Sense screen is detached

[Afshin]

I have purchased a Fitbit sense in Oct 2020, brand new from an authorized Fitbit seller sports store ‘Sports Check’ in Toronto, Canada. 
Woke up this morning and the screen is detached/came off, just like that! The watch is working and attached to the board. Contacted Fitbit, they are telling me “your product doesn’t meet the replacement requirements of our warranty policy.”. 
This is an absolutely unacceptable  customer service. The watch was purchased 4 months ago and still has 8 months of warranty left. How is it possible that Fitbit is not honouring their warranty???

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @Afshin, it's good to see you here in the forums.

Thanks for bringing this to our attention, as well for taking the time to share your feedback about this situation. Every feedback shared in the forums is always reviewed by Fitbit to improve our products and services. This isn't the type of experience that we want you to have and be sure that your comments won't go unnoticed. Because you already have a case created, I've forwarded your post to our Support team so they can evaluate this situation and provide you with more details about their resolution via email.

[Afshin · Accepted solution]

I’m happy to say that Fitbit have reconsidered and replaced my Fitbit sense, no issue. 

thank you for your support. 

[pyvonnew]

I had the same thing happen to my Versa 2 and they would not do anything since it was past the warranty. I ended up upgrading to the Sense. 

[Jen_5]

I went through four different Versa 2’s with detached watch faces in ONE year..😱 
I gave up on the last Versa and upgraded to a Sense, now the Sense has a similar  issues?😬

[LizzyFitbit]

Hi @Afshin, @pyvonnew and @Jen_5. It's nice to see you here in the forums.

@Afshin, that's great news! I'm glad you'll receive a replacement and thanks for keeping me posted.

@pyvonnew and @Jen_5, thanks for taking the time to share your feedback, I'm sorry for the experience that you've had with your previous Fitbit devices. Let me share that in every new product our team works to improve the quality of it and implement new features that can help you in this journey. Your comments are appreciated and be sure they won't go unnoticed.

[Małgorzatka]

We are at Sense number 4. By the end of the year we will probably exceed 4 different watches. And - each time it takes 1 month to get the replacement, so 3 out of 8 months we did not have any watch at all... For such a price - very bad product and service:-(

[LizzyFitbit]

Hi @Małgorzatka. Welcome to the Community Forums.

Thanks for taking the time to share your feedback. I understand where you're coming from since this isn't the experience that we want you to have with your Sense and I'm sorry for this inconvenience. Our team constantly works on our products and services, and feedback like yours helps us to evaluate our procedures and enhance the experience with them. I appreciate your comments about this situation and please know they won't be taken for granted. Because you have a case already opened, please follow up with our Support team so they can provide you with more details about the replacement process.

[Nravishsya]

I agree. I'm starting to look into other brands that offer the same features. I'm very annoyed with the constant issues.  I shouldn't have to go through 5 fitbits in 3 years.  They should offer warranties on replacements,  even if it's only via purchase. 

[Nravishsya]

I shouldn't have to keep paying for faulty hardware or software.

[LizzyFitbit]

Hi there @Nravishsya.

Thanks for joining this thread and sharing your feedback. I see your point of view about having this experience with your Sense. Fitbit strives to improve our products and services, and the input we receive from the Community is a big part of this process as we want to make sure we're delivering a product that meets your needs. I'm sorry for the inconvenience this has caused and please know your feedback won't go unnoticed. Because it seems you already have a case created with our Support team, let me recommend keeping the communication with them so you can receive further assistance.

[wafaanearat]

Same issue

[LizzyFitbit]

Hi there, @wafaanearat.

Thanks for letting me know about your Sense. I'm sorry that the screen is detaching from the main watch and given this situation, I'd recommend getting in touch with our Support team so they can evaluate your options and see what can be done to bring you back on track. Click here to get connected with them via chat or phone whenever you can. Please keep an open communication with them as I'm sure they'll be happy to help you with this matter.

[SunsetRunner]

My Sense screen has fallen off 3 times this year.

[LizzyFitbit]

Hi there, @SunsetRunner.

Thanks for letting me know that your Sense is falling off, and I'm sorry for this inconvenience. Because this isn't the experience that we want you to have, I went to review your details and I noticed you already have a case created with our Support team. It seems they're providing you with assistance, so please keep an open communication with them.

[MBB13]

The screen of my sense just detached yesterday and now the display stopped working too, the screen is black but sense is still tracking. It's rather strange that the screen would detach especially when it is suppose to be a waterproof item. I took exceptional good care of my Sense to make it last. I would definitely not want to even try to fix it myself. Luckily Fitbit will replace it.Thank you for that.

I would expect a highly priced quality product work or last for at least 5 years but the Fitbit products I had, Blaze Ionic, Sense didn't even last a year, except my Aria scale, that works fine. I wonder if it is a manufacturing issue. I'd suggest to Firbit, based on the bad track record to increase the warranty to 2 years to keep their loyal clients.

[SoloC]

Same thing just happened to me 2 hours ago smh. I'm waiting on word from the support team now. 

[ajoy97]

Same thing happened to me.  I have purchased several devices from Fitbit and they only last about a year.  My company provides incentives on their devices as part of our wellness program.  The quality is very poor and they do not want to replace or fix the devices, instead they sent a 35% off  code on a new device.  I purchased the Sense last year (May 2021) and after a few weeks, the battery would no longer charge.  They did send a replacement device because it was within weeks of my purchase.   I received the replacement device in July 2021.  The replacement device worked ok until the screen just popped off a few days ago. I never put the device in water or dropped it or did anything to cause the glue to fail.   I again contacted Fitbit and was told that the warranty team would not replace or repair the device but sent a discount of 35% on a new device.   There reason being that the warranty was 1 year from the original date of purchase.  No thanks!  This device retails for about $300 and did not last a year, actually a month.  This loyal customer is done!  

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I wish that I had read your post before purchasing.  I have had a similar experience,

[marksparkyryan]

Within 18 months, I've had two Fitbit Sense watches that have had screen adhesive failures. The screens just popped off in moderate heat. I was offered a replacement refurbished watch upon the first failure (and that was a smooth experience). However, it has happened again and I'm now outside of the original warranty period. Based on my experience, and reading similar experiences of others, I suspect this is a design/materials failure that probably can't be resolved long term with a replacement. In hindsight, I wish I had just returned the original watch.

[Panda48]

Same thing happened to me this is the 3 Sense from Fitbit that the face has popped off.  It was replaced in November of 2021 and I had to wait forever to get the replace.  Here I am again June of 2022 and the face has popped off.  I workout often and seriously looking to find another device.