Sense 2 screen coming off

[HSR]

Fitbit Sense 2 watch face detached

1) My daughter gifted me a Fitbit Alta in Dec 2022.  Its face got detached within one year. On reporting to Fitbit Customer Support, I received a new replacement watch.

2) Its face again detached while I was sleeping one day in March 2025. On reporting to Fitbit, I was told I am not eligible for  a warranty replacement. But I was offered 30% discount on buying a new watch. My daughter bought a Sense 2 in April 2025.

3) Now  the third  watch's  face, of Sense 2, also got detached on 10th May 2026. Photo is attached. What is the solution?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @HSR. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the image attached. I'm sorry to hear that the screen of your Sense 2 came off.

While reviewing your information I've been informed that you already contacted the Support Team for further assistance with your Sense 2. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. 

Thanks in advance. 

[HSR]

I was forced to write here because the Support team answered with 'your product doesn't meet the replacement requirements of our warranty' citing a URL which in turn opened a lengthy document which needed legal expertise to understand the applicable section. Instead, I wish relevant portion / clauses applicable to my case could have been copy pasted which would have made me clear why warranty conditions for replacement is not met. It is very difficult for any Customer mentally and highly stressful going through similar issues year after year on a product he buys and start depending on it, but needing its replacement yearly. After seeing that same problem is persisting for last few years, it is very clear that company has not done sufficient R&D for finding the root cause of the screen detachment issue and explore ways & means of preventing it by suitable redesign of the product or its processes. Very sad!

[MarreFitbit]

@HSR Thanks for getting back to me. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. For more information about our warranty, see fitbit.com/legal/returns-and-warranty.

Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Sense 2 and also want to find a resolution to your issue, my best advice is to keep the conversation with our Support Team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies.

Thanks in advance!