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Ionic does not hold watch bands

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‎09-09-2019 08:55

‎09-09-2019 08:55

My Ionic is almost two years old. The watch band had always been secure, resistant to any tension. I recently ordered a new leather watch band. It snapped it in and seemed secure. Twice the watch fell off without my feeling it go. Thankfully it was not lost. The band would snap in but easily pulled off. I contacted Ionic and received and address label to send the band to Ionic for free replacement. Bafore sending it I reinstalled the old watch band. It also snapped in but easily pulled off. I could not see any obstructions in the watch or the bands. I now believe it is a watch problem. Suggestions before I comtact  Ionic again?

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‎09-10-2019 06:23

‎09-10-2019 06:23

It's great to see you around @ok1wire. Thanks for the details mentioned and for letting me know that you've contacted our Support team before. 

 

I would like you to make sure you've followed these tips to change your wristband. Please make sure you're feeling it snap into place. 

 

I'll be around if you need further assistance. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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‎09-10-2019 08:11

In response to SilviaFitbit

‎09-10-2019 08:11

Hello,

Thanks for the rapid response. I need to get my Ionic wearable as soon as possible . I had bypass surgery several years ago and don’t ever want to go through that again. The Fitbit has been extremely valuable in keeping my heart fit.

I followed the procedure shown in the video. It is too simple to get it wrong. The watch bands still come loose. After I install them, pulling gently on the straps immediately disengages them. Since it happens with the new bands and the original bands must it be the watch?

When examining the bands the pins do not appear to move like the pins in a normal watch. I cannot see holes in the watch where the pins should insert. Maybe I don’t understand the mechanics of the Fitbit watch band connection.

What else can I do?

John Juan

Sent from Mail for Windows 10
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‎09-13-2019 11:13

In response to ok1wire

‎09-13-2019 11:13

Thanks for the details mentioned @ok1wire. Sorry for the delayed reply. 

 

I appreciate that you've confirmed you followed the procedure posted above to properly attach your band. I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue the communication through email. 

 

I'll be around if you need further assistance. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


Best Answer