New Charge 6 won't stay attached to band, tech support refused to help.

[SleepyMelinda]

I'm so disappointed with my new Charge 6. It is only 2 weeks old and constantly pops off my arm - while sleeping, reaching into my purse, brushing against my leg... I spent 45 minutes on the phone to get help and I received an email saying "...your product doesn’t meet the replacement requirements of our warranty policy." 

I have tried pushing it in tighter to hear a click as some have suggested, but it doesn't help. I've tried several different bands but all pop off. 

I guess my only option is to return since I'm in the 45 day window, but I'm really frustrated Fitbit isn't helping to provide a solution. The phone agent suggested I wear it looser, but then the heart rate won't track correctly. Plus Fitbit instructions say to push it up tighter when exercising, so how does this work? Really frustrated! I did not have this problem with Charge 5. 

[RiekoC]

Hello @SleepyMelinda 

So sorry to read about your frustrating experience with the band attachment. Did the email explain why "your product doesn’t meet the replacement requirements of our warranty policy."? If you bought your device directly from Fitbit/Google, then doesn't seem to be not correct.

Although it shouldn't be the case, I've seen there are varying levels of support depending on who you talk to. You might want to try contacting Fitbit support at least 1 more time to see if you can get a representative who will be more helpful.

If you decide to give support one more try, please make sure that you get resolution before your 45 day return window so you still have that option.

[SleepyMelinda]

Thanks for your response, Rieko. I did buy it directly from Fitbit. I have since found that the original band DOES stay on, but it's the only one. It seems the ones that are "compatible" with charge 6 will not reliably clip on. I've spent a lot of money on fashionable or more comfortable bands, but I guess I'll just have to use the rubbery one it came with. At least that seems to work for now. Could be due to the plastic vs. metal internal clip which I hear changed with Charge 6.

Thanks again for taking the time to write!

[Amandalaeldavis]

This has been a huge problem for me as well. The only bands that work are the plastic ones that come with the Charge which gives me a rash. I'm seriously starting to reconsider Fitbit after years of using their watches. It's so disappointing how many issues there are with the newer models and features.

[RiekoC]

Hi @SleepyMelinda 

I've seen other users report that 3rd party bands don't consistently latch on the Charge 6, which is disappointing. Like you, I prefer a nicer band than the silicone sporty one that comes with the device.

One user mentioned that they had good success with 3rd party bands when they pushed the band all the way in, then gently pushed the Charge 6 latch towards the center of the device until they heard/felt it click.

I've also seen some users report that the stretch bands, like @Alice_Jane  mentioned, seem to stay on the Charge 6. That might be another option to consider.

[RiekoC]

Hello @Amandalaeldavis 

You might consider the stretchy band that @Alice_Jane mentioned. Like you, my sister got a rash from the silicone band. She switched to a stretchy band and that resolved her rash problem.

[Amandalaeldavis]

I love the stretchy bands but can't find any that work with my charge 6. If one side works the other won't. Sometimes if I try all the tricks (pushing hard, moving the latch etc) I can get them to stick but who has time for that every time you want to change to a fresh band?

[Alice_Jane]

I'm so sorry to read this! Please consider the one I posted - they snap in perfect and stay on through running, handling horses, biking, gym workout, swimming...

They fit perfectly!

[Amandalaeldavis]

Yes they are great. I love that I can push them up my arm when washing my hands or slip off when washing dishes, showering etc. but I find that after a few washes they get a weird metallic odor. Has anyone noticed that? I think they should only be air-dried. 

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PS the Kabba brand is great but they won't work for my watch. I have a whole bag of them from my Charge 5. I have a different band coming from Amazon now. I think most are just the same Chinese product with different brand names though. But we'll see. 

[Bigluvn]

My bands are directly from Fitbit and they won’t stay attached!!! I am livid!!

[OStebbins]

That’s really frustrating! It sounds like a design flaw if multiple bands have the same issue. Returning it seems like the best option, but have you checked if a third-party band holds better? Hopefully, Fitbit acknowledges this and offers a fix. You’re not alone—others have reported similar problems!