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. 

[supermom56]

I have been having the same issue now for about 2 months. The gorjana band comes loose and I have to keep pressing it back into place. It never fell right off until today. What has been anyone's experience in returning the band for a refund? I bought this model specifically for the designer watch band and hate to go back to plastic. I will though, because I love the Luxe and all its functions.

[TwixPanther]

I’ve contacted fitbit support to ask if the Charge 5 has the same connectors as the Luxe due to the issues and they’ve had the audacity to respond that there’s nothing wrong with them and the gorjana is safe for the Luxe! 

Really stuck atm

Contemplating gluing my favourite strap on as a stop gap measure whilst I look around for alternative trackers. Will miss the Fitbit weekly/weekend challenges 

[Leanneceline]

I have the same problem 😞

[Roxxi143]

So sorry to hear that. I loved the stylishness of the Gorjana band now I will go back to my old stand by me, zip.

Roxxi

[Roxxi143]

I hate to admit it but I love fitbit. I have my old stand by me, zip. I have had a few but I really love it. My zip is very discreet and it goes with everything I wear, lol! I like fitbit because you can have exclusive fitbit friends that challenge you every week! Over the years, I have so many different people in my work week hustles. Try to find a zip you will not be disappointed. However, my daily steps are my only priority 😊

Roxxi

[PattiAT]

No, it does not take care of the problem.  The new one falls off also!

[Roxxi143]

Fitbit customer service is great when requesting a refund.

Roxxi

[DebbieInSD10]

Do we take a chance and purchase something else from them? Will it be the
same quality as the one we are dealing with now? I am not so sure I
will....as customer service is not so great with this band/fitbit. Yes,
call them, they will replace it but with the same defective product so you
really don't get helped.

[Vcaratha]

I agree, dont see a point in sending things back and forth anymore to have the same issue. They should just replace with an upgraded version or another band that does actually work. 

[MadamGeneva]

I am resigned to the fact that I cannot wear my Fitbit luxe outside of the house. I have the gold mesh strap version and it detaches at random from the face. The  clasp also comes undone due to it only be fastened by a magnet.  i lent on a metal table and the whole thing just flew off and stuck to it. One day I will forget to remove i and go out with it on and it will fall off and that will be that 

[Leslieinlakelan]

I'm on my second "pebble"and my fifth gold Gorjana band. Wearing my plastic band when I'm traveling, due to being paranoid about loosing the device entirely. 

[imahoofer]

They had me send mine back, but they lost it!  And then, they sent me two Peony bands, the Gordano bracelet and all the other paraphernalia, but they didn't send me a new (or even my old) fitbit.  Now they claim I waited too long and they closed the file...ugh!  This is the worst customer service I have ever experienced from ANY vendor!!!  

[MadamGeneva]

Same! I thought Fitbit were the gold standard, but mine is just a glorified sleep tracker now, as it’s too risky to wear out of the home. 

[imahoofer]

Very frustrating. I chatted with someone from Fitbit yesterday, and they said they are elevating my issue to someone higher, but I still have not heard back. How could they stay in business with such poor customer service?

Sent from my mini-iPad.

[Pedal]

Yeah i just gave up on those bands and have been wearing the silicone one but i will not replace this with another fitbit i will be buying apple watch next time.

Sent from my iPad

[imahoofer]

Very frustrating!

Sent from my mini-iPad.

[imahoofer]

Very frustrating. I chatted with someone from Fitbit yesterday, and they
said they are elevating my issue to someone higher, but I still have not
heard back. How could they stay in business with such poor customer
service?

[snkygrl]

OMG. I just did a chat with someone about mine. It's not even a month old. They told me they were emailing me a label to send the band back to the warehouse. And then they'll send me a new one. So I can't even use the stupid Fitbit while waiting for them to receive it and send back. Jeeeeez. I've been with Fitbit since the beginning and have had so many issues with so many different products. I think I'm just about done giving them a second chance.

By the way, still waiting on that label.............

[imahoofer]

I had much better luck talking with a supervisor than with their “chat” or
“contact us” email. They are expediting a new Fitbit, but I don’t think
they have corrected the defective product. I think I’ll wear it around the
house, first. I feel your pain!!!

[Roxxi143]

Yes it is! It gorgeous but you shouldn’t wear it outside your home otherwise you could loose it.

Roxxi