Alta HR band coming off

[SJ57]

I have been having an issue with this band staying on. Almost lost it a few times.  Talked to support and I am out of warranty.  After reading all these other people having the same problem. It makes me think there is a flaw in the design. I shouldn't have to pay for a new band if they are having issues with their design.

Moderator edit: Updated title for clarity

[Coleen77]

Hi my band keeps doing the same on both sides! I was bought it as a Christmas present in 2018 but surely they should last longer than 12 months!? 

I heard they may have a fault with them but I’m not sure what to do next so any advice would be appreciated.

Thanks 

[FerdinandFitbit]

Hi there @SJ57 @Coleen77. A warm welcome to the Fitbit Community Forums! 🙂

@SJ57, I'm very sorry about this situation. Thanks a lot for taking the time to let us know! Unfortunately, if you're out of warranty, there's not much else that I would be able to offer, so I apologize about this inconvenience.

@Coleen77, I've escalated your case to our Support Team for them to help you out with this. Please, keep an eye on your inbox for more instructions and if you need more help, feel free to let me know!

Anything else you may need, I'm always around!

[macrisf]

Same situation. Every 6-7 months the band comes off. Fitbit do not replace it. Fitbit did not want to replace it. Apparently they prefer to have dissatisfied customers. They pretend customers spend money in new bands every 6-7 months !!! The same situation happened 3 times en 18 months I have the Alta HR.  It is ridiculous and unacceptable!

Moderator edit: format

[SJ57]

That is exactly what they want me to do.  Not going to happen for $29.95.  So it can happen again.  ☹

Not an acceptable answer.  Way to stand behind your product.

Moderator edit: Merged replies

[FerdinandFitbit]

Good to see you again in the Forums @SJ57  @macrisf !

I'm very sorry to hear that you're not satisfied with what was offered by our Support Team. At the moment, I wouldn't be able to offer anything different since this has been stipulated in the warranty policy that you can check here.

I'll be sure to share your feedback with our team as it is very important for improving our products and services.

Anything else, I'm here to help!

[A-Rock]

My HR bands have been a complete nightmare. Original rubber never stayed on correctly so I purchased the stainless steel band accessory for an additional $99. Well, that too broke as it wouldn’t stay latched on. I contacted Fitbit who sent a replacement band which ALSO broke this time only after two months of use! Now I am out of warranty with a total of 3 broken Fitbit bands and Fitbit “is not able to send a replacement” and clearly has no intentions of fixing the blatant manufacturing defect issue.  The last I spoke to them, they offered me “free shipping” on a replacement. Did I mention the stainless steel bands are out of stock and impossible to find??Gee I wonder why!!!

I’ll never buy another Fitbit or Fitbit accessory and highly discourage anyone from buying the ALTA HR. 

I never would’ve anticipated so much headache from a gadget intended to be helpful!!

[SJ57]

They don't stand behind their products when they know that there is a defect in them... Response is nothing they can do.   It should go beyond the warranty if you have so many people having an issue with this.  Wont buy again and will discourage others from buying also.

[A-Rock]

Sent from my iPhone

[v7stoev]

Extremely disappointed in fitbit's customer support. I have taken such good care of my watch and held fitbit to the highest standards. To see that Fitbit hides behind the technicality of a 1 year warranty is horrible to say at the least. These bands are not made to last and I will not be buying or recommending a fitbit to anyone ever again. 

[A-Rock]

Did you or anyone receive a survey after contacting customer service? 

Im conflicted since the gentleman was so polite and was only following the rules set by Fitbit / yet the overall “helping the customer” aspect of customer service was simply nonexistent. I’d hate for the fellow to be penalized for poor company policy on a defective product. 

[DavideFitbit]

Hello @A-Rock, thank you for sharing all your feedback about the the products, I know this can be frustrating, and Fitbit is constantly working to improve quality. Thank you also for confirming that you already contacted Customer Support team about this.   

Thank you for your feedback as well @SJ57, @v7stoev , I'm sorry to see the experience with the wristband has been negative. The Customer Support team needs to adhere to the warranty policy, which will start from the date of purchase, however, it is important to keep improving the quality and all comments received from users are helpful to achieve this. 

I hope to see you around in the Community forums. 

[Csl1]

My Fitbit AltaHR band has come off on one side. I just went back to the store we purchased it from and was told they don’t carry them except for the leather ones that were $80! For that price I may as well get a new Fitbit but if customer service won’t do anything then my next tracker will not be Fitbit brand for sure! If this is a common issue with this particular style then they should be willing to do something! 

[A-Rock]

It seems even the more expensive straps, like the stainless steel one I purchased, all have a manufacturing defect that Fitbit continues to ignore. Very disappointing to say the least!

[SJ57]

Keep saying the stand behind the warranty.  This should be an issue above and beyond the warranty.. There are way to many post on here about this being an obvious defect that they should stand behind, BUT DON'T. Very disappointing!

[DavideFitbit]

Hello @Csl1, welcome to the Community forums. And thank you also for taking the time to share your feedback about the quality of the product @A-Rock and @SJ57. 

@Csl1 , I'm sorry to see you've experienced this same difficulty with your Alta HR. I've sent your information to the Customer Support team as well, so they can further assist you with this. You should be getting a reply soon. Please keep an eye on your inbox. 

I hope everything goes well, keep me posted. 

[Kfisher69]

I had my Fitbit for two weeks and band popped off and now my Fitbit is no where to be found

[DavideFitbit]

Hi @Kfisher69, welcome to the Community forums. I'm really sorry to see that your Alta HR is lost. 

Before considering other options, please make sure to try the steps mentioned in this article: What should I do if I lose my Fitbit device? This has been useful for other users. 

Regarding the Alta HR wristband coming off, I've also sent your information to the Customer Support team for further assistance with this. Please keep an eye on your inbox. 

I hope everything goes well, keep me posted. 

[A-Rock]

@DavideFitbit thank you for moderating this feed however what can be done about a broken replacement strap? The replacement that was sent to me in December lasted less than 2 months and once again, I am without a strap?!

[networking]

I have a problem with my band coming apart on the one side. I am very upset about this as I have almost lost it several times. I have only had it since July 2017. I purchased an extended warranty which covers it for a full 2 years. What can be done for me?