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Sense has Screen detachment

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎05-08-2023 17:18 - last edited on ‎05-13-2023 09:31 by Fitbit Moderator

‎05-08-2023 17:18 - last edited on ‎05-13-2023 09:31 by Fitbit Moderator

I am done. This is the 5th time I have had my screen detach.


The first 3 times happened with my Fitbit Versa. Fitbit replaced it the first 2 times then offered a discount for a new device when it happened for a 3rd time.

 

I upgraded to the Sense hoping it would be an improvement and this morning for the 2nd time the screen detached. They have replaced it once already and now it is outside the warranty (this replacement has lasted approx 10 months). So once again they have offered me a discount to purchase a new Fitbit. As a result in approx 2 years I have had 5 Fitbits. I never wear it in the water I always take it off. 

 

I see in these forums this has been an issue for others. I am incredibly frustrated and disappointed that this clearly known design flaw has still after a few years not been corrected. 

 

Moderator edit: clarified subject.

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8 REPLIES 8

‎05-09-2023 13:20

‎05-09-2023 13:20

My Fitbit Sense screen detached also.  I Never wear it in water so I am not sure why this would happen.  It is outside the warranty so I guess I am stuck.

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‎05-09-2023 15:18

In response to GreyLexie

‎05-09-2023 15:18

I read on another post to use this particular glue and it works well. I’m going to try it and hopefully it will hold it in place until I can save up money to buy an Apple Watch. It’s called 

B-7000 Glue, 110ML Multipurpose High Grade Industrial Adhesive 
 
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‎05-10-2023 07:01

In response to Seechelle

‎05-10-2023 07:01

Thanks for your help and input.

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0 Votes

‎05-10-2023 14:01

‎05-10-2023 14:01

This just happened to me, too, and it's the second Sense it's occurred on. I'm going to switch to a different brand; no more Fitbit. Thanks for the tip on the glue for a temporary fix. 

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0 Votes

‎05-11-2023 12:22

In response to MontanaMM

‎05-11-2023 12:22

This happened to my wife's Sense - it was still under warranty so we were told to send it off to be repaired.   The day prior to it supposedly being returned, she had an email to say it couldn't be repaired & a new one was being sent.     The paperwork that accompanied the 'new' one showed it was actually a reconditioned device - it has been working well but, with reading these posts, I'm concerned it may happen again.   If it does, I agree that another brand may be our next step.  

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‎05-12-2023 08:49 - edited ‎05-12-2023 08:50

In response to Doug11

‎05-12-2023 08:49 - edited ‎05-12-2023 08:50

Something to know with the replacements. They will only replace during the one year warranty for the original one you bought not for each device. So once you hit the one year warranty for the original device you bought they will no longer replace a replacement even if the replacement only worked for a few months. The replacements do not come with a warranty. After your warranty they will send you an offer of approx 30% off the purchase of a new device. 

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‎05-12-2023 08:54

‎05-12-2023 08:54

UPDATE when I received the email saying no longer under warranty and here is your discount to buy a new device I emailed them back saying I was very disappointed and frustrated that this is clearly a known defect based on what I have seen in the community forum and my own experience of  having it happen 5 times. This was their response (to which I replied calling it an inconvenience was insulting seeing as how much money it has cost me)

*********

We hope this email finds you well, we apologize for the delayed response.

We do apologize for the inconvenience as we cannot guarantee how long it would last since we do receive different reports with different life spans.

To be honest losing you as a customer would be the last thing that we wanted to happened. While we do not know what other electronic companies has to offer, I would like to let you know that our Fitbit trackers are compatible with different devices like android, windows etc., unlike the other Fitness trackers that have limit when it comes to compatibility. Nonetheless, the discount has a 30 days validity so you can have the entire month to decide.

If you have any questions about your Fitbit device or services, visit www.Fitbit.com 

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0 Votes

‎07-08-2023 07:39

In response to Seechelle

‎07-08-2023 07:39

I've had the same issue. I bought 3 Versas over the past 5 years as this is the same story that I've experienced. The screen comes off within 3-4 months. I contact Fitbit they take 1 month to get the new one out. It happens again and again. I'm done too!!! It's ridiculous that they are still manufacturing such a poor quality product.  🙄 

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