Sense screen has detached

[katalina]

I need some advice on repairing or replacing Fitbit Sense face that became separated from the base. It still works although there is some screen distortion. I bought it at Costco, but because it’s past the 90 day since purchase they were unable to replace the device. Any advise?

Moderator Edit: Clarified subject

[SteveH]

As Costco are an approved retailer you should be covered by Fitbit's warranty as long as it's not older than a year. If you contact customer support via contact.fitbit.com they'll be able to advise on your options.

[LizzyFitbit · Accepted solution]

Hi @katalina, welcome to the Community Forums. @SteveH, thanks for stopping by, your post is very helpful!

@katalina, I'm sorry for the damage experienced on your Sense. Currently Fitbit doesn't have a physical store or place where you can take your watch for repair. However, I'm glad that you followed our friend's suggestion to get in touch with our Support team. I've been informed that your case is under review and you'll receive further assistance via email. Due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

[katalina]

Honestly, I’ve use Fitbit since 2014 and have loved your products’ performance, but I’ve had more than one Fitbit product returned due an early death from poor design/materials. I’d hate to have to change health tracker because your company can’t seem to make a reliable product. And I’d also feel obligated to have to share my views about poor production and design. Please fix the mechanical, structural and battery problems. Otherwise your products are ultimately useful. Don’t disappoint me. I want to remain a Fitbit customer

Sent from my iPhone

[katalina]

My Fitbit is currently covered under their 90 day technology/electronic warranty. My Fitbit was 10 days past that warranty. Go figure. Honestly, 100 days of service is not acceptable 

• No options. 10 days past warranty. 100 days of usage  Not acceptable for  a $300 product 

Moderator edit: updated post.

[LizzyFitbit]

Hi @katalina, thanks for your continued feedback about our Fitbit products.

I understand where you're coming from and I'm sorry for the inconvenience that you've had with them. This isn't the experience that we want our members to have. Your comments won't go unnoticed as they'll help us to work on our products, improve their performance and your experience with them. Because you already have a case created, please keep an open communication with our Support team so they can help you with this matter.

[PeggyH7671]

I agree same thing just happened to mine.  No fault of my own. Just separated from base yesterday. I called Fitbit and out of warranty by a year. Been a fitbit user for 8 years. Had Ionic and Fitbit recalled so I got Sense. I have loved it but very disappointed in a 35% off of a new one again. Fix the problems Fitbit!!

[LizzyFitbit]

Hi there, @PeggyH7671.

Thanks for letting me know about your Sense, I'm sorry this happened to you. Fitbit is always working to improve our devices and the experience with them, and the input we receive from our members is a big part of the process. Because you're in touch with our Support team, my best advice is to reply back to them if you have more questions about your case.