Sense screen detached from body

[BonMel]

Dressing for work yesterday morning noticed my Sense display screen flopping around on its ribbon cable.  Purchased for Christmas 2020.  I don't run, jog, or do other things that should stress the unit.  Did a support chat today, sent in a photo, and getting a replacement but not before I return the defective item for review(?).  I bought additional insurance because my experience with Fitbit products is not good.  I've owned 2 other models one of which was a Versa that failed several times.  Poor water resistance, weak band attachment and generally not a quality products for the price.  This will likely be my last Fitbit product unless and until product quality improves and Fitbit starts standing behind their products.  Should have longer warranties for defects like this.

Moderator Edit: Clarified subject and word choice

[LizzyFitbit]

Hi @BonMel. Welcome to the Community Forums.

Thanks for bringing this to our attention, as well as getting in touch with our Support team. I understand where you're coming from as this isn't the type of experience we want you to go through. Fitbit constantly works on our devices to improve the experience with them and the feedback we received from our members is a big part of this process. Rest assured that your comments haven't gone unnoticed.

In regards to your Sense, because you already have a case created, my best advice is to keep a open communication with our team so they can continue helping you with this matter, and bring you back on track.

[lablover55]

Tell support NOT to demand the defective equipment first.  I am going through the same thing. I now have have tier 3 support I guess and they want the picture of the box the fitbit came in. I got it for Christmas, as a gift. I don't keep those things around, Why is the serial number just on the box? I would think it would also be in settings, but only the MAC address is. Come on FITBIT, what gives? I never had so much resistance from Fitbit before..Are you trying to drive away customers?

[BonMel]

I contacted through the website text chat feature, not voice.  The Fitbit rep wasn't giving in on not getting the Sense shipped back first.  Wanted everything that came in the box too.  Shipping instructions emailed demanded item back before anything else would be done but Fitbit doesn't pay for a traceable shipping method so what happens if it goes missing in the mails?  They did no more than the least possible customer service possible in my opinion.  Said I'd get a transcript of the chat but that didn't happen either.  Of course I'm outside of the too short warranty period but did buy insurance based on my prior experience with other Fitbit products.  Almost certain this is the last money I ever spend on any Fitbit product. 

Fitbit talks a professional game but is playing little league ball!

[LizzyFitbit]

Hi @lablover55 and @BonMel. It's good to see you again.

I appreciate you for taking the time to share your feedback about the replacement process. Before anything else, let me explain that every case is handled individually and the requirements to fulfil a warranty claim are based on our Warranty Policy. I understand that you'd like to receive your replacement first and I'm sorry for this inconvenience. Your feedback hasn't gone unnoticed and my best advice is to reply back to the last email sent by our Support team so they can continue helping you with this matter and bring you back on track.

[lablover55]

Finally getting a replacement sent to me.

Sent from my iPhone

[lablover55]

I did the same thing, however, I refused to send mine back on 2 chat sessions. I said, I want my complaint to be sent to the supervisor. Finally, an email was sent by tier 2. They wanted the serial number from the box it came in. Are you kidding me? It was from xmas and I don't keep boxes that long. Good grief, and this info isn't on the watch itself? Wow..just wow. 

[BonMel]

Well, I don't see myself as being off the track.  In fact I think Fitbit needs to take a hard look at its customer service policies.  I feel that if anyone is off track it is likely the Fitbit company executives who have decided to treat customers so badly.  A 90 warranty is just not adequate for this product and given the number of customers with performance issues is a strong demonstration of the poor quality of the Fitbit Sense.

I've only received one email from Support and that was return instructions, nothing more.  I really don't think Fitbit gives a rats behind at this point and as a dissatisfied customer I will speak out about my experience with the Fitbit company, its representatives, and the products.

[LizzyFitbit]

Hi @lablover55 and @BonMel. I'm glad to see you here again.

Thanks for sharing more details about your interaction with our Support team. While I'm glad our team is has got in touch with you, I see where you're coming from about the replacement process. As mentioned before, every procedure followed by our team is based on the conditions described in our Warranty Policy. I'm sorry for this inconvenience and your feedback will be passed along so we can work on our services and improve them. Please follow up with your email case should you have any further questions.

[BonMel]

Been over a week since I sent the broken Fitbit Sense in as demanded before a replacement would be sent.  So far just crickets!  No follow up, no communication from Fitbit.  

Unsatisfactory customer service!!

[MissLissa127]

I also got a Sense for Christmas 2020, and I just filed a claim for a detached screen. This is the second time, because this problem happened a few months back on my original Sense, and today the screen did the exact same thing on my replacement device. Hubby purchased the accidental damage coverage, so I filed both claims through Square Trade and not the Fitbit warranty center. While it's really frustrating that there's clearly a design flaw in the Sense screen assembly when simple daily wear means that the device needs to be replaced a couple times a year with a $40 deductible, the customer service I received for both claims was great -- very straightforward, quick and simple, and I wasn't asked to return my device for review or anything. It covers my device for 2 years from purchase, too, not 100 days, which is a good thing if my screens are going to keep popping out of the base like they have. While dealing with Square Trade was a positive experience, I really wish that Fitbit would do something about their poorly made devices, because a tracker that costs ~$300 should last at least a few YEARS, not a few MONTHS

[LizzyFitbit]

Hi @BonMel. Welcome back to the forums. @MissLissa127 It's nice to see a new face around.

@BonMel Thanks for keeping me informed of your case, I'm sorry for this inconvenience. While I don't have access to your case, I'd recommend getting in touch with our Support team via chat or phone so they can provide you with more updates, as well as help you with any other inquiry that you may have about the replacement process.

@MissLissa127 Thanks for the thorough feedback and details about this situation. While I'm glad that you received assistance, I'm sorry you've gone through this experience with your Sense. Fitbit is always working on our products and the feedback shared in the forums never goes unnoticed as it helps us to improve their performance, quality and overall environment. Your comments won't be the exception and I'll pass them along to the proper team.

[BonMel]

After sending in my broken Sense on May 15, 2021, using the mailing label provided by Fitbit, and with no futher communications from Fitbit I resorted to calling Fitbit Support today, 6/3/21,  trying to determine status.  Supposedly Fitbit only received my return yesterday.  Not very likely in my opinion.  The whole customer service experience has been very subpar.  Not a Fitbit fan at this point!

Are Fitbit Returns so busy it takes a week or more to act?  Probably says something about quality of the products!

[LizzyFitbit]

Hi @BonMel. Welcome back to the forums.

Thanks for the details provided, as well as contacting our Support team. Before anything else, let me explain that when a device is returned, our team needs to confirm the return before they can proceed with the next step as part of our warranty policy. I'm sorry for the time the return process took, your feedback will be passed along so we can keep improving our services and your experience with them. Because our team is working on your case, I'd recommend to follow their instructions and get in touch with them if you have any other question.

[BonMel]

I understand where you're coming from but that doesn't excuse the abysmal
Fitbit customer service I've received. If this is the best that Fitbit can
do then the only solution is to exit the market.

[LizzyFitbit]

Hi @BonMel. Thanks for continued participation in the forums.

I appreciate your feedback about the replacement process and I'm sorry you've had this experience. As mentioned above, our Support team will handle each case individually and based on our Warranty Policy. While I don't have access to your case, I'd recommend replying back to their email so they can follow up with you and provide you with updates about your replacement. Please keep an open communication with them and rest assured your feedback won't be taken for granted.

See you around.

[BonMel]

Just to follow up with my personal experience with the Fitbit Sense. 5/14 Sense screen fell off.  5/15 sent the broken Sense in as demanded by Fitbit Support.  No further communication from Fitbit until 6/6 when the returned Sense was acknowledged to have been received and a second email on 6/6 saying the replacement order was in work.  Replacement shipping confirmation was received on 6/7 with expected delivery hoped to be on 6/10.  So barring no snags I should have a Fitbit Sense before the weeks out.  Hoping this one works, screen doesn't fall off, battery doesn't discharge overnight, or experience sync issues others have reported.  5 days short of a month to get warranty service from Fitbit. 

Should have taken the broken Fitbit Sense straight back to Costco for a full refund!  😒

[BonMel]

A follow up to my follow up.

Expected delivery of 6/10 has now slipped to 6/14.  Not impressed!

[LizzyFitbit]

Hi @BonMel. Thanks for participating in the Community Forums.

Thanks for your continued feedback about the replacement process. Before anything else, let me explain that delivery window for US is of 5 - 7 business days after shipping your order. That being said, if your order is still within that time frame, please wait a few days to receive your package. I see where you're coming from about getting your replacement sooner and please know your comments haven't gone unnoticed, and will be passed along to the right team. You can always reply back to the last email set by our Support team if you have any question about this process or your replacement.

See you around.