Charge 5 band keeps falling off watch

[kabella66]

My Charge 5 band keeps popping off the watch --  while I'm wearing it and like other commenters have said ... is usually when I'm wearing sleeves or sleeping.  I've called / chatted with Customer Service 4x about it. 

First time was just 30days after receiving my pre order.  Their resolution was to send me a new band.   This did not fix the problem at all. 

2nd time:  They told me to take a picture of the watch, with the case number written a piece of paper and send it to them -- did that,  no one responded.  

3rd time:  Chatted at length about the issue with a CS person.  I asked for a full refund and was told that I was out of the 45 day return window -- but when I mentioned that my first contact was at 30 days he said he was referring it to the higher level team and that they would respond back in 24 hours.   The "response" was to ask for another picture,  so I sent it to  them .. again.  

4th time:  Today when they said that my pictures didn't show the issue so they couldn't do anything about it.    The issue is that it's unclipping when I'm wearing long sleeves,  I don't even know that its done it until it falls off my arm,  so I'm unclear how to take a picture of that.    Nevermind that at this point,  I'm just asking to return it for a full refund and since I first notified FitBit of this problem within 30 days of receiving the device .... I should be allowed to do.       

I've been a fitbit customer for almost 10 years.  I just want to return this thing and get another model.    Treating customers right shouldn't be this complicated.    

[Julia_G]

Hi, @kabella66 , I have flagged your post for moderator attention and someone will be along soon to escalate your issue.  If your Fitbit isn’t performing as expected then they will absolutely look after you.

My only extra thought is that in my experience sometimes these clip on bands seem properly attached, but don’t totally click on.  It is worth clicking it and then moving it gently side to side to make sure it is attached...

[kabella66]

Hi Julia:   Thank you for the response.   Yes,  I've done that already.   It clicks in and seems snug when gently tugged / wiggled. But then unclips later.  

[LizzyFitbit]

Hi there, @kabella66. @Julia_G Thanks for the heads up and your help.

@kabella66 Thanks for sharing this detailed information. I apologize for the experience that you've had with your Charge 5, and your interaction with our Support team. This isn't the type of experience that we want you to have and please know this feedback will be passed along to the right department so we can improve our services, as well as prevent this from happening again.

Because you have a case created, I've forwarded your post so they can investigate and see what can be done to help you with this matter. There might be a delay in their reply, but be sure that they'll review your case and get in touch with you soon.

[TriciaFriedman]

I’m having the same issue with my charge 5.. I check my band constantly to make sure it hasn’t clipped off .. it’s definitely a product issue 

[LizzyFitbit]

@TriciaFriedman Welcome on board.

Thanks for letting me know about your Charge 5, I'm sorry your band keeps clipping off. I understand where you're coming from about this situation and I'd suggest contacting our Support team so they can evaluate your options and bring you back on track. They're available via chat or phone, just click here to get connected with them.

[CMarie2256]

Same issue also- I brought this to the forums and was suggested to make sure it “really clicks” about a week after I received my preorder.  It’s constantly falling apart and off my wrist several times a day. I was hoping it was a band issue and just received a new band today- but it seems even worse. I’m outside if my 45 days so I’m thinking it’s either super glue or lose it in the near future. What a waste of money. I’ve also been a Fitbit customer for over 10 years. 

[TriciaFriedman]

I just arranged an exchange for another product .. almost lost my charge 5 again … luckily I bought it through Amazon .. they worked with me on the exchange . I thought the charge 5 was a good product just had a defective band issue .. hopefully the product Fitbit team will see our comments and do something about fixing this issue . 

[LizzyFitbit]

Hi there, @CMarie2256 and @TriciaFriedman.

Thanks for taking the time to share your thoughts about the Charge 5. I understand how frustrating this can be and I'm sorry you've gone through this experience with the band. Every feedback shared in the forums never goes unnoticed as it helps us to evaluate and improve our devices. Your comments are truly appreciated and won't be the exception.

@CMarie2256 If you haven't done so, please get in touch with our Support team. I'm sure they'll look into your details and see what can be done to help you with this matter. They're available via chat or phone, just click here to get connected with them.

[SunsetRunner]

I have had my charge 5 for a little over a week and am having the same problem with my band popping off... I have tried several bands and they all do the same thing... Please fix this

[CMarie2256]

Sadly this fell off my wrist Friday at work and I’ve yet to find it. So this might be $170 down the drain completely.  Really heart breaking. 

[LizzyFitbit]

Hi there, @CMarie2256. @SunsetRunner Welcome to the Community.

Thanks for letting me know about your Charge 5 and your efforts while working on this matter. I'm sorry for this inconvenience and please know your feedback will be passed along to our team. I went ahead to review your details and I noticed you already contacted our Support team. Because they're helping you with this matter, I'd recommend keeping an open communication with them.