09-04-2017
12:03
- last edited on
08-20-2020
20:08
by
MatthewFitbit
09-04-2017
12:03
- last edited on
08-20-2020
20:08
by
MatthewFitbit
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
Answered! Go to the Best Answer.
10-20-2019 15:31
10-20-2019 15:31
10-25-2019 13:28
10-25-2019 13:28
Hi @mcsooner. Welcome on board. @Arkansas, I'm glad to see you here. I'm sorry for the delayed response.
Thanks for bringing to my attention that your Alta HR bands fell off. I'm sorry for the issues that you've experienced with this situation. Our team often reviews the Community to work on our products based on your feedback, as this helps us to evaluate our procedures and enhance your experience.
@mcsooner, since you continue having issues with the band I've requested a case on your behalf. Our Support team will send you an email with more details, keep an eye on your inbox.
I'll be around if you need anything else.
10-25-2019 13:47
10-25-2019 13:47
10-25-2019 13:59
10-25-2019 13:59
11-19-2019 09:15
11-19-2019 09:15
I am relieved to see that other people are having this issue and it's not just my fitbit alta hr. I received mine as a gift in July 2019 and I am literally on my 3rd band. The bands are tight and don't fall off for about 6 weeks, it seems, then they just drop off. I scrolled through all the responses and it looks like I need to call fitbit customer support....yes? Is that the solution? I'm so incredibly disappointed bc I love everything else about the fitbit alta hr. I will not keep changing out bands bc soon the cost of the bands will exceed the cost of the device itself. Definitely a design flaw that needs to be corrected ASAP.
11-19-2019 09:31 - last edited on 02-17-2020 16:24 by LiliyaFitbit
11-19-2019 09:31 - last edited on 02-17-2020 16:24 by LiliyaFitbit
You are right on all counts. If you purchased your Fitbit less than one year ago, they will help you for free. Otherwise, probably not. I would then advise you to go to Amazon and search for replacement bands for her Fitbit Alta HR or whatever your exact model is. I purchased three very attractive fashion bands. They were all $10 or less and I get compliments on them all the time. None of them have broken despite my active wear of them. They appear to be higher quality than the actual Fitbit bands.
Best wishes,
Sent from my iPhone
Moderator edit: personal info removed
11-19-2019 09:32
11-19-2019 09:32
11-19-2019 10:40 - last edited on 02-17-2020 16:26 by LiliyaFitbit
11-19-2019 10:40 - last edited on 02-17-2020 16:26 by LiliyaFitbit
Yes you have to contact Fitbit. They will keep giving you a new band until your one year warranty is up. Then you are on your own. It’s obviously a known defect and even though they claim not enough people have the problem for them to do anything about it, it’s obviously a lie. You are basically screwed. And the defect they claim isn’t a defect, they admit they fixed in future models. And they will encourage you to pay full price for another model.
I refused to buy another fitbit since they refuse to stand behind their product. Maybe now since they are being bought out they will improve. I switched to Apple Watch and have had it over a year with zero issues.
Sent from iPhone
Moderator edit: personal info removed
11-20-2019 09:23
11-20-2019 09:23
12-12-2019 17:55
12-12-2019 17:55
Like an idiot, I actually purchased a new Alta HR to replace one lost because the band fell off. Now I've spent about 400 CAD for an Alta HR! I purchased this one in July 2019, and the band fell off in October. Fortunately, this time I did not lose the watch. Not sure why some of you recommend getting another band from Fitbit, free or not. I notice on Amazon.ca there are several aftermarket replacement bands. Has anyone found a good supplier you can recommend? It would especially helpful if you've had your replacement band for a year or so.
12-12-2019 18:32
12-12-2019 18:32
12-13-2019 05:47
12-13-2019 05:47
12-13-2019 08:12
12-13-2019 08:12
12-13-2019 08:25 - last edited on 02-17-2020 16:24 by LiliyaFitbit
12-13-2019 08:25 - last edited on 02-17-2020 16:24 by LiliyaFitbit
Good luck with your new Alta band, MikeNomad. I have found mine to be more comfortable, durable, stylish, and inexpensive.
Moderator edit: personal info removed
12-13-2019 08:37
12-13-2019 08:37
01-14-2020 07:39
01-14-2020 07:39
Had the same experience today with customer service who kept insisting that its not a common issue despite me telling them that many users have posted on the community. Since I was past the warranty time they also said that they are unable to provide a replacement.
01-14-2020 08:18
01-14-2020 08:18
02-15-2020 09:33
02-15-2020 09:33
Mine fell off this morning and landed in the oven. I just learned the bands are very flammable. It’s toast. Barely had it a year.
02-15-2020 10:46
02-15-2020 10:46
Sorry to hear about this. That could have been a big legal issue if the fire spread. I hope FitBit is listening. I gave up on them and bought a Garmin Vivofit 3. The band is like a regular watch so you cannot swap it out and it never falls off my wrist ever, not even swimming. It's fully waterproof too. Imagine swimming with a FitBit and the watch falls off - bye bye. Best of luck to you.
02-15-2020 10:49
02-15-2020 10:49
I gave up and moved to Garmin vivofit 3. Years later, I do not miss my Alta falling off. Nice having a watch that you know stays on your wrist like they are supposed to. IMHO, the whole swappable band is a marketing gimick to sell more bands. Who cares if they fall off as long as FitBit keeps selling and people keep buying.