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

[catherineroxit]

Honestly that’s exactly what Fitbit should do! Either stand behind your product and fix the problem or refund everyone who has gone through this multiple times. 

[Gnuthinker]

Mine did it for the second time, and this time it’s not under warranty. This is 100% a manufacturer defect.   At the price point of this product I expected better!

[Gnuthinker]

This was true the first time it happened; however today my second sense2 did it and was not covered.  Out of warranty you will only get a discount, and in my opinion not enough of one to make me stay with Fitbit.  I have been a user since they were pebble.  This is a design flaw or MANUFACTURING defect! My experience today with customer support 150% soured my opinion of Fitbit and I’m leaving with the take away they make junk & no longer care.  

[Gnuthinker]

I can tell you it does not reset with the new device.  So be aware you likely will be only given a relatively minor discount on a new device through their store. 

[SrushtiK]

I have the same problem now. One came out and I was managing as it was but now both of the metal trims have fallen off. What can I do now? I got it as a gift from the US and now I'm using it in India. Whom do I contact and how do I fix this?

[BrandiL77]

 I contacted Fitbit about mine yesterday about this issue, because it JUST happened. I was told it wasn't covered under warranty. I see it has been a common problem. This is the last Fitbit I will ever buy. The Fitbit I had before this one, the whole face fell off. 

[BrandiL77]

They didn't even offer me a discount...

[BrandiL77]

I also just discovered that the sensors won't work unless I press the watch down hard enough for that copper contact to touch my skin. 

[Viamond-zap7]

Yeah, I had whole face off problem as well before...OMG I just realized I had all 3 problems, metal came off / overheat / whole face off before!!!!! Terrible.

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[Babci6]

It’s not covered under warranty unless it’s under a year old. 

[Gnuthinker]

After two sense 2 devices doing it at an age of about 7 months I chose a different device and canceled my subscription.  The problem is a manufacturing defect and the response left a 6+ year subscriber unwilling to even give another Fitbit device a chance.  At their quality level I can get as accurate and long lived service from a device at less than half the price.  Other can continue to throw away money but I am not willing to pay premium price for cheap junk. I believe you should get what you pay for and Fitbit is not living up to the expectation!

[Gnuthinker]

Yes it seems that about 7 months is a magic number.  Both of my sense 2 devices exhibited this issue on the same timeline. I’m convinced it’s a manufacturing or design defect. 

[Gnuthinker]

I got 7 months out of the original device and got 7 months out of the second device.  It looks like a total lack of quality control or a design flaw or manufacturing defect to me!

[Grlee]

If you have the metal pieces you can very careful try gluing them back on.
Be carful of the sensors. If it is still under warranty try contacting fit
bit

[Grlee]

Good for you!

[Pmheart6]

Mine was replaced under warranty once and it fell off again they never fixed the problem with the watch. Now half of the watch screen no longer functions I haven't set for the SPO2 that works but nothing else despite a different screen it shows the steps in the heart rate and all that information I thought it was maybe an issue with the back not working. I'm guessing they're just don't care about Fitbit users anymore I'm ready to move on to a better company. 

[MN-]

It happened with me two days back. I started a live chat with Fitbit customer care and since my product was under warranty they sent me a replacement.

[MrRoundtree]

Funny, I got an email from the community and seeing how many people have had the same issue sand some people saying they got a replacement.  The issue is I spoke with customer support about a month ago and they said they would send me a replacement and I have not heard anything else.  I followed up a few weeks ago and they said they were backlogged (to that effect) but would be sending one, and I still have not heard anything.  This is starting to seem like a real problem now.  

[Viamond-zap7]

Nice! That's how it should be!

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[KSimmarano]

They offered me a discount to replace mine because they said it was 1 month over the warranty, so I guess mine magically made it beyond 7 months before this happened. Seeing all the problems everyone else was having, I decided to change to the new Google watch 2 (Which I really love BTW. Only wish the charge lasted longer). Unfortunately, said discount did not apply to it. 🙄

Then I remembered that I had purchased the extra warranty. So, I contacted Asurion who handles that and was able to get a replacement lickety split. So,  I gave it to my husband. We will see how long his replacement lasts....