Luxe band keeps falling off

[Talegna]

My Fitbit luxe strap comes off about 3-4 times a day just when walking. Surely this should not happen, other than superglue which means I won’t be able to change the strap is there anything else I can do to stop me losing my (rather expensive considering the terrible snap in strap) luxe 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Talegna. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Luxe band. I understand where your concern is coming from. 

To better assist you with this, may I know what band do you have? If you're referring to the mesh band, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

On the other hand, if you're referring to any of the other Luxe band designs, please How do I wear my Fitbit device?

Hope this helps. 

[Talegna]

It is the gorjana strap. The clasps you would use to open/close are all working fine. It is the catches which attach the strap to the device which are failing and about as quickly as a chocolate kettle would when you do anything but sit still. It is not a fault in the way it is being worn, it is a fault in either the catch or the strap.

[MarreFitbit]

@Talegna Thanks for the details provided in your post. 

Before considering other options, please make sure you're following the steps recommended here to properly attach your gorjana band. 

Keep me posted. 

[Talegna]

Funnily enough I followed those instructions, I have dealt with other people’s devices before and understand the mechanisms to attach/detach. The catch mechanism holding the strap to the device is unfit for use on a device that is intended to move, it will work its way off with just a gentle walk. This device has now fallen to the floor now twice as I haven’t caught it before (I’ve caught it countless times). The only way to stop the strap falling off is to pinch the two connectors to re-set them at the proper level. 

I do not want to use my jewellery glue nor superglue to stick the straps on permanently but at the moment that appears to be the only option as your advice is “read a document designed for another device, does not feature your actual strap, and to be honest anyone could work it out without the instructions. So which would you say was more appropriate - jewellery glue or super glue. Ultimately the catches used to “hold” it on are insufficient for someone who actually moves, you pretty much look at them and you could probably will them to release the strap. I waited long enough for the device and now am tied into the systems for logging my steps so do not want to send it back for the repair it desperately needs without a replacement device being provided first. Ultimately this ties in with my healthcare provider and I will be detrimentally affected without the integrations.

So Jewellery Glue or Superglue?

[phoebi_]

affects me too. many other people in this forum saying the same thing. fitbit not taking responsibility for the problem yet. i returned my luxe for this reason which was a dog fight with customer service as they stop responding to emails when you ask a question they dont like or when you ask for a refund. good luck.

Moderator Edit: Word choice

[Ellis1234]

I bought the mesh metal band which is poorly designed. Every time I go to the filing cabinet, the magnetic clasp sticks to the filing cabinet, the clasp opens & the watch falls off my wrist. Customer service told me to wear the plastic band it came with to work, & to wear the mesh band only for special occasions or on the weekends. They refuse to take responsibility for their poor & faulty design. I am shocked that a company like Fitbit would not make this right. I would not recommended purchasing anything from them.

[laughandsmile]

I am in  the same exact boat and I'm very upset!

[3dogvegasmom]

I have this happen at least several times a week and at one point couldn't find it for several hours.    It's beyond frustrating!

[loribrem]

Mine too. I am afraid to wear it out of the house. The mesh band detaches from the bottom side of the device on a regular basis. I can’t get any action from fitbit on it. 

[Talegna]

They actually sent me a new band, it lasted a day before falling off, so all they have to do is send me a new strap for every reasonable day the fit it should continue working for.

Sent from my iPhone

[Csiedle]

MarreFitbit,

Think you are missing the point here.  The band is not the issue its the Fitbit Luxe unit itself.  We all are having the same problem.  The Fitbit Luxe “band clasp” does not stay tight and secure.  I too have the original Fitbit Luxe with the original Gorjana band and it started falling off roughly 1 year after wearing the watch.  The band itself is fine its the clasp on the watch that keeps losing the connection with the band.  How do we resolve the problem?  Does Fitbit need to send us a new Luxe watch (without the band)?  As you can tell from Talegna, adding a new Gorjana band does not fix the problem as the problem is with the Luxe watch itself.

[Thurmione]

I have the same problem and unfortunately I lost my watch this weekend I didn't even feel it come off my arm so be careful because you can lose it and that's money thrown away I hope whoever found it won't be able to use it when the battery dies

[Talegna]

I have been fortunate that I have always found it after it falls off, mostly at home so not too serious, or I feel it go as I move a bag from one shoulder to the other. The problem is just in poor Fitbit Luxe design and ultimately is not resolvable probably without using superglue to keep the strap on permanently (I have debated using thread locker to see if that’s strong enough to keep it attached a few more days than usual). I am genuinely debating the super glue as ultimately I don’t plan on changing the strap and it’s getting very annoying (it’s fallen off way over a hundred times now given it’s most days!)

Sadly I also believe the Fitbit will be usable to whoever finds it, they’ll just have to reset and sync it (I have a couple of spare chargers for mine so they’re easy to get hold of)

[Talegna]

At the point of posting I was under the impression it was the catch not engaging and maybe through poor construction of the strap. After having it fall off most days for over a year I can confirm you are right and it is the unit that is faulty by design. I do not believe Fitbit will do anything to resolve this as they probably get some people buying replacements for the ones that fall off

[Csiedle]

Agreed, I contacted Fitbit Support and they took no accountability for the defective latch on their then new Luxe watch unit.  They actually suggested I go to their site and purchase a new unit as the solution to the defective Luxe watch purchased last year.