Alta HR fall off

[Margaret68]

The wristband started separating from the tracker, and despite watching videos and reading instructions on putting the band back in place, it will fall off again and again.  Is there a way to make sure the wristband is locked in place?  I am not trying to change bands.

Moderator edit: updated subject for clarity

[FerdinandFitbit]

Hi there guys, good to see you around! 🙂

@PoshyKaren, I checked with the Support Team and it seems that back in July, our Support Team was able to help you out with this. Are you having problems with your tracker again?

@JeffHilger, if you get to experience any type of problem with the replacement band, let me know and I'll be hapy to help you out!

I'm happy to hear that @-Ef! If you need any help at any moment, I'm always around!

[Margaret68]

Thanks for helping us out.

[FerdinandFitbit]

You're very welcome @Margaret68! If you need anything else, I'm always around! 🙂

[Karenlolly]

Help!  My Alta HR band keeps falling off.  I'm scared I'm going to loose my Alta HR.  What do I do?

[PoshyKaren]

Contact Fitbit

[NancyJL]

well, mine fell off and i lost it, it was only 9 months old. I am SOL. really tired of their design flaws! I have been thru the rash and recall days.

same problem and lost mine!

Moderator edit: Merged replies

[Rferin]

You were still under warranty and I expect they will replace it. The strap is poorly designed and I’m sure that they are losing customers.

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@NancyJL wrote:

well, mine fell off and i lost it, it was only 9 months old. I am SOL. really tired of their design flaws! I have been thru the rash and recall days.

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[-Ef]

Nancy, can you explain what
You mean by rash and recall.
I question rash, because I got a rash on my arm where I wore my Fitbit.
Linda

Sent from my iPhone

[NancyJL]

The old charge had a band that had nickel metal on it. You can search the
internet for the horrible rashes
They eventually recalled it. I had no rash issue with the Alta.

[Kfriesen]

My strap continues to fall off. Even after clipping it back on. I dealt with both on line customer support and called their support line only to be told they can not issue a replacement strap because it falls after the warranty period. They were only willing to offer free shipping. After spending hundreds of dollars on a product you don't want to hear Sorry I can't help you especially when they know full well their bands are defective. The Fitbit Alta HR defective band problems are clearly evident from reading the Fitbit community blog posts of other customers who've had the same issues. This isn't a warranty issue but a defective issue that seems to be falling on deaf ears at Fitbit. It is common practice for a company that is experiencing defects with a product to issue a recall and advise customers they are experiencing faulty issues with their straps. The customer should not be expected to continue to buy replacement bands each having the life expectancy of a few months. Customer loyalty will be short lived and we will find another company who will actually listen.   

[Crodriguez_90]

What ended up happening? Mine is also doing that now and I got mine in June 😭

[NellyG]

If you are still in the waranty period (a year in most places) contact Support (link in my signature)

[NancyJL]

They will replace it. Call or email customer service. If its within 1 yr
warranty. I was pleasantly surprised!
Nancy
ps I also bought extra bands on amazon

[Kfriesen]

I didn't bother ordering a new strap from Fitbit and waste $40. Definitely not worth it. Would be nice if the company actually invested in coming up with a solution. The strap that snaps onto the Fitbit is made out of cheap plastic.  I bought 4 new straps from Amazon for $13.99 but will never recommend Fitbit to anyone.

[Rferin]

Fitbit should honor it’s clients and not charge for their poor design. They know that the band connection is bad. Terrible customer service. 

[PoshyKaren]

For me, Fitbit replaces the band each time it breaks. However, once I go past one year they will probably stop replacing and mine is about to break again.

That's exactly my point. I know my one year warranty is up in November and I know once I get past that point you will stop replacing my band, even though it's a know defect in your product. It's very obvious it's a defect. So once you stop replacing my band for free, I will probably switch to an Apple watch or something. There is no way I'm paying for something that is a known defect. It's a shame b/c I love my Fitbit.

Moderator edit: Merged replies

[FerdinandFitbit]

Hi everyone! Good to see you in the Community Forums! 🙂

@Karenlolly @Crodriguez_90, I've gone ahead and escalated your case to the Support Team. Please, keep an eye on your inbox for more instructions and if you need anything else, I'm here to help! 🙂

@NancyJL, I'm very sorry about that 😕 Unfortunately, lost trackers are not covered under the warranty. If you'd like me to escalate your case to our Support Team to find out what the alternatives are, let me know!

For those who have already contacted the Support Team and  got a discount on the purchase of a new tracker and you're not satisifed with this, I'm very sorry about this situation 😕 If you'd like to take advantage of the discount, let me know so that I can help you out with this.

[NancyJL]

I was already supplied with new tracker as band was faulty and yes, it was
under warranty. Thanks

[jbcampo]

I agree that it's a design flaw that replacing bands won't fix. There needs to be a way to LOCK the band closed. It seems that once the wristband clip gets dislodged once, it loses some strength and becomes easily dislodged. I tried bending the clip towards the slot, but that doesn't help. The clip continously falls off and I'm pretty sure I'm gonna lose the device someday.

It needs an engineering redesign. It needs a lock. Easy on/off switching of bands is probably NOT what most people want. I bought the band because I liked the color. Come on Fit Bit.

[Parkersspace]

I'm so glad to hear that fitbit customer service came through with that new tracker for you NancyJL.  I was always terrified I'd lose mine from the band issue.  At least it's good to know they covered it under warranty.  For now I'll keep my band firmly attached with the two inconvenient but small zip ties I have on each end.  It's the only way I can see it lasting the ski season with the coat going on and off.  I have been happy with the official customer service response and replacement of bands for my self and my brother when his went after a few months.  Just an FYI, this has worked extremely well for me, though not very pretty and a little clunky the two very small size zip ties wrap around the joint of the band as shown has kept the band and fit bit on me all winter so far.  I no longer worry about losing my fit bit taking my ski coat and/or gloves on and off or while skiing.  I really do like the functionality of the Fitbit Alta and this at least has made the band stable.