Fitbit Sense face detached

[Falconjohn]

The face of my Sense detached. It still works but I had to tape it together. 

Moderator edit: subject for clarity

[SteveH · Accepted solution]

I would contact customer support via contact.fitbit.com - they can check your warranty status and advise on your replacement options.

[Rob2621]

Just had the same thing happen to mine, now looks like a cartoon watch on Tom n jerry

im defiantly not impressed...

[LizzyFitbit]

Hi @Falconjohn and @Rob2621, welcome to the Community Forums. @SteveH, thanks for stopping by to help our friends.

@Falconjohn, if you've not done so, please follow the link shared by our friend @SteveH to get in touch with our Support team. They'll create a case for you and continue helping you with this mater.

@Rob2621, thanks for joining this thread and I'm sorry for the inconvenience experienced with your Sense. I've gone ahead and contacted our team on your behalf however, it seems you already have a case created with them. I was told they'll provide you with assistance via email so please check your inbox and keep an open communication with them.

[Rob2621]

Yep have contacted the support team and they have issued me with a case number

now waiting to see an ETA on a replacement 

[Falconjohn]

I have a replacement on the way hopefully. Thanks for all the interest

Sent from my iPhone

[LizzyFitbit]

Hi @Rob2621 and @Falconjohn, it's nice to see you here again.

Thanks for keeping me posted and I'm glad our team is helping you with this matter. Your case is on good hands, so please follow their instructions and keep working with them.

[Ana999]

Where do I get help with my Fitbit sense replacement ? It’s only 6 months old, was lightly used, now the watch face is detached/broken. It’s ridiculous there is no customer support - your Fitbit watches have a yr warranty- but there is no customer support to help - Fitbit has gone way down

[Ana999]

I have same issue - sense watch face detached-broken it’s only 6 months old, there is NO CUSTOMER SERVICE - where is customer service phone number ? There is no support @ all no chat, no email - 

[Rob2621]

I put a message on the Fitbit forum
I agree that it’s not brilliant service, but they did come though in the end

Sent from my iPad

[Ana999]

Your support is awful

- where is support contact #, chat or email ? It’s all nonfunctional on app under help. My 6month old Fitbit sense is broken- watch face is detached off watch, it was only lightly used. It’s still under warranty, I have receipt, can send pic of broken sense.  How can Fitbit offer a yr warranty on devices& have no support ? Please give me a contact # 

[LizzyFitbit]

Hi @Ana999. Welcome on board. @Rob2621 Thanks for stopping by to help our member.

@Ana999 Thanks for joining this thread and sharing your details. I'm sorry for the experience that you're having with your Sense and please know your feedback will be passed along so we can improve our products and services. Please get in touch with our Support team so they can evaluate your options and bring you back on track. Click here to get connected with them via chat or phone. You'll also find their contact details by going to the Fitbit app > profile picture > Help & Support.

[leowood]

same thing happended with me, fascia detached without any wrongdoing, now get a replacement on the way, fitbit shall do FA on fascia assembly and get this issues fixed

[Deb717]

I hope you have insurance on it.

[Nat.Estrada]

Mine fell off of the Sense I purchased less than six months ago. I contacted customer service and sent it back on May 21.  I am still waiting for a replacement.  This is not the first Fitbit I have owned that I needed replaced and not the first time I have waiting for entirely too long for the company to replace their own faulty product.  

[lablover55]

That is why I ask for the replacement first. 

[Beankathryne]

How old was yours when this happened?