Sense Screen just fell off

[tdl_III]

This is what happen to my sense, about 5 months into it.  Been working from home so haven't been "rough" with it.  Had a similar thing happen to a Fitbit versa which Fitbit sent me out a replacement for.  This time around, they had me mail mine back to them to review before giving me a replacement and it's been lost in mail for almost 2 weeks.  My interactions with customer care is going to cause an 9 year customer to move on.

 

Moderator Edit: Format. 

[lablover55]

That is why I asked for the replacement to be sent first. Never had to state that point before with Fitbit.

[AndreaFitbit]

Thanks for getting back to us @tdl_III and @lablover55.

I´m sorry to hear about your experience @tdl_III and thank you for adding your pictures. Our support team will contact you back.

Thanks for your feedback @lablover55. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  

Keep on visiting the forums. 

[Clove6060]

There’s a nice thread by Leowood that goes through a diy repair process. Might be warranted if it happens again and you don’t want to be without your device.

Search for “Tips to repair Sense screen detached”.  

[AndreaFitbit]

Thanks for getting back to us and for the advise @Clove6060.

You can add the hyperlink if you have it.

Keep on visiting the forums. 

[Clove6060]

https://community.fitbit.com/t5/Sense/Tips-to-repair-Sense-screen-detached/m-p/4903126#M28193

[AndreaFitbit]

Thanks for getting back to us and for sharing the link @Clove6060.

This will be useful for other Fitbit users.

Keep on visiting the forums. 

[fionafjs]

I had my screen lift and I went to a help site and then connected to an online chat. After taking photos etc I was sent an email with a shipping label. After getting out of lockdown I went to the post office to post and the label has expired. Now I can not find the online chat support and all the links I google go the Netherlands with Dutch - I am in Brisbane Australia.  So I went from thinking the service was great to wondering what had happened to make me so stressed, waited in line to get into the Post office, waited in line at the post office to be served, then the lovely post office assistant  couldn't print my label and I still haven't been able to send my expensive watch away to get fixed.

[Clove6060]

Customer Support contact:

https://myhelp.fitbit.com/s/support?language=en_US

[AndreaFitbit]

Welcome to the Fitbit Community, @fionafjs. I'm sorry to hear about wat happened with your Fitbit Sense and label.

I noticed that you already got in touch with our Support Team and that they are already assisting you.

Thank you for providing the Customer Support contact @Clove6060.

Keep on visiting the forums. 

[tdl_III]

@AndreaFitbit when do you expect I will hear from support and how will they contact me?  The previous tech told me he escalated the issue and I would hear something in 72 hours but that has officially past. 

[AndreaFitbit]

Thanks for getting back to us and for your question @tdl_III. I apologize for the delay in the response from our Support Team.

I updated your case and has a note from yesterday. I don't know the exact time of they will contact you. 

Thank you for your patience and for visiting the forums.