Thank you for reaching out. I would be happy to assist you further. Can I please have your full model number, serial number, and pictures of the symptom you are experiencing in a private message: http://bit.ly/2JH2rq2
Yes - They provided a prepaid shipping label so I could send the watch for repair. It was returned within a few days with the back re-attached. Great service, though a very odd channel for warranty repair.