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. 

[imahoofer]

I had much better luck with a live supervisor rather than a "chat" or "contact us" email.  They are finally sending me a new one, but based on your comment, I'm not convinced they have fixed the problem.  So, I will first attempt to wear the new one at home.  BTW...if/when you get their label, I strongly recommend that you get a "return receipt requested" because they lost mine!  And be sure you open the replacement up right away.  I didn't, and when I did, the actual Fitbit was missing.  Also, be sure you don't accidentally sign up for their Premium Service.  It sounds like it's free for the first six months (when I didn't even have my Fitbit so I never used it), and then you will get charged $9.99 per month. I feel your pain!!! 

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I completely agree!!!

[CatherineHelenP]

I am gutted I have the same issue! I’m waiting for Fitbit to respond…

In the meantime I have a hack that might help others… I have a thin linked silver bracelet which I’m wearing on the same wrist. I threaded the bracelet chain through one of the links of the Fitbit Gorjana strap. That way when it next pings off it will only dangle down and not be lost.

Its not a fix but at least I won’t lose my FitBit or Gorjana strap this way… x

[imahoofer]

Call them!

Sent from my mini-iPad.

[Roxxi143]

I loved the Fitbit to. Kudos to you for making it work.

Roxxi

[EvI66]

Hold luxe band has the same plastic attachments and the same issue with them not staying connected to the watch…argh

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The plastic part is on the watch itself not the band and easily becomes disconnected to the band causing the band to disengage and watch to fall off.

[imahoofer]

That’s crazy, isn’t it!

Sent from my mini-iPad.

[Megettinfit]

Hi Debbie - I have had the same issues. I actually had a jeweler friend look at it. It seems that the Gorjana bracelet is just too heavy and the design flaw was not addressed and jacked the price point way up. He found a thin nylon upholstery thread and we looped it through the bracelet and knotted it - At least when the latch fails it doesn’t fall off to the ground. We also tried an adhesive but that eventually cracks. ( I wear my luxe a lot) the nylon thread holds and I can easily charge by moving the thread out of the way

Hope this helps.

[PattiAT]

At this point I have given up on the band. All they want to do is replace band and device. That isn't the answer.  It is a design flaw and they refuse to admit it.

[imahoofer]

I agree!

Sent from my mini-iPad.

[Gaddy]

Totally defeats the purpose.  I was willing to have the Luxe and the minuscule info on the face since the gold band was so nice. But now I don't have a nice band and I can't read the info on the screen. What's the point of this luxe?

[Megettinfit]

Hi I loved the Gorgana band as well- I even took it to my jeweler !
Our first solution was a single strand of “nylon”upholstery thread looped through both ends of the ends of the band and tied- - tiny drop of crazy glue on the knot & trim the edges
It still fell off my wrist - we then decided that we had nothing to loose by applying the same crazy glue onto the ends of the band that locks into the device- daily
movement eventually loosens the adhesive but it hasn’t fallen off my wrist- it looses time needs to be charged more than I’d like but I enjoy the small size and features
I do not subscribe to the Premium package

Sent from my iPhone

Moderator edit: all-caps

[Gaddy]

I can not believe they are still actively selling and accepting money for this band!

[ManuFitbit]

Hi Everyone. 

In order to have the community better organized, I'll proceed to close this thread.

If you want to share ideas, have any inquiries or need help about other concerns please visit the community.

[Gaddy]

why would you close this thread? That helps absolutely no one. 

[DebbieInSD10]

They want to delete the thread so our complaints are hidden and they can continue to sell a substandard product.  

[CatherineHelenP]

That is truly ridiculous! Why would you close this thread? It is helpful to people struggling with this design flaw…. It would surely be more helpful to address the actual issue and support the customers? 

[EstuardoFitbit]

Hi everyone, thanks for the heads up regarding this issue with your Gorjana band.

In this case, what I can recommend is to contact our Customer Support team. They will provide you with the best and suitable resolution possible. Take in mind that we cannot advise any troubleshooting since this is more a fiscal issue. For those who have already contacted them and have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

[Karin282]

I couldnt agree more. I will never buy from fitbit again - I am so upset about the money I have lost and the total lack of any kind of customer service. Truly hideous.

[Lisatommo]

I think the biggest thing for me to process is that they know it has a design fault, yet they keep on selling it. All the time ignoring loyal customers complaints. Had a few Fitbit's. Wouldn't recommend to anyone.

Sent from my iPhone

[EvI66]

Heads up? This has been an issue for over two years, as you can see from the previous threads. The problem isn’t with the bands, it’s with the cheap plastic part on the Fitbit itself that the band snaps into. I got the luxe because I didn’t want to wear a plastic band, the gold one looks so much prettier. I’m really shocked I haven’t lost it yet, it literally just randomly disconnects and falls off at least once a week. Fix your design!!!