Sense 2 - Edge of screen coming away

[accnnash]

Have had a Sense 2 for my birthday end of 2024 and have noticed the edge of the screen (under the glass) is coming away

Looking on Internet and Communities seems this is not uncommon for the Sense 2 - for a premium product still for sale on Fitbit/Google its very disappointing. Have had Versa's & Charges with no issues.

Contacted Google support who stated the device is not covered under warranty - however I have seen on the Community that people are getting sent replacement devices. Come on Google surely you can be consistent in your response

[LZeeW]

Hello @accnnash and welcome to the Community.  You must buy a Fitbit from the Google Store or a Retail Partner to get Fitbit's warranty.  Where was the Fitbit bought?

Amazon is a retail partner, but it is a marketplace site.  A Fitbit must be listed as shipped and sold by Amazon to be covered by Fitbit's warranty.

[accnnash]

Hi Thanks for the reply...

So as the Sense 2 was a Birthday present I do not know where it was purchased... unless I contact the person who gave it to me to ask where it was purchased?

This issue with the screen/discolouration under the glass seems to be a common issue.... would think Google was man enough to acknowledge the issue and replace the items regardless of where it was purchased. As stated above the Sense 2 is still being sold on Google platforms - and knowingly with a potential issue.

Moving to Apple sadly ...

[Dani0608]

It has happened to me twice in less than a year. Did you call support? They may be able to provide a suitable solution; they did for me. I bought it on Amazon not sure if the seller was Fitbit.

[accnnash]

Hi ... yes contacted support and they said that as it was not from a known supplier then they could not help... not ideal

[bobby2478]

From what I've read, it sounds like nearly all Sense 2's have this issue where the edge of the screen has wear issues due to the layer they use for ECG. Is this a design issue that impacts ALL Sense 2's? To put it another way, are there any Sense 2's that have been in use for a year or longer that do NOT have this issue?

[LizzyFitbit]

Hi everyone, and welcome to our new members.

@accnnash Thanks for letting me know about your Sense 2, as well as the time taken in contacting our Support team. I'm sorry that you've gone through this experience. This isn't what we expect from this watch and for this reason, I've forwarded your comments so our team can look into your details and continue helping you with this. Please follow their instructions and keep an open communication with them.

@bobby2478 I appreciate your feedback and understand your concern since other members have reported similar issues. Please know our products are manufactured with great care and designed to last. Nevertheless, if your watch is experiencing the same behavior, I'd suggest getting in touch with our team. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

@LZeeW and @Dani0608 Thank you for sharing your help!

[accnnash]

Hi All.... just providing an update

Google support contacted me and agreed to replace the Sense 2 - sent the current item to their service centre (Poland) and then received a brand new Sense 2

Good service in the end Google

Thanks

[LizzyFitbit]

Hi there, @accnnash.

I'm so glad to hear that you've received your replacement Sense 2! Thanks for the update, and I hope you continue to crush your goals.

By the way, I'd like to invite you to visit our Health & Wellness board where you can share your experiences, meet people and create new topics. Have a nice weekend ahead!