Sense 2 edge is coming off

[LeithC]

My edge of the sense 2 is slowing being worn off and I'm not doing anything unusual.

What should I do? 

Moderator Edit: Clarified subject

[Guy_]

Hi @LeithC  - it can possibly be replaced under warranty where you bought it, or you can chat via the Fitbit App, click profile photo, Help & support, Contact Customer support.

[LizzyFitbit · Accepted solution]

Hi there, @LeithC. @Guy_ Thanks for your advice.

@LeithC Thanks for bringing this to our attention and sharing a picture of your Sense 2. I'm sorry this happened to you and I've requested a case on your behalf so our Support team can provide you with assistance. They'll get in touch with you via email, keep an eye on your inbox.

[Mrjoneski]

Mines doing exactly the same, will the ecg still work properly? I thought this had something to do with the sensors

[LizzyFitbit]

Hi there, @Mrjoneski.

Thanks for joining this thread and sharing your experience with your Sense 2. The ECG app may continue working; however, since this is affecting the area where those sensors are and to prevent any other inconvenience, I've forwarded your details so our Support team can create a case and provide you with assistance. You'll receive an email soon from them.

[LeithC]

Hey guys unfortunately this is happening again I would like to get another support request made, possibly get a RMA for a refund this time.  Thanks.

[LizzyFitbit]

Hi there, @LeithC.

Thanks for letting me know you're having this experience again. I understand how you're feeling and given this situation, I've requested a new case so our Support team can investigate and continue helping you. Please keep an eye on your inbox, you'll get some information about your case.

For any refund-related inquiry, please check our Return Policy here.

[mrud]

I just contacted FitBit support about this same issue and was told it wasn’t covered under the warranty. But according to this thread, that shouldn’t be the case?

[Bliss4]

Hi, 

I am having the same issue, and I didn't do anything unusual, I didn't even swim with it.

[Weegmeister]

Try via phone - their chat support is terrible and just looking for ways to hand off/end the chat. I was able to call in, explain the issue, then point to the general wear and tear part of the warranty. Had mine replaced no questions asked (albeit with a quick photo). 

Seems they went the route of just using a metal coating on the glass to run ecg scans and it wears off super easily. Shame.

[mrud]

Thanks for the insight. I called support and they said they would replace mine only after I mailed in my current one (which takes 5-7 business days), they reviewed the device I sent (some number of days), and then they would mail me a replacement (another 5-7 days). Not sure if you had the same experience, but taking at least 2 weeks to get a replacement is a bit silly. There seems to be a lot of inconsistencies in the support they provide.

[LizzyFitbit]

Hi there, @mrud @Weegmeister. @Bliss4 Welcome on board.

@mrud and @Bliss4 I'm sorry you've had this issue with your Sense 2, and appreciate your efforts. Because this isn't the type of experience that we want you to have, I went ahead to check your details and it seems our Support team already provided you with more information about your cases. Because they have access to all your details, my advice is to reply back to them if you have more questions about the resolution provided.

@Weegmeister Thanks for the input, and your suggestions on this matter.

[Weegmeister]

@mrud Agreed - definitely inconvenient. I had the same experience, however it was a fairly quick process. The only thing I'd advise is to make sure you keep tabs on the return to fitbit. They actually let mine sit in their warehouse for 3 days before I reached out and told them it was delivered. Once I reached out, they sent a replacement right away. 

Another warning - if you plan on using google pay, the replacement will not work with it. Something about how security works with google pay and fitbit, but the jist of it is you will get an error any time you try to open that part of the app. You can see my other thread containing Fitbit's official response to the issue, but ultimately they know it exists and have no plans on fixing it. 

So choice is yours - if you don't use google pay and don't plan on it, replace it. If you do, then you may want to live with the poor finish. 

[holymackerel2]

Hey, I've had my Sense 2 for around one month, maybe less. I have really enjoyed it. I think it's a great device. However, I noticed this morning that the stuff that's on the edge of the screen has come off, but only on the "bottom" edge (bottom when button is on the left side of the face). I'll include a picture. I do also have the two year warranty. Any idea what I should do? Thank-you for your time.

[LeithC]

Hi @LizzyFitbit this has happened again and this time its much worse.

[kshep415]

Same problem with mine. Chat first asked me to take a picture, then a picture with the case number behind it. A few hours later I received an email saying...

"We understand that this isn't the resolution you're hoping for. Unfortunately, we don't have a repair service. Thanks for understanding! We are bound by the policies put forth by Fitbit and as such are required to uphold them. We wish there was something that we could offer you, but we are at the limit of what our policies allow."

...and they've ignored all my follow-ups about a warranty replacement.

This was my third Fitbit device over the years, but it will be my last. Oh well.

[Guy_]

Hi @kshep415 - if your watch is within warranty and damage was not due to you it should be replaced.

I've asked a moderator to follow up.

[LeithC]

Hey @Guy_ could I also get a moderator to follow up on my update, thanks.

[Guy_]

@LeithC - ok will do.

[kshep415]

Thanks, @Guy_ 

I get the impression this is just poor design that can't stand up to normal wear and tear. I'd be really curious to see/know whether there are any Sense 2s out there more than a few months old that DON'T have this issue.