me posted. I went ahead to check your details and noticed that your case is under review. Based on that, I've forwarded your post to our team so they can take them on hand and provide you with assistance. Please keep an eye on your inbox.

@SunsetRunner and @Francesj Thanks for joining this thread. Because you already got in touch with our Support team, my best advice is to reply back to them if you have questions about your cases. Our team has access to all your information, and I'm sure they'll investigate and help you with this matter.

[AndiTjC]

Seems this is a common problem, mine fell off too. Upon contacting support, they said the warranty is not covered because I bought it new from ebay.

"Thanks for providing us with your purchase information. 
Because your product was purchased through an unauthorized reseller, it’s not covered by our warranty. For the details of our return policy, visit www.fitbit.com/returns 
The warranty covers Fitbit products purchased directly from fitbit.com or an authorized retailer. We advise contacting the seller from whom you purchased the product for further assistance. 
For a list of popular authorized retailers, visit www.fitbit.com/where-to-buy
We apologize for any inconvenience and appreciate your understanding
If you have any questions, please visit fitbit.com "

[SunsetRunner]

Had the same problem 

Moderator Edit: Personal info removed

[Francesj]

I have now been provided with a replacement watch. I called the 1800 number and was so easy to get the claim processed

Sent from my iPhone

[Babci6]

You can’t reattach the metal plate.  It will interfere with the sensors.  

[LizzyFitbit]

Hi everyone, and welcome to our new members. @Babci6 Thanks for your continued help.

@AndiTjC, @SunsetRunner, @Francesj and @SunsetRunner Thank you for keeping me posted on the status of your issue, and I'm sorry for the inconvenience this has caused. Before anything else, I want to clarify that every case is handled by our Support team based on our Warranty Policy. However, I appreciate your feedback as it helps us to continue working on our products and improve them.

Because you're already in touch with our team, I'd recommend following up your email case if you have any other questions related to this situation. I'm sure they'll look into your details and provide you with more information about the resolution provided.

[SunilBajpai]

Experienced the same problem. Who do I reach out to for repairs in India?

Also, it seems easy enough to glue back avoiding the metal pin that connects to the contact. Can it be attempted, and if so, what kind of glue is best to use?

[At2120]

Has anyone had success reattaching it?

[SunilBajpai]

I cleaned the both parts with rubbing alcohol and used a drop of superglue on either ends to re-attach the metal trim. The watch is working fine. 

[SunsetRunner]

Finally a good solution. Thanks for sharing. 

[Civilchick]

Is there anything that can be done for others that have this? Unfortunately I’m just over a month past the 1 year warranty 

----

Hi Lizzy, I’m just over 1 month past the warranty. What can be done? It deeply saddens me that this thing can break just after a year like this. They aren’t cheap.

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They refused to offer any help or any discount- lucky you! 

still sucks…1 year is too frequent to be replacing these. (Also sorry yall…I thought I was directly replying to specific comments)

[SunsetRunner]

Hey, although mine was in warranty, I tried gluing these back on . This
worked for a short time and the came off again. I would recommend you email
fitbit with a photo etc of your device. Personally speaking weather your
fit bit is 3 months or 1 year old this issue shouldn't occur.

Cheers

[Grlee]

They say not to glued it back on as it will interfere with these sensors.
If you bought it from Fitbit then I guess they replace it. It you bought it
somewhere else you need to contact them. I do think it seems like a design
flaw. Uh

[LizzyFitbit]

Hi everyone, and a warm welcome to our new members.

Thanks for taking the time to try some other steps in order to sort this out. Before anything else, I'd like to let you know that we don't recommend using any type of glue or adhesive on your watch as the sensors may not work correctly afterward, and this will also void the warranty of your Fitbit device. If you want to learn more about our Warranty Policy, click here.

@SunilBajpai I went ahead and requested a case on your behalf so our team can look into this and see what can be done to help you out. They'll send you an email with more information, keep an eye on your inbox.

@At2120 and @Civilchick I noticed that you already have contacted our Support team and because they have access to your details, please follow their recommendations and reply back to them if you have more questions about your case.

@SunsetRunner and @Grlee Thanks for your advice!

[Civilchick]

Hi @LizzyFitbit thank you for the recommendation! I have already communicated with your team, who told me they are unable to help me fix this, unwilling to compensate for my loss, and unwilling to do anything to restore my faith in the business. As I don’t wish to spend $250 every 13.5 months, I cannot afford to continue with Fitbit. I am deeply saddened by the policy that Fitbit has, and with this strong degradation in quality (my previous fitbits were lasting over 2 years, as I’ve been a Fitbit member for a very long time), I will have to find another company.

For now, super glue is working. As someone said before, two teeny drops at those mini plates on the ends do the trick.

[Grlee]

Somehow one of my metal pieces came off and is lost. When I get a new watch
it will not n be a fit bit. The least they could do is send me a new metal
piece and let me glue it on. Right now it is working but now the battery is
not lasting long. My watch is 16 months old. I am sad I really liked my
watch.

[mishti]

Hi 

It just happened to me yesterday and I have been reaching out to Fitbit but I am no more under warranty (I got it 13 months back) so they refuse to help 😕

Is there any way I can get it repaired? Or a quick fix that has worked for someone?

Honestly, it feels like such a poor manufacturing job and I kinda feel bad that Fitbit expects the products to last only till the warranty period.