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)

[SteveH]

I seen quite a few posts from people reporting this problem with the Versa but this is the first I've seen with the Sense. Fortunately, you should still be covered by the warranty so it's worth contacting customer support: contact.fitbit.com 

[Nat.Estrada]

Mine just popped off an hour ago while I was laying on the sofa. This is the latest in many, many issues I have had with Fitbit devices. I’m pretty well done with Fitbit.

[JuanFitbit · Accepted solution]

Hi @SteveH ! Thank you for your help and information provided. 

@Anadri @Nat.Estrada ! A warm welcome to the Community! Thank you for your reports. 

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

See you around. 

[Seve68]

Hi Anadri

sorry to hear about your problems with the sense . I’ve mine for less than 30 days and the screen has cracked and informed customer services today and might as well talk to the wall, not interested, and don’t care. 
in my opinion I’ve had problems with Fitbit’s in the past and had tried to stay clear and received a sense as a gift recently and must say impressed with it but now the screen has cracked . Will never purchase another one again. 

[Chrissy72]

I had the same problem. Was at work, when I realised the screen was hang off. Tried to pushing it back on but wouldnt stick. I think the glue melted. The classroom I work in in extremely hot - three fans on. John Lewis were dubious and stated its never happened before but issued a brand new one off the shop floor.

Two days later my daughters versa did the same thing, she purchased hers from Very.  Actually scared to wear my new one on hot days now. So reverted to my old steel watch. 

[Delhia]

This just started happening with mine yesterday.  I called customer service and was within my warranty period so they are sending me a replacement.I’ve only had my Sense for 7 months.  I’m glad they’re replacing it but wondering if it’s going to happen again.

[JainMeena]

My replacement Fitbit sense's screen is also popping out. This product is bad. 

[Clove6060]

I’m thinking those TPU watch protectors that wrap around the watch are great at holding the watch together. I beat the heck out of mine doing yard in 90 degree heat and work out. Never take it off but to clean and charge.  No issues with separation. 
In service since 11/3/20

[JuanFitbit]

Hi everybody. Thank you for your reports and feedback. In this case the next option ist do chat with us or give us a call. Please click here to get connected.

Hope this helps 

[BonMel]

An acknowledgment by Fitbit that the Sense screen falling off is a known issue that the company is addressing and customers will be taken care of would be comforting.  Silence is not comforting nor builds confidence in this or future Fitbit products.

[JuanFitbit]

Hi @BonMel . Nice to see you around. Thank you for your message and feedback. Please be assure that your comment won't go unnoticed. 

Our goal is to improve our services and products, and all your feedback will help us into achieving it. 

See you around

[BonMel]

I appreciate your reply but nothing stated so far indicates that Fitbit is taking ownership in the issues, such as the screen falling off, with the Fitbit Sense.  What motivation would I, or others, have to purchase future Fitbit products if this is an indication of what we consumers expect from Fitbit?

Thank you.

[JGaddy]

Same thing happened with mine. The adhesive holding the face plate on is rather thin. Mine fell off during a run. I talked to tech support and they quickly replaced my watch. 

[Clove6060]

For those of you outside warranty and have the ability and inclination to use glue, below is a good diy process provided by a forum member.

What have you got to loose? 

P.S. or take it to a time keeper and let them seal it back up. 

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

[smurphette]

Happened to one of my Versas (can't remember if 1 or 2) so disappointed to hear it's happening with Sense too.  If Fitbit didn't do sleep tracking and a few other things well, I'd have ditched them years ago. Quality control is APPALLING. They always break. Fall apart or stop working. Thought Sense would be better than smartwatch because of better battery, but even that hasn't worked out!

[HyTeK]

Mine just popped off today. Have had mine since release of the Sense. (Nearly a year without issues)

Yesterday I was working in the direct sun for about 8-10 hours where it was around 100F out. Not a normal day for me and wearing the sense. This morning it popped off. The issue is definitely heat related. 

I’m going to take mine to a proper watch repair. We all know a Fitbit replacement will have the same crap glue holding the face down, so why would I torture myself waiting for it to come loose again? Just get it done right. 

[Clove6060]

Very intelligent decision to have it repaired professionally.  They’ll make sure the seal is watertight. 

[Nravishsya]

I have experienced this on so many occasions, have gone through 3 Fitbit Sense's and 4 Versa's (light, regular, didn't matter) all had the same issue. This most recent purchase I added the extra 2 year warranty. I have had to contact CS Support over this countless times.

Is Fitbit doing anything to fix this issue with the glue or screen design?

[BonMel]

After receiving a replacement for the Sense that the screen fell off thought I'd be in good shape for awhile.  That's before taking the replacement Sense in the pool.  Failed within seconds of immersion.  I just completed a text chat with Support and am happy to report a very good experience.  After basic trouble shooting steps to confirm failure I was confirmed eligible for a replacement, email received permitting exact replacement at no charge or 50% off a new model.  Selected exact replacement and emails received indicating order processing.  This is how product support should work.

Not sure why my earlier experience was so bad compared to this time.  Has there been some changes at FITBIT or was this an acknowledgement of  substandard merchandise?