Sense fell off from the wristband

[jobella1]

Had my sense for 3 months. Band broke within 2 months and they replaced the entire watch. Had this one a month and the watch just fell off while I waited for a train - literally just fell off and screen smashed. No replacement screen available - expensive 3 months I’m off to Apple. 

Moderator edit: added label

Moderator edit: updated subject for clarity

[EdsonFitbit · Accepted solution]

Welcome to the Fitbit Community, @jobella1.

I'm sorry to hear about the difficulties you experienced with your Fitbit Sense. Thank you for the information provided.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

Have a nice day.

[jobella1]

This does not solve the problem that I paid a lot of money for a watch to
wear for 4 months and now have to throw away.

[AlbaniaVersa]

hello,

i have 3 month using a SENSE and happed 1 week ago that the band go disconected by by the device and fell but nothing happened i reconected again the belt and was ok, yesterday i was swiming on the sea and after 10 minutes that the SENSE feld again but i was on deep sea and unfortunately for me i lost the device.

could anyone help me how to resolve this situation.

thanks 

[Gr4ndp4]

Hi, @AlbaniaVersa, welcome, Fitbit's warranty does not cover accidental loss or damage unless you have taken out the FPP extended cover. You will find wearable devices everywhere have similarly limited warranties. You may have recourse through your household insurance which will of course be subject to a deductible.

Everyone should note the need to check their device band is firmly connected to the device pebble, this video demonstrates the process on your "Sense" from 17.03 to 17.39. Note also third party bands may not engage in the latch if poorly made. If in doubt wash the pebble with soapy water to remove any grit that may be fouling the latch.

I hope this helps others.

Cheers

[AlbaniaVersa]

Hello,
there is not accidental lose or damage.
because of low quality of strap conection.
i was used it on normal way. i was doing sport as the reason why i have bought that device and the strip have lose conection and felt and this is not accident.

11va0zy9e6mzf
i have ordered this devise on 18/05/22

Sent from my iPhone

[Gr4ndp4]

Hi, @AlbaniaVersa, I think your best way forward will be to contact "Customer Support" and use the chat facility or phone for a prompt response. Alternatively, you can contact them via the Fitbit app.

Cheers