Sense screen got damaged due to the wristband

[JessLeigh004]

Let me be very clear- 

I love the Fitbit Sense. I DO NOT love the band and at this point... FITBIT!  

PROS: The Sense really helped me understand and fix my sleeping problems. It helped me understand what was going on so I could relay that to my doctor. I learned something new every day.  I honestly could go on and on but that's not why I'm writing this. 

That list of Pros will be the last thing I ever say good about Fitbit. 

Cons: There are only two. But you see, these two things are VERY BIG THINGS!

1. The Fitbit Sense band - Didn't hold and my brand new $300 watch hit the concrete and shattered. I saved for that watch. I'm not made of money... No, nothing hit it. Yes, I read about everyone who had problems with the band  so I double checked the band every day; almost like an obsession! No, I didn't realize I didn't get a warranty with my purchase. I thought I pressed 'yes' when asked.  User error... But, again, the band just gave way! 

2. Fitbits so call 'help' -  I have been off and on with fitbit and the so called help they provide. I have sent in pictures, I have filed a claim, I have jumped through ALL the hoops and still ... Some cookie cutter BS as to why it isn't covered. The original band it came with, from fitbit, gave way and fitbit is just sitting on their hands! 

I never leave reviews; I just always assume I didn't read it right or something. You know, user error lol. But this, this is unacceptable. 

To end my rant I will say this... When I find tech that I LOVE, I tell everyone and anyone willing to listen. I dang near yell it from the roof tops. I did it with my Fitbit Sense, and all my fitbits before. Now however, now I will tell anyone and everyone to stay away. Because let's face it, I just put $300 of my hard earned money in the hands of a Fitbit product. Then said product is faulty and Fitbit doesn't give two shakes! 

Don't bother with anymore automatic responses please. If you can't offer a viable solution to this situation then no need to even respond because I will no longer be a 'Fitbit customer'. I can't just throw money to someone who doesn't even care that their OWN product is faulty. Yes, there are lots of other people having band problems! I will be sharing this post on all platforms and hopefully it will save someone from wasting their hard-earned money on a company that doesn't care. @Fitbit  

Moderator Edit: Clarified subject

[Clove5858]

No problems here. (knock on wood)

I’ve even bought the black/lunar white sport band, plus a few non fitbit bands on Amazon to dress it up.  They all are holding.

[JessLeigh004]

Please be smarter than me and get insurance, a warranty, something... Anything to make sure someone will fix the screen because fitbit will not. All I have been getting is the same thing. I'll get a team on it, bla bla bla, I'm sorry it doesn't cover, thank anyway! I hate how I am seeming to be 'that person' or 'that girl' but ugh! Good luck!!! I really hope your watch lasts! It's an amazing watch! 

[MichelleRenee]

I'm having MAJOR ISSUES with the band to my FitBit Sense.  The bottom of the band won't stay in place.  And it doesn't matter if it's a band received from FitBit - I have three - or an Amazon purchase - I have five.  They will NOT secure in to the bottom of the device.  I've attached pictures to demonstrate how the bottom is blatantly not secure.  It falls off CONTSTANTLY. 

Luckily I've been working & working out from home so aside from the time it fell off in my sleep and couldn't find it in my bed - I've been fortunate that it's either landed on carpet or the workout mat - but at some point I will go back out into the world and don't want to to lose it entirely - or one of those life moments where it falls off, I see it and it shatters in slow motion.  I spent a lot of money on both the FitBit AND the bands.  I should feel secure that my purchase isn't literally just going to FALL OFF MY WRIST because I dared sneeze in that direction.  I'm so frustrated!!!!!! Everyone says "why don't you have an apple watch?" I've been with FitBit since the original Flex came out.  I've been faithful and I don't want to leave - but if this thing falls off and shatters - I will be forced to leave my allegiance behind.  Please help me resolve this!  

[JessLeigh004]

Thank you! I can't go to apple, I love my google and android but I understand! Yes, I'm going to have to switch 

[JessLeigh004]

Yes!!! I have a few different bands. All of them kept slipping apart but they always landed somewhere safe. Until this one time with the freaking original band?!? That's crazy to me! I feel like I'd have better luck if it was because a 3rd party band and not for it's! 

[LizzyFitbit]

Hi @JessLeigh004, @Clove5858 and @MichelleRenee, it's nice to see you here in the forums.

Thanks for sharing detailed information about your experience with the Sense and for the pictures shared in this thread. I see where you're coming from about the damage on your Sense and I'm sorry for this inconvenience. While our warranty policy doesn't cover accidental damages, for the ones that haven't done so please get in touch with our Support team to see if anything else can be done for you. Click here to get connected with them via chat or phone.

Fitbit strives to improve the experience with our products and services, and the feedback we received from our members is a big part of that process as it helps us to evaluate our procedures and make sure that we are delivering what our users want and need. Be sure that your comments haven't gone unnoticed.

See you around.

[Clove5858]

Looks like based upon the warranty policy Lizzy provided, you may have a case for remedy under defective workmanship. 

Good luck and let us know the outcome. Others with similar issues would benefit.

[JessLeigh004]

Thank you! So far nothing @LizzyFitbit  just same, gave info and then nothing... 

If something happens I'll be sure to update! 

[LizzyFitbit]

Hi @Clove5858 and @JessLeigh004. I hope you're doing well.

@JessLeigh004, thanks for keeping me posted. While I don't have access to your case, please keep an open communication with our team so they can evaluate your case and provide you with more details about their resolution. Due to the current events affecting our operations there might be a delay in their reply,, but be sure that they'll get in touch with you soon.

Have a good day.

[MichelleRenee]

Why is this automatically considered "accidental damages"?  At no point did I say anything about this being a "new development" or "recently started noticing" - this has been an ongoing issue and it's not new.

[LizzyFitbit]

Hi @MichelleRenee, it's good to see you again.

Thanks for taking the time to share your feedback. For any situation experienced with a Fitbit device it's recommended to contact us through the Help Forums or contact our Support team. I understand that you've been having that issue with your Sense, for that reason please click here to get in touch with them via chat or phone so they can create a case for you and provide you with further assistance.

See you around.

[hudson552]

The band is terrible!  I came here to see if anyone else was having the same issue.  My watch falls off constantly.   I would never buy this watch again.  Total waste of $$$.  

[Kit-Kit]

Thanks for the heads up. I was considering "upgrading" from the original versa but I'm definitely gonna keep my "bands" in my wallet (ha, get it) for a far less faulty and supported product. 

[SunsetRunner]

One reason not to have the Apple Watch is the pitiful battery life of about 18 hours between charges.  Unless you remember to recharge no sleep tracking for you!

[LizzyFitbit]

Hi @hudson552, @Kit-Kit and @SunsetRunner, it's good to see you around the forums.

@hudson552, thanks for joining this thread, I'm sorry for the experience that you've had with your Sense wristband. Given this situation, my best suggestion is to get in touch with our Support team so they can evaluate your case and provide you with assistance. Please click here to get in touch with them via chat or phone.

@Kit-Kit, thanks for sharing your thoughts about this issue. As mentioned before, Fitbit constantly works on our products and services to improve them based on our members feedback, be sure that your comments won't be the exception