Charge 5 wristband not securing properly to device

[barnaby12]

My 1 month old Charge 5 has fallen off my wrist 3 times. There is a problem securing it to one side of the device so I can no longer wear it. I had a similar problem with a Charge3 a few years ago and lost the device so switched to a Garmin. The Garmin recently failed to hold a charge so I thought a Charge 5 looked a good option but it is no good to me if I cannot keep it on my wrist!

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @barnaby12. 

Thank you for sharing all these details about the inconvenience you've been having with your Charge 5. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've sent you a response with some instructions. In this case, they will let you know how to proceed. 

Thank you for sharing your feedback about the product as well. Please know that all your comments are greatly appreciated. 

Have a good day. 

[barnaby12 · Accepted solution]

Thank you for your comments but unfortunately they are not correct.

No solution has been proposed by Fitbit and I have had no resposnse to the email I sent attaching the video they requested

showing that the strap fails to stay attached to one side of the charge 5 even though the same side of the strap fits to the other

connection to the charge 5 perfectly.

I cannot wear the watch and maybe my best solution is to return the product to the retailer claiming that it is not of merchantable

quality and fit for purpose?  What do you think?

[DavideFitbit]

@barnaby12 Thank you for your response and for sharing your feedback as well. 

I've sent your information to the Customer Support team so they can review your last e-mail with the video you mentioned earlier. You should be receiving a response soon, so please keep an eye on your inbox. Thanks again for all your comments. 

See you around. 

[barnaby12]

Thank you so much for responding.
As I am unable to wear the Charge 5 I would really appreciate your Customer Support Team responding soon.
Regards
Ian

[DavideFitbit]

@barnaby12 Thank you for your reply and for all your feedback. 

It seems they already sent your a few responses with some extra information and instructions. Let me know if you have further questions. 

See you around. 

[barnaby12]

Thank you for all your help in trying to get my issues sorted out.
The Customer Services team have come good and they are sending me a new device less the accessories which I am happy with. I am sure I will not have the same issues with the strap failing to secure properly on the replacement.

[DavideFitbit]

@barnaby12 That's great news, thank you for sharing this update! 

Have a great day. 😁