Fitbit Sense face popped off

[jamesj822]

My Fitbit sense, which I’ve had less than a year, just had the face pop off of the watch frame. Try as I can, it will not stay attached. I called Fitbit yesterday, they gave me a case number that they are working on. First, has this happened to anyone else’s Sense, and second, has anyone had experience ( good or bad) with. Fitbit customer service? Not getting a good feeling about this because I received an email from them asking for pictures, a handwritten picture that I did of the case number, then I promptly received an automatic email response from Fitbit to the extent that “ they no longer support email service requests. This is the third Fitbit I’ve purchased, with an upgrade in product each time for these fitness/smart watch items, and none of them have lasted over two years. I’m giving them to the middle of next week for a response and if non, I’m done with them!

Moderator Edit: Clarified subject

[Cgerman]

My Fitbit sense also. Used gorilla glue and tooth pick to reattach. Ok for a month so far. Probably not water resistant anymore 

[jamesj822]

Sent from Yahoo Mail for iPad

[Clove6060]

I’ve read about a dozen face pops. Mine has been fine since 11/3/20.  Do not expose it to swimming, sauna, etc. doing so could compromise the glue. 
Try using some A130 structure adhesive if beyond warranty period. 

here’s a nice write up 

https://community.fitbit.com/t5/Sense/Tips-to-repair-Sense-screen-detached/td-p/4903126

[jamesj822]

Thank you-will give it a try. I don’t swim in it, but just reached in 6” of water to retrieve some things. Frustrating because it is advertised as waterproof up to a certain point? Third Fitbit device that has conked out , frustrated with durability issues because I really like this device! We’ll see what Fitbit customer service say about it because it’s still under warranty. Appreciate your response and help!

[Wrath_of_Khon]

Happened to me too. Got mine in January and about a month ago it just popped off, after I bumped my wrist on a shopping bag (seriously). I purchased the extended warranty so as soon as it happened I logged in and filed a claim. I got the replacement about a week later but it's having all kinds of issues (wouldn't sync to Alexa for a couple weeks, keeps disconnecting from Bluetooth). I didn't have an issues otherwise 

[PaulMe]

"Expecting too much?"

If you've had to glue the face back down, I'd be keeping it as far away from water and sweat as I could. 

I don't trust the WR50 waterproof certification at all on these devices. Had a Versa die after swimming and wouldn't let my Ionic near water (other than sweat). Same goes for the Ionic replacement Sense. But at least the Sense doesn't have physical buttons to fail waterproof integrity. Not convinced the back and screen are 100% waterproof though. A number of owners have had the screen pop off. Not good at all. Imagine if that happened to a Seiko or Citizen watch! 

[Gr4ndp4]

Hi, @jamesj822 , @PaulMe , @Wrath_of_Khon , @Clove6060 , @Cgerman welcome. Your "Sense" should be waterproof, I swim 3,000 metres a day for about 90 minutes and have done so for more than 18 months. If your "Sense" face comes off contact "Customer Support" .

Cheers

[jamesj822]

Thankyou and sure agree on this popping off of the watch body! Frustrating as heck but hope since it’s still under warranty according to Fitbit CS, I’ll get resolution soon.  Agree with you wholeheartedly about not trusting it anymore to be waterproof! Thanks for your response and advice! 

[LizzyFitbit]

Hi everyone, and welcome to our new members. @Gr4ndp4 Thanks for your help.

Thanks for the details provided, as well as sharing some suggestions to get this resolved. Before anything else, let me clarify the Sense is swim proof up to 50 meters; and it was also designed to stand up to even the sweatiest of workouts. I understand your concern as this shouldn't have happened, and I'm sorry for this inconvenience. If you haven't done so, my best advice is to get in touch with our Support team so they can provide you with further assistance. Click here to get connected with them via chat or phone.

@jamesj822 Because you already have a case created, I'd recommend keeping an open communication with our team. They have specialized tools to evaluate your options and help you with this matter.

@Wrath_of_Khon While I'm glad you received a replacement, I'm sorry you're having other issues with your watch. To keep the forums organized, I'd encourage you to start a new thread so you can receive help from the Community. In the meantime, please check this help article which describes some troubleshooting steps to get the voice assistance working.

[Jblo12]

It just happened to mine too and its just been a month over a year.  I tried glue that should have worked, but it didn't . I'll try Gorilla glue next.

[PaulMe]

Hi Lizzy and ALL other forum moderators past and present.

PLEASE don't advertise that the Sense, Ionic, Versa and any other swim-proof Fitbit is waterproof to 50 metres. This is completely untrue. If it were true then these watches would be suitable for recreational SCUBA diving to the recreational depth of 40 metres. They would be guaranteed to flood if used for SCUBA diving at depth. I wouldn't recommend snorkelling either.

These devices are certified to the WR50 standard, or 5 atm (atmospheres) This is a pressure test and NOTHING to do with how many metres or feet the device is good for under water.

The Wiki for WR50 says; Suitable for everyday use, showering, bathing, shallow-water swimming, snorkeling, water related work, fishing. Splash/rain resistant. 

Water Resistant mark - Wikipedia

Regards,

Paul

[Gr4ndp4]

Hi, @PaulMe, I have worn my "Sense" almost (Holidays excepted) every day in our local swimming pool swimming 3,000 meters 6 days a week and 2,000 meters on a Saturday for 18 months. Each swim is followed by a hot shower without any problems. I'm not a SCUBA diver and do not take it into a sauna, I read the manual 

Environmental conditions

Operating temperature	14° to 113° F (-10° to 45° C)
Non-operating temperature	-4° to 14° F (-20° to -10° C) 113° to 140°F (45° to 60° C)
Charging temperature	32° to 95° F (0° to 35° C)
Water resistance	Water-resistant up to 50 meters
Humidity range	While Fitbit Sense can operate in humidity conditions between 0% and 100%, we recommend not operating in conditions over 60% for prolonged periods of time.
Maximum operating altitude	28,000 feet (8,534 m)

Cheers