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

[AllenR2]

Joes GE in  Washington State is a repair spot.   I ordered some parts from them.   

[dbradbury9]

One of the metal pieces on my Sense 2 just fell off as well. How do I submit a ticket?

[Hlprosper2003]

I too am having this issue and it’s causing the skin under where the watch to rub raw and become itchy. Does Fitbit fix this if I am not sure about my warranty?

[MHGuapo]

my plate fell off on my first fitbit and they replaced it with a used watch even though it was still under warranty. now the used replacement watch has had one of the plates fall off. i tried to file a complaint, and the person said that my first claim (first watch) as closed. end of story. i tried to contact fitbit again as this is about the 2nd watch NOT THE FIRST ONE and was told to go to the community. i want my watch replaced properly as it should have been done under the first watch. by reading all of the other comments, it seems that the back plates fall off a lot. so there is a design flaw that they have yet to fix. 

FIRST WATCH 

(Moderator edit - Personal Information removed) 

SECOND, USED WATCH

so it would be lovely if fitbit replied to me. 2 watches, both fell apart, the first watch was under warranty and replaced with a used watch - which also fell apart.

[MHGuapo]

was it new or a used watch?

[MHGuapo]

by the way, it DOES fall off by itself, i don't ever wear it near water and it never gets wet

[MarialeZP]

I return from walking my dogs and the metal pieces just fell off, I could only gather one of them

[jsh9091]

I just experienced this issue myself. The top plate fell off after about 20 months. I tried contacting Fitbit, but all they said about it was offering a coupon code for 35% off a smartwatch purchase on the Google Store. I'm not particularly impressed with that outcome. I previously used a Versa 1 watch for something like 4 or 5 years with no troubles at all, the problems with the Sense 2 seem incredibly disappointing. 

[AllenR2]

So sorry to hear this - I enjoyed my original Sense till it quit after several years in May and I’ve posted quite a bit here  .   I did end up with a 75% new sense 2 from Fitbit support in July .    We had a trip to Europe planned when the sense quit so I bought a used sense 2 in May and those contacts both fell off in Europe .    So far so good with the 75% one from Fitbit .    I bought a new sense 2 back from Joe’s -an after market repair place in Washington state .  My son in law is an engineer who used to work for Fitbit in San Francisco on earlier models and works elsewhere now.  Last week on my visit we managed to glue contacts from the new aftermarket back onto the used sense 2 and it looks like new so I have a spare .   It took a lot of heat to remove the 2 contacts so I just don’t understand how this happens as these parts are glued very evenly in factory .    We did this as a labor of love - really not practical unless you have the knowledge and not a big money saver.    But it is doable - no warranty of course on a used Fitbit sense 2 or a new one not bought from an authorized dealer .   

[Niecy17]

They have no plans to fix the Metal trim falling off issue. Sad. Step up
the tech game!

[SageAurora]

Mine just did this as well... I'm trying to contact support but the website keeps pushing me back to this thread in one big circle when I click the Support Team link in your post.

[MarioSFitbit]

Hi @SageAurora ! Welcome to the Fitbit Community ! 
I appreciate your message, and I'm sorry to hear the metal trim on the back on your Sense 2 fell off. 
Regarding the Support Team link, when following it, verify that in step two you must click next step and then choose the contact option, which is available in Step 3.

[jsh9091]

I tried super gluing it back on, so far so good, no new problems so far. 

[AllenR2]

Be very careful not to touch the pins.  You will lose your warranty with any repair if you have one   . There is a special glue for smart watches etc - electronics cold press lamination adhesive - check with Joes GE in Washington state .   We fixed one that was out of warranty  and bought used as a spare .  Hold it together with a clothespin or similar while it sets -

It takes a lot of heat for these pieces  to come off - a design flaw definitely 

[Niecy17]

Nice one! I used T-7000 electronics repair glue on my Sense II, but the metal bracket still falls off after about three weeks or so. I think oils and salt from sweat breaks the adhesion. 🤔 I might have to check yours out. Thanks for sharing 🙏🏽

[AussieAussie]

One of these metal bars came off my Fitbit Sense 2 just 6 months after purchasing (& stopped tracking oygen levels) & 2 nights ago the other one came off during my sleep & now won't track my sleep. Considering I paid hundreds of $ for what I thought was a solid piece of hardware, this not good enough.  Watch was purchased 2.5yrs ago during a Perth holiday at Myer Carousel. I live remotely so returning to store under warranty was never going to be able to happen without great expense.  So my question is, can I purchase replacement bars and, if so, how do I attach?  I tried super glueing the first one back on but that DID NOT WORK.  THE GLUED ON BAR CAME OFF AGAIN DAYS LATER & never resumed tracking my oxygen after it was repaired.  As a person with COPD I really need a reliable smart watch that tracks oxygen levels, not unreliable crap like this.  How can I keep track of my health metrics when this happens?  Well, I can't so will have to try an Apple watch I think, unless FitBit customer service comes through for me, which I doubt will happen based on reviews.  We'll see.  

[AllenR2]

I would buy a simple 02 level monitor if this is a health issue - goes on a finger for a quick reading.   I really wouldn’t trust a watch which will not be a true gauge .   Fitbit support may offer you a new watch with a discount if you can get hold  of them .   It’s a shame this happened to you .

[AussieAussie]

You're right & I do use one of those too, but don't always carry on me hence using the Fitbit feature, which (when it's working!) is accurate enough for me. 

[Itsakathy]

Mine fell off too. Must be a defect in the design.  Looks like it’s happening a lot. What do these pieces do? 

[AussieAussie]

They're aluminium plates to protect the sensors and may also act as conductors for the sensors? - can't find much info on conductivity in my research so don't take that as gospel.  2 weeks on from the bottom bar coming off, I am still getting sleep data so that's something, but I haven't had oxygen  tracking since the top bar came off a year ago.