Sense Screen just fell off

[Anadri]

Was watching TV earlier with the wife, went to check a notification on the watch and the screen just.. Popped off. I didn't even touch it. I haven't been rough on it, I haven't dropped it, I haven't knocked it on anything, so I don't know why the screen would just come off like that. Has anyone else had this issue? (Got the watch in September 2020)

[kellygoforth]

Wow that's crazy, hope it doesn't happen to mine!

[BonMel]

I would anticipate having the screen lift or pop off.  Be very careful with immersion.  As the adhesive that retains the screen begins to fail any immersion will fry the circuits ruining the watch.  My thoughts are that heat tends to soften the adhesive over time resulting in screen retention failure.  I think this is a known issue that FITBIT has failed to adequately address.  I'm done with FITBIT.  I see no reason to buy products from any company that are not reliable or do not deliver good value.  

[Gotcha8484]

The Sense was my first ever Fitbit product and I was looking forward to having all the health benefits and the ability to keep better track of my phone notifications. However after only a few months after purchase, the screen popped out of the frame. No biggy, it was under warranty and they did replace the main unit. However the new unit did it as well, just outside the warranty period. So I went to asurion and they "glued" it back together for a small fee. However, just after a month of getting my Fitbit Sense repaired for the same issue, for the 2rd time; it did it again for a 3rd time... Why didn't they screw the screen in and glue the bottom that's stuck between the frame and your wrist; and would have a harder time coming out due to centrifugal force?! This obviously keeps happening, not just to myself, but many others. They need to go back to the drawing board for the design. Heck they can even take my idea, for a small fee of course 😏. As long as they keep their products from literally falling apart on their customers.

[BonMel]

I repaired my wife's Sense using B7000 adhesive.  Only takes a small amount and can be sourced from Amazon for a few dollars.  How to videos are on YouTube.  Only takes a few minutes then a day or so cure time with the screen held down with rubber bands.  Does take care and no idea if waterproof after repair but straight from Fitbit you can't rely on the device being waterproof.  

I will not buy any additional Fitbit products, just not reliable and Fitbit Customer Service is dismal.  They were a better company in the early days before Google bought them.

[Clove6060]

Nice job BonMel. It’s refreshing to see someone take an initiative and diy.  The process has been stated for over a year in the forum yet rarely does someone report doing it. Agree whole heartedly on the waterproof stmt as well. 

[MoniqueMc]

I'm quite sure they have enough information to know this is a problem.
That's why there is only a 1 year warranty. I was loving my Fitbit gadgets
but after this I felt abused as a consumer. I would not continue with
Fitbit as they really don't care after the warranty expires.

[BonMel]

Well it's not all roses. The screen on my Sense came off again after paying $40 at a local shop to reglue it.  Attempted same repair on mine and the screen didn't come on. Would charge and thump but not display.  Now I can't get the screen off to check the cable it's glued so well.  So I fix my wifes but failed fixing my Fitbit Sense.

[BonMel]

Of course they do but Fitbit has not taken care of its customers on the screen detachment issue.  Not the kind of company I want to be associated with.

[Klwaller]

Neither did I!

[JPWhite]

Same happened to me today. I used superglue to reattach the face. I'm sure it's no longer waterproof, no more swimming. I did swim just a few weeks ago, must have got lucky it didn't fail then. If the superglue doesn't hold firm then I will have to try epoxy.

Here's what it looked like when it came loose.
https://photos.app.goo.gl/sfR9nHYb6pRi33Jw8 

[JPWhite]

Update to my earlier post:
I did contact support via chat and they emailed me with warranty information. Turns out I purchased the 2 year protection plan when I first got the watch. I submitted a claim. The only bummer with this plan is there is a $40 deductible payable at the time you submit the claim. You don't get an adjudication and *then* get asked for the deductible, Allstate get your money upfront which is kinda cheesy. If they refuse my claim for some reason I hope there is a refund of the deductible available. The Allstate email tells me that I should get an adjudication decision within a day and they will contact me with actions to get the new Sense.
The process of submitting the claim is very easy, they knew all the details of the Sense including serial number and my address. Just a series of clicks and it was done. Took 2-3 mins tops (you have to register as a squaretrade user to login and access this info). Registering takes longer than claiming. The process was easy enough.
Not often one comes ahead when buying extended warranties.

[sdallen]

I first had my screen fall off in 2021.  At that point, it was still under the 1 year warranty.  I contacted CS and it was a real pain to get a replacement.  They needed photos in jpg format and I had pdf.  After redoing the photos and talking with a real person, I did receive a new Sense watch.  The one with the detached screen still worked so I used a rubber band and some silicone glue to hold it together until I got the new one. 

The second one lasted a little more than a year so no longer under warranty.  This time it came off when I was sleeping and a connector came undone so the screen wasn't working.  Ordered a Torx T3 wrench to remove the metal cover; got the connection re-established and that one still works.  I also ordered a flexible screen protector that fits over the entire screen and edges of the case (Amazon, $8.99 for 4).  I didn't bother to glue the screen back and have worn the Sense with the screen protector for almost a month with no problems.  Of course, it's no longer waterproof.  Note that I am in my late 70s and do not usually find myself in situations where I would mistreat my watch. 

Just got my new Sense today and, after the apparently inevitable problem of setting it up, it now works and is starting with a screen protector!

Very poor engineering that should be fixed.  Once is a manufacturing glitch; twice is a design defect. 

[brewitzer]

I've had this happen to my last 3 Versa watches and now my Sense watch about 3 weeks ago.  You'd think I should've learned my lesson by now and bought a completely different watch! I'm really disappointed in the quality of these watches!

[C.Jo]

Someone posted directions here somewhere on how to put the screen back on. I did it and it was really easy and I'm confident that it's more secure now than is was brand new considering it's crap from day 1. 

[HyTeK]

It’s buried back in this thread. 

https://community.fitbit.com/t5/Sense/Sense-Screen-just-fell-off/m-p/5111481/highlight/true#M47501

[BonMel]

I would suggest using B7000 adhesive.  Takes a very small amount.  Can be sourced at Amazon.

[djcmount]

It will.  

[djcmount]

So much this.  Why should I pay to purchase yet another product with the same flaw?  I mean it's cute they'll offer you 35% off SOME items on fitbit.com for the next 30 days, but I'd really want more before spending more $$$ on something that's going to fail (based on the very numerous identical cases).  
Even a response along lines of, we're sorry, our engineers are working on a redesign to address this.  We don't have an exact ETA, but it might be within 1 year.  Either:  Here's a code good for the new redesigned product for 50% off / Please contact us when the new product is on market if you're willing to give us another try.  
I understand why financially they're disinclined to replace a bad product outside of warranty, and I'm pretty sure legally, they're in the clear, as there was only a 1 year warranty.  It just would be nice to try harder to retain customers.  

[Bella0726]

Sent from the all new AOL app for iOS

[BonMel]

Follow up to the repair of my wife's Sense.  Screen lifted a couple of months after repairing with B-7000 adhesive.  We were on a cruise and only had some super glue handy to attempt another repair.  The lack of any mechanical retention is a big problem in my opinion.