Sense band broke

[Salakos]

My band continues to snap off and I just purchased this product on July 15th. While I was running, the band disengaged at the device itself and fell to the concrete, severely damaging the screen. How do I get a replacement? I haven't even had the device for 2 months. 

Moderator edit: updated subject for clarity. 

[Odyssey13 · Accepted solution]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[Rhonda_C]

Under the warranty tab, there is a section for a new band, my sense infinity loop broke too after less than a month and I received one within a week. They were very responsive regarding it. 

[WilsonFitbit]

Hello @Salakos. Welcome to the community forums. @Odyssey13, @Rhonda_C Nice to see you around and thanks for your great input. 

@Salakos Thank you for the detailed information. I was able to see that you reached out to our Support Team and they have provided a replacement for you. If you still have additional questions or inquiries, I recommend replying back to them and they will be more than glad to continue assisting you. 

@Rhonda_C I also appreciate your information and I'm glad to hear that your inconvenience was resolved. 

[blueorbits]

I read through this carefully and am in the same boat. My Sense band snapped off and is not repairable because the little connector lodged in the port. Has anyone else experienced this?

What to do? My watch is not wearable now.

[Salakos]

Hey! I’m sorry to see you had this problem, too. I contacted FitBit via their automated chat service and they mailed me a new “pebble” without any fuss or asking many questions. It was very quick and easy.

Sent from Mail for Windows

[LizzyFitbit]

Hi @blueorbits and @Salakos. It's good to see you here.

@blueorbits Thanks for joining this thread and I'm sorry you're also having the same experience with your watch. Because this shouldn't be happening, I went ahead to review your details and it seems you've already contacted our Support team. Because they have access to your case, I'd suggest keeping an open communication with them as I'm sure they'll continue working on this to bring you back on track.

@Salakos Thanks for sharing your experience with our Support team. I'm glad you've received help and I hope you can keep enjoying the experience with your Sense.

Have a good day.