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

[Grlee]

I have read that some have had luck reattaching. Since the loss of the
metal part my watch is only charging for a day at a time. It is only 15
months old. Never have gotten it wet. Very frustrated

[lildata]

I had both metal plates fall off in July 2023. Fitbit replaced the watch. Seven months later, one of the plates fell off on the new watch. I think it's a defect with the Sense 2 😒

Same thing just happened to me - metal plates on back fell off a replacement. Fitbit supports says I'm SOL since the warranty period only extends from the original purchase date, not the replacement date 😞

Moderator Edit: Merged replies

[LizzyFitbit]

Hi there, @Grlee. @Antoinette262 and @lildata Welcome to the community forums.

@Grlee and @lildata Thanks for taking the time to share your feedback. As I mentioned before, our team handles every case carefully and based on our Warranty Policy. However, I understand how frustrating this has been for you, and I apologize for this inconvenience. While I don't have access to your case, I'd encourage you to reach back out to our Support team if you have questions about their resolution. They will be able to provide you with more information and answer any questions you may have.

@Antoinette262 I'm sorry this happened to your replacement and I appreciate you for sharing these details with me. I've gone ahead and requested a case on your behalf so you can receive further assistance. You'll receive an email shortly with more information, please keep an eye on your inbox.

[FitNickG]

I had the same issue. Mine took a year and some months to fall off. Was told the warrenty covers only one year. Because of this I am now left with a broken $250 watch. No point in buying another FitBit or Pixel product if it will just break right when the warrenty coverage ends.

[Babci6]

Mine was under a year so it was replaced.  Fitbit is screwing a lot of people because of the warranty.  If they had any decency they would replace the watch even if it’s out of warranty.  I had a kitchenaid hand mixer that died on me and was out of warranty. Kitchenaid replaced it for me and the replacement has lasted. 

[LizzyFitbit]

@FitNickG Welcome to the forums. @Babci6 Thanks for sharing your insights.

@FitNickG Thank you for sharing the resolution you received from our Support team. I understand your point of view, and I apologize that this happened to your Sense 2.

As you may know, we handled every concern based on our Warranty Policy. However, if you have any other questions about the information provided by our team, I'd recommend getting back to them in order to receive more details. I'm sure they'll continue helping you with all your concerns.

[Lrgreen]

Hi Lizzy, Thank you for your quick response.

I was able to get my tracker replaced at Best Buy under the extended warranty.

I've worked in a similar position to yours so I know this has to be frustrating for you as well.

Thank you for remaining professional and take extra good care of yourself.

[xBryze]

Do you happen to know what people have used to reattach the plates?

[Wednesdayschild]

I continue to use my sense without any problems with out the metal piece

[Pendean77]

Same issue here, mine was purchased 13 months ago as a gift, it's been used for less than 12 months and not warn in water.  I guess there's nothing I can do.  

This is obviously a manufacturing flaw as it's happening to so many people 😞

 

[LizzyFitbit]

Hi everyone, and welcome to our new members.

@Lrgreen, @xBryze and @Wednesdayschild Thank you for your continued feedback. I understand how frustrating this has been and I apologize for the experience that you went through. We value every feedback shared by our members as it helps us to continue improving our devices and services, and yours won't be the exception.

@Pendean77 Thanks for the picture and the details provided. Because there isn't any possible troubleshooting that we can try, I'd suggest contacting our Support team so they can confirm the warranty status of your Sense 2 and provide you with more information. You can get in touch with them via chat or phone by clicking here.

[Pendean77]

Thank you @LizzyFitbit .  I have now contacted the support team and they have arranged for a replacement to be sent to me.  It was a quick and straightforward process and definitely worth exploring.  I thought my warranty was 12 months, but it was actually 24 😊

[Wilfred869]

24 months is news to me. Mine was closer to the 14 month mark when I originally posted on this thread.  There is nothing significantly wrong with my watch apart from the missing metal piece.  I'd prefer Fitbit find a reasonable rework solution and send out repair kits.

Actually, as I read the warranty, it seems the warranty may be 24 months in Europe.  They must impose stronger consumer protection rules in order to sell such products there.

[Amberleasmith18]

 Mine also came off. I did start a ticket and chatted but told its out of warranty. Mine is through United Health Care and I cannot use the site to redeem a new one on my insurance either. I get rewards with this thing. And love it. How do I get help? Does super glue work for anyone?

[phatbitzr]

@Amberleasmith18  You would think Fitbit would provide a DIY solution for people out of warranty, but they have been silent.

I wonder if that opening allows water to seep in, if it does' then the glue would have to seal any moisture out.  I would also assume a electrical conductive adhesive would be required so that if the glue interferes with the connection between metal piece inside the hole and metal trim, it would still conduct electricity, which seems to be what the metal plate does.

[CaliMegan]

Mine just fell off as well. 02.19.2024. I contacted Fitbit customer service. They told me my warranty expired 2 months ago. They offered a $35 discount. I am retired on a fixed income and cannot afford another one. . I have a genetically defective aorta that I used this Sense 2 to track. I had been a loyal Fitbit customer since 2014. Now I am a last time customer. 

[Babci6]

Was it under warranty?  Fitbit should be replacing all sense2, under warranty or not.  That would be good customer service. As for David saying it was rare, he’s a liar.  Just look at the number of people on this thread that lost the metal band.   This doesn’t include worldwide problem.  

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for taking the time to share your feedback and pictures of your watch. I understand your point of view and I'm sorry that you've gone through this experience. Our team is always working to improve our devices based on the feedback we receive from our members, and rest assured yours won't be the exception. 

@Pendean77 You're very welcome! I'm glad you'll receive a replacement and thanks for keeping me posted.

@Wilfred869, @Amberleasmith18, @phatbitzr and @CaliMegan I noticed that you've got in touch with our Support team. If you have any further questions regarding your case, please reach out to them again. They have access to your information and will be happy to assist you with any inquiries you may have.

[Anleach]

Hello all,

One of the silver/metal strips just came off the back of my Sense 2. Has this happened to anyone else? 

[LizzyFitbit]

Hi there, @Anleach.

I've moved your post to this thread so we can keep the forums organized. Thanks for the details and I'm sorry to hear that the metal pieces fell from your Sense 2 as well. I understand your concern and I went ahead to check your details, but it appears that you already have a case created. I'm glad you're in touch with our Support team and I'd recommend keeping an open communication with them in order to receive assistance.