How do I get a replacement for my faulty Charge6 wristband

[Iamveryangry]

The post on my Charge6 wristband keeps coming away, especially when it gets warm after wearing for awhile.  I am at risk of losing the whole fitbit or at least damaging it. There is a hole cut away which it fits inside and this is where it keeps coming away. It is the band with the two large openings that the other band passes through. The post stays attached very well to the band with small notches, but keeps coming away from the band that it is supposed to be permanently attached to. I've taken it back to place of purchase and they told me that Fitbit will happily replace faulty bands; but when they tried to organise it in-store the online process failed and they sent me away with instructions to contact fitbit myself online. I tried and can't make any sense out of it because all advice is for different problems with the bands and/or the fitbit itself. My next port of call with be Consumer Protection if I am given anymore run-around. My mobile syncing device is Motorola Edge 50 Pro. But I don't have a problem with either device. I just have a very concerning problem with the strap that came with the fitbit.

[LZeeW]

Hi @Iamveryangry.  Please contact Support for more help.  Your issue might be the band or it might be the release latch on the pebble that holds it in place.  The release latch has a spring that helps keep the strap in place.  When the band is off, you can't gently move the latch to see if the spring is working properly or broken.  Also, the band distinctly clicks in place.  Please try some troubleshooting by reversing the bands, listening for the click, etc., to determine if it is the band or the pebble.  Then contact Support.

[Iamveryangry]

Thank you for your responses. The problem is not with the band-to-fitbit connection. It is with the band-to-band connection. The post that connects the two bands together keeps falling out of the band it is attached to. I have tried support and fitbit help and they just offer solutions for band-to-fitbit problems and nothing about my band-to-band problem. What I really need is a phone number of someone I can talk to to get this sorted, as I am entitled to a replacement or a refund as I am no longer wearing the fitbit as I am worried about losing or damaging it when it falls off.

[Iamveryangry · Accepted solution]

Hi again, I finally found a phone number for Fitbit, and they called me back. I spoke to a very helpful person, and they will be sending me a replacement band for my Fitbit. Hopefully that will be the end of my problem, because I was very happy with my device until the band became unwearable. Thank you for your help.