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

[CrimsonRain85]

How long did it take for the chat people to answer? I am having this same issue right now with my Fitbit with the metal trim that has come off and I have opened a chat and have been waiting over 10 minutes now and I have had no response.

[BrandiL77]

I had mine for one year and 33 days when the metal fell off. I called them, at first they said there was nothing to be done since it was out of warranty, then after posting on here they reached out with a 35% discount code, which I turned down. I filed a complaint requesting repair with the BBB on 5/23 and received and email today offering a one time replacement. We'll see if it ever actually arrives. I will update if/when it does. 

[carriergirl76]

Hi, I have the same issue.  How do I connect with someone from support to help me replace the watch?

[Tapa]

Open a chat in support. If it’s been less than a year they will probably replace it. Over 365 days they will probably offer you a discount on a new one.

[CrimsonRain85]

I went to the support page and clicked on the 24-hour chat, while it took about ten to fifteen minutes for them to connect, and they connected, and I now have the replacement watch that will be on the way to me. So just give chat a few minutes for them to reply and they will.

[Tapa]

The service rep in chat responded immediately.

[CrimsonRain85]

I'm glad they responded to someone immediately. They took about ten minutes to connect me with a rep. But nonetheless, I got it sorted! 

[BrySmith]

One of the metal plates on the wrist side of the watch has come off. Is there a warranty for this?

[Odyssey13]

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or X/Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[vivi_9000]

I had the same issue this week and reached out to customer support. Got the response that I have no way to get it repaired or to get a replacement. This is very disappointing after liking the device a lot and inability to repair. 

 

[YayaKats]

My husband put 2small dots of superglue on it where there are no sensors.  It works just fine.  I am still able to use the sensors as designed.

[Jennyswick]

This just happened to me today. I have only had it for 6 months. 

[1GinnyME1]

It's still under warranty. Just contact Fitbit for a replacement. Also, i don't know why it falls off. I never wear mine in the shower so maybe it's the hot water loosening the wire backings so they come off? 

[Jennyswick]

I never wear mine in the shower either.

[BrandiL77]

I never wore mine in the shower or swimming either. 

[Tapa]

I had a roll of “Glue Dots” that I had purchased for crafts at Hobby Lobby. They are little adhesive dots. I put one on each end of my metal strip and stuck it back on my watch. It’s working perfectly now while I am contemplating what to do for a replacement. I hate to take advantage of my 35% discount and the sale only for the new one to lost its strips after a few months. I think they should do a recall and offer free replacements since it’s obvious the product is faulty.

[holymackerel2]

As has happened with others, @LizzyFitbit, the metal trim has come off my Fitbit. I think I am within one year since purchase but I know I bought the 2-year warranty last July. is there any way you could help me out, please? Thank-you

[Sak2243]

@Lizzyfitbir

[Sak2243]

@LizzyFitbit i had the same issue but i am outside one year. This is a manufacturing defect. What are my options? Please reply ASAP

[Jennyswick]

I started a chat in the app and they sent a refurbished replacement for
free the next day.