Luxe´s Gorjana band is coming loose

[phoebi_]

hi everyone,

i have been wearing the new luxe for a few days now and have already noticed that the gorjana stainless steel band seems to come loose from the fitbit device while wearing it so there is a noticible gap on either end. i only wear the bracelet band to work and not while doing a workout, my silicone band doesnt seem to have this issue. while it doesn’t seem like it will fall off completely, it’s obviously a fault. i reached out via chat and was given a case number and told it would be escalated to fitbit. not heard anything since yesterdays chat session though.  

i saw many others have had the same issue. my question is, when you received your replacement fitbit (customer service seemed to believe the problem is device related not band related) did the problem resolve?

really love the luxe so hoping they have a solution. also wondering how this got passed through quality checks because it seems to be a widespread problem and mine started doing it within an hour of wearing the band. 

Moderator edit: updated subject for clarity. 

[Pedal]

I sent mine back twice now ordered the stainless steel and it does exactly the same thing. From what i can see there is nothing to hook it in on the top will be calling tomorrow to complain. The silicone bracelet has no issue staying on 

[baileymcleod]

Same. I sent in photos and was told Fitbit could replace it...waste of time. It is a design issue and I know this because the other Fitbit band mine came with doesn't do this. So disappointing but glad to have confirmation that I am not alone in this issue. They need to provide refunds or replace with NEW design that actually stays in place. I can't believe they didn't notice this problem before releasing.

[DebbieInSD10]

I have exactly the same issue as everyone else with band coming off, as well as the stainless steel bands magnet is so strong that when I get near the refrigerator, microwave, stainless steel sink, car door, etc....the band attaches to the item and comes off my wrist.... so frustrating!  I am at the point that I want my OLD FITBIT back.... 

Went on chat to get help and after 10 minutes of waiting for an answer I gave up.... did this twice. 

NOT happy with the customer service or my fitbit!!!

[Pedal]

Easier just to call I have had better luck with them that way. Have returned both bands with my opinion on them and just using silicone band. It stays put no problem

Sent from my iPad

[smiggles · Accepted solution]

I was sent a replacement pebble when I reported the problem. Not even sure how that was supposed to help. The problem persists and now I have returned the Gorjana Luxe. It's sad because the Charge 4 also had a gap-issue and I returned it.... I fam by now curious if no human tests their products before they go into production. 😞 I like the Luxe otherwise, but I don't agree with paying extra for the Gorjana bracelet and then having such issues with it..

So @phoebi_, to answer your question - no. When it's about the gorjana bracelet, I think the issue simply can't be resolved at this point.. the product seems to be a misconstruction as a whole. 😞 

[nahgood]

I got the Luxe on pre-order and have been wearing the gold Gorjana band almost daily since I received it. It didn't happen right away, but I have been having this same issue of the band coming loose at the hinges for about a month. This morning, one of the plastic clasps that hold the band onto the tracker snapped and fell off the device completely. I wasn't even wearing the device or handling it roughly, just removing it from the charger to wear for the day. Now the entire thing is useless! I can't attach another band or use my Luxe at all until I get a replacement.

I previously owned the Inspire prior to the Luxe and was excited to upgrade, with the pretty, gold Gorjana band being a huge selling point. I never had any issues with the Inspire throughout 1-2 years of wear. I trusted it as a durable product and expected the same, if not more, from the $200 Luxe. Yet, the Luxe has cheaper, brittle plastic clasps on the device that simply cannot handle the Gorjana band and have broken within two months of use. To me, it seems like these issues would've been easily avoided with a simple improvement in the design and manufacturing of the product. 

I got in touch with Customer Service and luckily my device was covered by warranty so they offered to replace it, but reading this thread and seeing that others are also experiencing these issues... I don't trust that the new one will last. Fingers crossed that it does. 🤞 Otherwise I will just have to ask for a return/refund.

[rlps1119]

Same thing has happened to me with the gorjana band. Customer service was horrible. They replaced everything but it took about 5 weeks and they were not very helpful. The replacements are doing the same thing. I love how it looks and functions otherwise. But it doesn’t stay on and that’s a big issue that Fitbit seems unwilling to resolve. Very disappointed in Fitbit. 

[Pedal]

I just got a refund for that band and put the silicone one on stays on fine i had 2 of these bands and also tried the mesh one it did the same. I told them that maybe they need to look at the manufacturer of those bands

--------------

Sent me a whole replacement once did the same told them it is not the device it is the gorjanna band as the silicone one stays put fine. Also tried the stainless steel mesh it did the exactly the same so got my money back for both bands and just going with the silicone one. It is disappointing tho as i ordered the luxe because of the nice bands

[deans6571]

...can I just ask a question.

My wife has the gold Luxe - are people on here saying that the clasps on the Luxe itself are made from plastic so eventually snap off when used with the metal Gorjanna bracelet ? 

Could it be that the cheaper versions of the Luxe (i.e. the silver one or the black one) have the plastic clasps but the more expensive version (the gold Luxe) has metal clasps ?

[phoebi_]

hi deans6571,

the gold and silver gorjana bracelet are the same price, so the gold is not more expensive. and i have spoken to a few people with the gold bracelet and it has done the same thing. the connecter pins are attached to the luxe not the band. we are saying the band comes loose from the pebble device. and some people, yes, have had the plastic connectors break off from the pebble. weather it was caused from connecting the gorjana or connecting the silicone bands, the product is faulty. 

[deans6571]

---

@phoebi_ wrote:

hi deans6571,

the gold and silver gorjana bracelet are the same price, so the gold is not more expensive. and i have spoken to a few people with the gold bracelet and it has done the same thing. the connecter pins are attached to the luxe not the band. we are saying the band comes loose from the pebble device. and some people, yes, have had the plastic connectors break off from the pebble. weather it was caused from connecting the gorjana or connecting the silicone bands, the product is faulty. 

---

...sorry - I'm not sure I follow?

You say the " connecter pins are attached to the luxe not the band" - what do you mean exactly??

Looking on the Gorjanne bracelet I have right here, the connectors are on the band:

....and then those connectors on the end of the band just slot into the pebble part of the Luxe. Where are the plastic parts you are referring to ?

[phoebi_]

they are just the metal ends of the band. the silver luxe is the same. im talking about the little grey (or maybe gold) plastic tabs you can see on the underside of the device (pebble) that click when you press the bands into them. i believe they are what people have reported to have snapped off. 

[andreapdx]

Same thing with my stainless steel mesh.   Finally, the mesh detached from the end piece that fits into the Luxe.  This happened within the return window so I was able to send it back.  

[AJillianK]

Hi Phoebi, 

I have this problem. Fitbit sent me a replacement pebble and it kept happening. So then they send me the mesh metal band. It gets randomly stuck to anything metal in the world, my fridge, the bottom of my desk, our backyard chairs. I reported it and went back to using the original band which I told them still had the problem.They asked me if the sides of the watch band were pushed in all the way, which they were but it didn't matter it disconnected anyway. They were sent new photos and did not reply and it was lost as a result. I think it is a manufacturing problem. 

A

[Kitkat_Kate]

The clasps on the gold Luxe are plastic as well. I just got mine this week and I’m having the same issue as everyone above. Haven’t bothered with customer service yet but we’ll see how long the device holds up. Pretty disappointing. 

[Karin282]

Hi, I have the exact same issue, but my Fitbit luxe is actually falling off. It’s annoying and I worry I will loose it soon. Im not even sure where I can go to have it looked at as there don’t seem to be dedicated Fitbit shops …! Was your issue ever solved?

thank you

karin 

[Pedal]

I sent the band back for refund and am using the silicone one with no issues

Sent from my iPad

[AJillianK]

Same but I didn't want the silicone band. It defeats the purpose of having a fitbit that looks nice. Now it's just another plastic band. 

[DebbieInSD10]

I got a new band from Fitbit but it didn't solve the problem. The new one
sticks to everything and the band breaks away from the fitbit all the time.
DEFINATELY A DESIGN FLAW but Fitbit won't recognize it and give us our
money back.