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Can't replace wristband 'cause is stuck

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‎09-07-2018 15:03 - last edited on ‎09-08-2020 18:22 by Fitbit Moderator

‎09-07-2018 15:03 - last edited on ‎09-08-2020 18:22 by Fitbit Moderator

Terrible customer service.  

Part of the band is stuck in the tiny crevase on the device and cannot replace with a new band.  So now what?  It's completely useless.  Which is a design flaw.

Don't waste your money.

Purchase an Apple instead!!

 

 

Moderator edit: Subject for clarity 

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10 REPLIES 10

‎09-07-2018 15:57 - last edited on ‎09-11-2018 09:28 by Fitbit Moderator

‎09-07-2018 15:57 - last edited on ‎09-11-2018 09:28 by Fitbit Moderator

Hi @HerHighness

 

Have you been in touch with customer service? They could take you step by step.

 

Get with customer support about this - click for contact options

 

Let us know how things go for you.

Stepping in the U.S.A. since September 2013. Android 14

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‎09-07-2018 16:40 - last edited on ‎09-11-2018 09:26 by Fitbit Moderator

In response to Odyssey13

‎09-07-2018 16:40 - last edited on ‎09-11-2018 09:26 by Fitbit Moderator

I did.  Even sent photos.  They said that is wasn't from normal wear and tear and basically I'm out of luck.

So I emailed them back and asked what was it from then because the device is only 9 months old.  I can't attach a new band because that piece is in there.  It's useless now.  Waste of money on a poor device in my opinion.

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‎09-12-2018 05:08 - edited ‎09-12-2018 05:22

In response to HerHighness

‎09-12-2018 05:08 - edited ‎09-12-2018 05:22

@HerHighness A warm welcome to our Community! Sorry to hear that you can't remove your tracker's wristband. Is this the original wristband that came with your tracker or a third party one? Try using a flat face screwdriver to apply a small amount of force to be able to remove the band. As @Odyssey13  said you can let our Support team know? Did support replaced the wristband? What did they say after your second contact?

 

I look forward to your reply!

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

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‎09-12-2018 06:52

In response to AlvaroFitbit

‎09-12-2018 06:52

@AlvaroFitbit yes it's the original band.  I was able to remove the band but a piece of it is stuck in it.  I tried everything to get it out.  I had already tried your suggestion before contacting fitbit.  Support said it's not from normal wear and tear and it's not covered under warranty.  I emailed them back and asked what it is in fact caused from then because it's only 9 mos old.  They have not answered.  Super disappointed in this product.

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‎09-12-2018 07:41

In response to HerHighness

‎09-12-2018 07:41

@HerHighness thank you for your reply. This is really odd. Could you share a picture of your tracker? If we have a better idea of the situation we may be able to help you.

 

I look forward to your reply!

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

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‎09-12-2018 07:47

In response to AlvaroFitbit

‎09-12-2018 07:47

@AlvaroFitbit I tried to attach a photo on my last reply but it's too large and I don't know how to make it smaller.  

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‎09-12-2018 09:04

In response to HerHighness

‎09-12-2018 09:04

Hi @HerHighness

 

Your computer or phone will have photo editing abilities via a program or app. Just resize it by a percentage or crop to the actual part you wish to post here.

Stepping in the U.S.A. since September 2013. Android 14

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‎09-12-2018 11:13

In response to Odyssey13

‎09-12-2018 11:13

20180912_074616-1.jpg

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‎09-13-2018 12:24

In response to HerHighness

‎09-13-2018 12:24

@HerHighness thank you for sharing the picture and @Odyssey13 thank you for the tips that helped her with this. I haven't seen this type of issue before. I wonder if you could contact and jewelry shop or watch repair shop and see if they can help removing this part as they may have the necessary tools for this. This is only a suggestion so it is up to you if you wish to try it.

 

Keep me posted!

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

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‎01-13-2020 15:24

In response to AlvaroFitbit

‎01-13-2020 15:24

I have this problem as well.  The band (came with the fitbit) is cracked and i normally take the band off every 3-4 months to clean the area.  It is now jammed - i can get one side off but i cannot depress the other side (with the crack).  I have tried with extra pressure and nothing.  I will contact customer service as well.

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