Keeps Popping Off My Wrist Charge 5

[jsbes]

Just bought the Charge 5, my first Fitbit.  Have an iWatch but I was stoked to get a band so I could wear regular watches again.  Anyway, this thing will not stay on my wrist!  I just worked out and it popped off 5 times during my workout.  In addition it popped off a few times when I was doing yard work today.  This is super disappointing.  Anyone have any ideas on what’s going on?  I have a big wrist and have the large strap attached. 

thanks in advance 

Moderator edit: subject updated for clarity

[Fritz7]

This is what I mean. Fitbit doesn't want to fix the problem! I did all those things. (Not an idiot.most of the time). I did chat with help. He said I had to ask for a replacement band and sent me to someone else. They wouldn't listen! It is not the band or me. It is the design of the connection. It is simply defective. This was my 5th or 6th Fitbit. Looks to be my last with this kind of response from Fitbit/Google.

[jsbes]

Agree. FitBit asks for ideas from customers then does nothing about it. I
feel like this is similar to the Apple Health issue. We will keep losing
FitBits or having them fall off so often they’re useless and FitBit will
never actually fix the problem, rather they’ll just send us in the endless
corporate email/chat/phone loop. --

Moderator Edit: Personal info removed

[Zicinparis]

@LolaFilana & @Fritz7, seems not to be a strap issue then... Maybe locking system is faulty. Custumer service seems to be the last option 😞 

(although the pouch wristband could be one too... not excited about this either...)

Good luck !

[blackfin]

Thank you for the response. I do appreciate that. However, this doesn't really address the issue. At all. It fell off all by itself, right from the factory. Clearly, it was secured (with a "click") when I opened the box. I have heard it "click" other times, too. If the advice is to ask for a replacement band, how can that really help? We'll get a new band that will present the same issues. What we need is some sort of improved band that actually stays on our wrists. Getting an exact copy of the clearly-defective design is a waste of time. If this many customers are experiencing the same issue, it really can't be the fault of defective parts--unless Fitbit has no quality control. It has to be a design flaw, doesn't it? Oh, and I see my Charge 5 flying off my wrist without any discernible reason as much more than an inconvenience. There is a very real chance I could lose it altogether at some point, through no fault of my own, and then what will customer service say? I'm sure they'll be happy to send me a replacement, no questions asked. 

Bottom line: we don't need an identical (and still sucky) replacement band; we need a better band with this connection issue resolved. 

[Fritz7]

Well said. To add, I believe it it the post on the tracker that creates the problem. It is a bad design. These trackers should be recalled and replaced. If that doesn't happen, I am done with Fitbit after using them for years and buying nearly every new one that comes out. I have purchased 5 for me, four for my wife and one for both of my daughters. Thankfully, I am the only one of us with the Charge 5.

[DavideFitbit]

Hi everyone, I'm sorry to see that you've been experiencing this problem with the wristband that keeps popping off your wrist. 

Since this is related to a hardware problem, it would be necessary to continue the communication with the Customer Support team so they can provide you with more information about this or let you know how to proceed. Please know that all your comments and feedback are appreciated; every case evaluated individually and I do recommend that you get in touch with Support if you haven't done so already. 

[rsorganize]

Just contacted Fitbit.  Sending a new band.  We'll see...

[Fritz7]

It is not the band. It is the unit. They are not listening to us!

[rsorganize]

I suspect you're right, Fitz.  I'm not naive about these things.  If it works, good.  If not, I'll do what I can to add more to the growing chorus of unhappy (and, long-time) Fitbit users.  Maybe, even if it DOES work?!  Too many problems, too many complaints from attentive, responsible customers!

[MacGyver4th]

I believe the issue is that the small ridge used to move the locking mechanism is proud of the bottom of the watch. It is probably being moved by the watch sliding on the wrist. On my Charge 3, you needed to press in to remove a band. I'm not sure why they moved away from a working design.

[Fritz7]

Is there anything more important than keeping the darn thing on your wrist? They really messed this up and refuse to fix it.

[DavideFitbit]

@rsorganize @MacGyver4th I'm sorry to see that you've experienced this problem with the band as well. 

Other users have reported they can't press the band into the end of the tracker. I understand that you already contacted the Customer Support team for further assistance. In case you experience any problem again, please let them know as soon as possible so they can let you know how to proceed. Thank you for sharing your experienced with this. 

See you around. 

[Fritz7]

Still having the problem!!!!!!!! Customer support will not help. This is a joke to you now, isn't it?

[rsorganize]

Just to be clear, DavideFitbit: I am able to 'press the band into the end of the tracker' - and, it clicks in.  However, even though it clicks in, it keeps popping out and coming off my wrist.  After it clicks in, I can pull the band - relatively gently - and it stays in place.  Still, later on, it keeps popping off.

As others have noted, it seems more like a design problem than an individual (or owner) problem.  I'll see if the new band makes a difference.  If it doesn't, what do you - and, more importantly, Fitbit - suggest we do?  Buy another one??!!  Hope not.  Paid $179 for this, directly to Fitbit.  They should refund my money, if they cannot fix the problem. 

[JohnFlatlander]

I am not having that problem once I get it connnected properly.  It is a little tricky to do that but once in place it stays.  Maybe yours is defective and you need a replacement.

[rsorganize]

Who knows?  Stick it in the slot and be sure it clicks in.  Am I missing something?

[Fritz7]

I have tried everything they told me to try including a new band. It connects correctly and clicks into place. Then awhile later it just comes off. Usually when I put my hand in my pocket or brush it against something. I lost it once at my daughter's house. Got home and it was not on my wrist. She found it in my grandson's diaper bag. 

[b0bafe11]

This happened to me for the last time in the ocean! Extremely disappointed in an expensive gadget

[blackfin]

Yep. That is what I’m talking about! It’s more than an “inconvenience.” It’s a design flaw that can cause you to lose the whole unit in a way that cannot be retrieved. Did Customer Service rush right out there and give you a brand new Charge 5? 🤣 Or did they send you a new band and suggest you go swimming?

Sent from my iPhone

[b0bafe11]

Neither, they literally suggested I walk up and down the beach looking for it! As if I hadn't tried that for an hour already! They refuse offer of a replacement it's atrocious.