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

[LizzyFitbit]

Hi there, @kshep415. @CatVillian Welcome to the forums.

Thanks for your feedback and the additional information. Because you have a case created, I've shared your comments with our Support team so they can evaluate and provide you with an update. I'm sorry that you've gone through this experience, and rest assured our team will continue helping you with this matter via email.

[thirstycat]

Fitbit replaced my first Sense 2 when it started exhibiting this problem after a few months of use.

Now the replacement is showing the same degradation (I got the replacement in early April I believe).  Trying to decide if it's worth the hassle of going through returning another .... last time it took over a month to get my replacement 😞    

and I have no reason to believe the "new" one won't have exactly the same problem based on all the comments here.  

As you say, the design is fundamentally flawed.   I'm already so disgusted with so many other things about this device AND the lack of proper support from Fitbit for any of the other problems that I think it's about a 50/50 call whether I try to return it for an in-warranty replacement or just chuck it in the nearest trash can.

Dealing with support is such a frustrating and painful process, that I'm not sure it's worth the bother.

[kshep415]

Hey, I finally heard back from Fitbit support.

They've offered two options:

1) Complimentary Replacement - Get a replacement of the same model you have now.
2) Discount Offer - 50% discount on a new Fitbit

I wish they had an option to just replace it with a Versa 4 so I can avoid this problem down the road. Doesn't seem like I should have to pay $100 to downgrade the device just to avoid a repeat of this. I don't have any hope for being able to make that point in email, but might as well give it a shot, I suppose. Wish me luck 🙂

[Ericksen]

Don’t try to make your point in an email. Tell them they need to schedule a call with you. I have spoken to tech support before. No reason they can’t phone you.

Moderator Edit: Personal info removed

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Hit my wall today! On 8/15 I was told by moderator that a case was opened for my issue. To date I have still not received any follow-up. I bought my fit bit through Amazon on May 25th. Since then I have had hit and miss on notifications and calls working and then the face edge started peeling. I called Amazon today and they refunded my money no issues. They didn’t even require me to send watch back. They said I can donate or throw away.
So those that bought through Amazon you might give them a call.
I also called my cell carrier today and ordered an Apple 7 watch as it has similar features. FYI, there are ways to get your Fitbit data into your Apple data, just google it.

Moderator Edit: Personal info removed

[kshep415]

Looks like Fitbit closed my support case so I can either take them up on their offer of warranty replacement or 50% off a new device (e.g. $100 for a Versa 4) or start this all over again.

This has me taking a look at the ~$50 Versa 4 "pebble only" listings on eBay.... 🤔

Not really sure I see the value in making sure the device has support at this point.

[LizzyFitbit]

Hi there, @thirstycat, @kshep415 and @Ericksen.

Thanks for keeping me posted and sharing the information provided in your cases. While I don't have access to your cases, our Support team will continue handling your concerns via email so please make sure to get back to them if you have questions about their resolution. I'm sorry for any inconvenience this experience has caused. Please know your feedback is truly appreciated as it'll help us to improve our devices, and prevent this type of situation from happening again.

[mrud]

Just to be clear, support isn’t actually providing any help. I finally received a response (after you said my information would be shared with support almost 2 months ago). Essentially, the response (copied below) was I’m out of luck (despite the fact that they already sent me a replacement for the same issue a few months ago). This is ridiculous!

We're sorry for the delayed response, and thanks for getting in touch with us through the community forums regarding your Sense 2 cover. Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy. For details about our warranty policy, see fitbit returns.

[kshep415]

Yep, I finally gave up and replaced my Sense 2 with a $50 Versa 4 pebble from eBay. I assume it's unsupported and not under warranty, but that's apparently not a big loss.

I'd have gone with a different brand entirely if it was a decision purely based on support, but I'm actually very happy with the watch itself... particularly the battery life and charge time. I figure $50 and the loss of the functionality of the front sensor ring was a reasonable price to pay for something that won't constantly be scratched up.

[LizzyFitbit]

Hi there, @mrud and @kshep415.

Thanks for getting back with these details. I understand where you're coming from and I'm sorry for this situation. Our team constantly works to improve our devices, and every feedback helps us to make that happen. While I don't have access to your case, let me recommend replying back to our Support team in order to receive more information about your case.

[ian_auckland]

Second fitbit and after 3 months the frame is peeling off again. The screen is intact but the frame/bezel is peeling off. Pretty disappointed. I tried to contact fitbit and the reply on twitter was frustrating. Unfortunately my only option is to upgrade to an apple watch.

Moderator Edit: Personal info removed

[LizzyFitbit]

Welcome to the forums, @ian_auckland.

Thanks for the information and screenshots provided. I understand where you're coming from and I'm sorry you've gone through this experience. We keep working on all our devices to improve them, and feedback like yours helps us to make that happen. While I don't have access to your case, my best advice is to get in touch with our Support team in order to receive more information about their resolution.

[Victamon]

I opted for a warranty replacement; got a refurbished Sense 2 pebble within a few days via FedEx and listed under my "Google Store RMA" page. No returning old device requested. (in USA)

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My replacement Sense2 came with the same old firmware (which I still had to download, seemingly, on set-up..) instead of the newer one purportedly with 'Dynamic GPS'.. had to engage GPS tracking for initial use..  and it tat  (its built-in GPS receiver) still wasn't even working! After restarting the device it is seeming to work properly.