Fitbit Luxe bands keeps falling off

[danceforlife]

Having spent a lot of money to buy the fitbit Luxe SE (Sept 2021). I find both the gold strap that came with it and third party silicon straps come uncliped. To date I have managed to notice this but a time will come whn I loose the fitbit entierly. In fact I already lost it one day when gardeneing - luckily I found it. Poorly fitting bands seem to be a common complaint. An expensive device to loose - any one got any idea whether fitbit are attending to this fault?

Moderator Edit: Clarified subject

[Hopjumpspin]

No, I’ve had 3 fitbits plus an additional warranty replacement of my charge 4. The charge 4 and the luxe have a design flaw where the wristband adapter separates from the dongle (the functioning part of the watch). 

I ended up supergluing mine. I got another month of wear but then it failed completely. I now wear a competitor’s SE watch and am happy I made the change. I miss the app and the price point but when you can’t count on even a year of use it’s evident they don’t care about the customer. 

[danceforlife]

so....fit bit are you going to do the honourable thing and rectify your design fault on this high end, expensive watch, with an amendment to its design and provide all dissatisfied customers with a revised model? You have been mighty quiet throughout this apart from the useless advice about ‘are we putting the strap on properly’!

[hwiggie]

I’ve just come online to search if this is a common issue to see if this is worth getting replaced or if it’s a true fault. I went out today and it fell off twice.  It’s been uncliping itself at home and I’ve only worn it for two weeks!

[KenyaL]

I'm sincerely disappointed that Fitbit will not admit that their gorjana bracelet is faulty or do anything to fix it. I expected better from such a big company. There are so many accounts of this happening that its sincerely puzzling how they could allow this to continue.

[cpapineau77]

My band does the same thing. It has been caught by my sleeve and that's the only reason it has not been lost. 

[AndieOOIb]

Does not fix it. Make bands that are all once piece and don't have to attach. Obviously, they aren't going to stay because the design is flawed. Should have kept the connection the same as the inspire. 

Only solution is one band on Amazon that you slide the watch into. Breaks my skin out, but it's the only solution to the fact the watch falls off. I'm not really into losing a piece of 150 dollar of fitness equipment. Tell your designers to stop being lazy. 

[Glamazombie]

Yes this is obviously a huge issue and a design flaw yet Fitbit refuses to accept any accountability 

i had to contact customer service 4 times, two chats and two calls, to get a replacement. I had to send my luxe back in to get a replacement, it shipped to Fitbit yesterday, and from what I hear actually getting a replacement can take weeks (or as in some Amazon reviews- they never sent a replacement)

Customer service told me it’s a “small fraction of luxe devices that have this issue” which we all know is a huge lie because tours design is fundamentally flawed. A plastic receiver controlled by a tiny spring is not strong enough to grip a metal band. I’m no engineer and it’s plain it’s garbage. 
at this point I’m absolutely let down with Fitbit.

 Customer service literally does ANYTHING to try and deny a warranty claim (I’ve only had this thing 5 mos and it had easily fallen off randomly 100 times

Fitbit should have sent a new improved unit but instead they’re going to probably take my unit to resell,and send me some refurbished garbage. I’m exhausted with this routine

 I spent $200+ on faulty garbage- this will be the last time I buy anything Fitbit. 
oh and my gorjana bracelet literally broke in half at least they sent a replacement for that

[Glamazombie]

Why is this the “Best answer” when it literally ignores the original question AND attempts to sweep the problem under the rug.

FITBIT FAIL

[samroy]

I had my pebble and strap changed and it’s still falling off!! Terrible for the money it is!! 

[Gamezvms1]

I have searched this over and over.  Spent $199 for this watch and it has been 8 months catching it falling off randomly. I love my fitbit, so sad that this band isn't working.  The warranty  reads are extremely circular.  I don't have my order number. In order for me to process anything  they require  that minor information  to move forward.   That seems intentional.

[ChicagoKat]

Hi MarreFitbit,

It's not an issue of how a human puts on the watch. Fitbit has designed a watch that has flaws for attaching the wrist band. I'm sure you're aware of this design flaw that Fitbit has created. The way the pinching on the watch was designed, it easily catching on people's skin/wrist and literally falls off of them with no human interactions. The watch falls off the person's wrist completely by itself which has nothing to do with how a person puts on the watch or changes out the bands for the watch. Fitbit needs to redesign a closure that is secure and doesn't pinch itself off of a person's wrist. It's a user experience flaw you created when designing this watch. Every single person I know (5 people) that own a LUXE style watch has complained that their watch falls off their wrist at least one time a week... I bought my watch the first of January and it has fallen off my wrist over 20 times, completely on it's own... and it's not even 2 months old yet.

So the question for you and Fitbit is...
When will you fix this design flaw in the watch? Or give us a credit back to select a new watch that doesn't fall off all the time?

Thanks!

Kat

[hopey13]

Any chance you could post a pic of this?  Having a hard time picturing this...

Thank you! 

[Jacqueline1963]

They have replaced mine 3 times in the last 11 months as they keep flinging off & get damaged. It actually broke the strap last time.

Totally ridiculous. I will never buy Fitbit again. I didn't want the Luxe back but there wasn't even a choice of a cheaper more stable version instead.

All of my friends/family think it's a joke, Fitbit have lost so many customers because of this.

Superglue is the only answer & £179 is a total joke for something you have to glue to stop it indiscriminately flying off your wrist.

[Jacqueline1963]

It doesn't help at all. There is a design fault. Your clasp DOES NOT WORK.

[ErinBiss]

Same problem here. Fitbit replaced my Luxe after I provided a video of the strap falling off. Though I had to wait until they physically received my already-confirmed-defective unit to get the refurbed Luxe (terrible warranty process). Once I finally received the new refurbed unit, the strap fell off on Day 2. What a disappointment! After being such a long-time loyal Fitbit customer, it is extremely disappointing to see Fitbit not take any responsibility here for this design flaw. I would feel satisfied if Fitbit credited or upgraded affected customers to the next version, which SHOULD HAVE a mechanical connection like any of the other Fitbit styles. 

[Jacqueline1963]

Nothing will help. Its a design fault.

[Jacqueline1963]

Same here. 

[CatJack123]

This is not an answer to a Fitbit design flaw. Mine fell off 3 times just making my bed this morning. Please offer your customers a reliable fix for this problem. Or offer free lifetime replacement for lost Luxe trackers.

[CatJack123]

Not the answer to fix a bad design. It is only 10:30AM and mine has already fallen off twice. What shall we do? I guess I will put tape to hold it on. Not a good advertisement for your product when people see that, but apparently you guys don't care. Take our money and be done with any problems.

[Liz678B]

Just got mine today. Band was coming off right out of the box. Fitbit won’t send me a new one until they get the old one back. Worst warranty ever!