Fitbit Sense screen has come off

[SunsetRunner]

Hi all my Fitbit Sense that is 11 months old has broken, the screen has detached from the main body of the watch. I have seen many reports of this happening to the latest generation of Versa's but has this happened to anyone else on a Sense? I'm in contact with support and have sent photos.

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @SunsetRunner.  

Thank you for all your feedback and the details that you've provided regarding the problem that you've experienced with your Fitbit Sense. 

I've sent your information to the Customer Support team for further assistance with this, and was indeed informed that you already have a case created or that you already got in touch with them. In this case, they will let you know how to proceed. 

Have a great day. 

[JessMarie316]

My screen just did this today I've called and have been getting the run around from Fitbit and Bestbuy......... I Purchased my Sense in January 2021

[SunsetRunner]

FYI Fitbit have ordered a Replacement/RMA for my Sense, customer support have been great

[DavideFitbit]

Welcome to the Fitbit Community forums, @JessMarie316. 

Thank you for sharing that you've been experiencing the same inconvenience with your Sense watch. 

It's good to know that you were able to get in touch with the Customer Support team for further assistance. Keep in mind that they always need to verify that you've exhausted all troubleshooting options available and may require some extra information, but I do recommend that you continue the assistance process with them and let them know that you already tried the steps suggested. They will let you know how to proceed. 

@SunsetRunner That's great news, thank you for sharing your experience with the Support team. 

Have a great day.  

[JessMarie316]

They went over no trouble shooting at all and he didn’t seem like he wanted to help he sent me an email and I haven’t heard anything since. At this point it was a waste for me to invest that much money into something that just feel apart

[Wackey]

Yup mine did it at 11 months . U should still be under Warentee . They sent me another I think refurbished . Not happy . Doesn’t seem to want to charge and button is difficult to use . For what it cost I am upset . At least call them and try to get a replacement before it goes past 12 months 

Moderator edit: format

[DavideFitbit]

Hi, thank you for you reply and confirming that you already got in touch with the Customer Support team, @JessMarie316 @Wackey. 

In this case, since you already tried all the troubleshooting steps suggested, I recommend that you continue the assistance process with the Customer Support team. Please let me know if the steps that you already tried so they can provide you with further instructions or can inform you of the options that are available for you. 

If you feel the e-mail to chat Support is taking too long to respond, you can also give us a call. Click here to get connected. 

Have a good day. 

[JessMarie316]

I was told to send pictures of it with a reference number haven't heard anything I sent them twice the last time was 9/19/2021 and i haven't gotten any type of response. I've called before and the rep was less than helpful, I loved my sense but I don't think i'd buy another fitbit after this. 

[Wackey]

That’s weird . Did u try messenger they respond right away . I did both called too . They sent a new one and I sent the old one back with a prepaid mailer they r mailed me . Try messenger let them know what’s going on .

[DavideFitbit]

@JessMarie316 Thank you for your reply. 

That seems like an unusually long time. I've sent your information to the Customer Support team so they can review your case and you should be receiving a response soon. Thank you again for sharing all your feedback. 

For a faster response, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a good day. 

[JessMarie316]

They want me to start the process over again that’s not helping me this is the worst experience I’ve ever had with any expensive purchase I have ever made. 

[m-umar]

Please whenever you have a tech issue and at the time of very 1st contact always ask for reference for future communications. I agree with you team is too quick to resolve or close the incident requests. Fitbit needs to make sure issue is resolved to the satisfaction of the customer before closing the incident and also the chance to reopen it if it is not resolved.

[DavideFitbit]

Hi, thank you for sharing that you've been experiencing this inconvenience with your Sense watch, @JessMarie316. 

It seems that you were able to get in touch with the Customer Support team again for further assistance with this and they've provided you with some instructions.

Have a great day.