Band broke but magnetic piece stuck in the device

[dincerm]

Hi,

My fitbit sense band broke last night but the magnetic piece still in the device and I cannot remove it. Is there any easy way to remove that thing?

Regards.

[Gr4ndp4]

Hi, @dincerm, welcome to the community. The band is not secured to the pebble with a magnet, attachment and removal are demonstrated in this video from 17.03 to 17.39.

I hope this helps.

Cheers

[dincerm]

Hi @Gr4ndp4 

I think that video shows the regular removal of the band, which I am used to. However, my problem is different.

Please see the photos below:

[Gr4ndp4 · Accepted solution]

Hi, @dincerm, thanks for the photos, I think the video demonstrates how the latch works (unless it's damaged). May I suggest you try some warm soapy water, push the latch and use tweezers or needle-nosed pliers to try and grip the embedded band part? Incidentally is this a Fitbit band or a third-party band, I've not seen Fitbit bands break like that before.

Let us know how you get on.

Cheers

[dincerm]

Hi @Gr4ndp4 

Plier worked indeed after a bit of pull! Now I need to order a new band from Amazon (this was the original one as far as I remember).

I hope pulling out that part didnt do any extra damage to my Fitbit, fingers crossed!

Thank you very much for your help.

Regards.

[Dr_AKumar]

Is the broken band covered under the warranty of Fitbit Sense

[Gr4ndp4]

Hi, @Dr_AKumar, talk to "Customer Support" using the chat facility or phone for prompt attention. The warranty excludes accidental damage unless you bought the FPP subject to the bands being Fitbit bands (not third-party bands from somewhere like Amazon).

I hope this helps.

Cheers

[Dr_AKumar]

Hello

Thanks for the feedback.

Please note that this is not an accidental damage, but the strap got stuck and damaged. Obviously I was using the watch under normal circumstances, but we never expect that it will be ripped off so easily.

To be honest, we never expect such a poor quality product while spending in excess of Rs 22000.

Please share a replacement of the watch, otherwise I will need to escalate the concern on other platforms.

Looking forward to your feedback.

Awadhesh

Sent from my iPhone

[Gr4ndp4]

Hi, @Dr_AKumar, as indicated you need to contact "Customer support"  yourself, I'm a community member see this post .

Cheers