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

[mrud]

Agreed - definitely poor design. Within a week or getting my replacement, the edge started wearing off on the new one. I question how many times I’m willing to go through their drawn out process to get a replacement. 

[Ericksen]

Thesame is happening to mine.  Purchased 5/25/23.

[kshep415]

Yeah, I think the answer for me is none times 🙂 ... particularly since Fitbit has basically ghosted me at this point. Which I suppose makes sense. It's not a cost-effective use of Fitbit's time to just keep replacing a faulty device with another device with the same fault.

Looks like my ECG has finally stopped working, so effectively right now I have a Versa 4 with an ugly ring around the faceplate.

If I own another Fitbit device I'll probably just write off the Sense 2 and buy a Versa 4. 

[Ericksen]

I’m seriously thinking about just switching to an Apple Watch.

Moderator Edit: Personal info removed

[LizzyFitbit]

Hi everyone, and welcome to our new members.

I'm sorry for the delayed reply, and thanks for keeping me posted on this situation, and the pictures provided. I understand where you're coming from as this isn't the type of experience that we want you to have and appreciate your thorough feedback.

@holymackerel2 and @kshep415 Thanks for taking the time to contact our Support team. While I don't have access to your case details, I've forwarded your posts so our team can have your comments on hand and provide you with more information. You'll receive an email shortly.

@LeithC, @mrud and @Ericksen I've requested a case on your behalf so our Support team can evaluate and continue helping you with this matter. They'll get in touch with you via email, please keep an open communication with them.

[FlyingB]

Mine is doing the same thing. I just contacted Fitbit a little earlier this evening because of watch band issue. I cannot get any new bands to attach to the watch except the original band that came with the watch. They said they would send a warranty claim in 10 minutes. It’s two hours later and nothing!

I’m getting tired of dealing with Fitbit and all of the problems with these watches. It’s too bad because I like the style but they’ve gotten cheap with materials and price is high. 

[LizzyFitbit]

Hi there, @FlyingB.

Thanks for letting me know about your Sense 2, and sharing a picture showing the damage. I'm sorry this happened to your watch, and I appreciate your thoughts on this situation as every feedback shared by our members helps us to keep working on our products.

I've requested a case on your behalf so our Support team can evaluate this situation, and see what can be done to help you out. You'll receive an email from them, so please keep an eye on your inbox.

[thurmom96]

Really wish I had read this thread before buying my Sense 2. I've only had it for a month and already starting to wear off. I bought it to replace my less than 2 yr old Versa 3 that just quit charging. Was on the fence for weeks about buying another Fitbit and finally gave in because they make the best looking womens watches out there but regretting my decision now.

[LeithC]

Still waiting for support to get back to me.  But while I wait for nothing to happen heres all 3 replacements suffering the same issue.

[kshep415]

Yeah, at this point if I ever do hear back from support (they ghosted me two weeks ago) I'd try to get a Versa 4 instead of another Sense 2. 

Or I guess I could just rub the rest of the ring off and pretend I already have a Versa 4.

[Guy_]

Hi @thurmom96  - if you still have the Versa 3 did you check these instructions How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen Just in case it was something simple - you can use your new Sense 2 charge cable to check.

[thurmom96]

Hi Guy, thanks for checking but yes. Trust me, I tried *every* tip/trick I could find before shelling out $200+ on a new device.

[Ericksen]

If I have to buy a new device after just 3 months I’ll be buying an Apple Watch. Disappointed since I had a Blaze for 5-6 years. Was told by the moderator that I would be contacted by their customer service team via email. That was Thursday, still no contact.

Angela Ericksen

[mrud]

Same - I was told I’d be contacted by customer service last week and still haven’t heard anything. 

[kshep415]

Same. Last contact I had from Fitbit support was the "Unfortunately, we don't have a repair service... We wish there was something that we could offer you, but we are at the limit of what our policies allow" email I received on August 1st.

[LizzyFitbit]

Hi everyone, and welcome to our new members. @Guy_ Thanks for stopping by to help our members.

@LeithC, @kshep415, @Ericksen and @mrud Thanks for keeping me posted, and for the pictures provided. I understand how you're feeling and I apologize for the time this process has taken. While I don't have access to your case, please know your posts have been passed along to our team so they can look into your details, and continue helping you with this situation. Once again, thanks for your patience and feedback. 

@thurmom96 Thanks for joining this thread and your effort while troubleshooting your watch. Just to confirm, are you having the same damage on your Sense 2? Please confirm this information, as it'll help me to keep our team informed of this situation.

[thurmom96]

Hi @LizzyFitbit yes I am seeing the same damage on mine which I've only had since mid-July. I haven't filed a claim or report yet. Not sure if I should even bother based on some of the other comments posted?

[LizzyFitbit]

Hi there, @thurmom96.

Thanks for getting back with that information and because your Sense 2 is having the same experience, I've requested a case on your behalf. Rest assured our Support team  will investigate your details and provide you with assistance, so please stay in touch with them.

[CatVillian]

My metal is wearing off the edges , and I've also got cracking in the glass 

! Besides looking horrible,I'm curious if it affects the receptiveness of the EDA scanning and whatever else it's used for

I don't swim or even shower with it on, so I'm not sure what the deal is I figured it was normal maybe for a couple year old device but I've had mine since March

[kshep415]

Another week and still nothing from support since they apologized for not having a "repair department" on August 1st.

I'm curious... does anyone know of a Sense 2 more than a few weeks old that *doesn't* have this issue?

Maybe I'm crazy, but it sure feels like Fitbit now understands the design is just fundamentally faulty and doesn't really know what to do about it.