Sense wristband opens too easily

[Flenty]

Hello,
I have a problem with the strap on my new Fitbit Sense. Both the original silicone bracelet and the replacement metal bracelet can be opened very easily with the movement of the arm alone. I have already almost lost my watch several times. The new locking system doesn't seem to work very well, because the button 'opens' as soon as you move your arm. Not ideal for a sports watch. What solution do you suggest?

Moderator Edit: Clarified subject and updated label

[N8teGee]

Hi @Flenty.

Which part is becoming detached, the part that connects into the watch body? If so I would say your Sense is definitely faulty, I've had mine since launch and it's never detached. 

[LizzyFitbit]

Hi @Flenty. Welcome to the Community Forums. @N8teGee, thanks for your great help!

Thanks for letting me know that both the classic and metal Sense wristbands open very easily. This shouldn't be happening and I'm sorry for this inconvenience. So I can look into this matter, did you make sure to latch the wristband on your Sense correctly as described here? Are both wristbands Fitbit products? Also, do you see any broken part on the wristbands or the watch?

I'll look forward to your response.

[stephaniej1999]

Yup. It just happened to me. 
received it on Monday...... lost in been the building and my car. Someone has a brand new toy, I’m outta a couple hundred bucks. 
‘and the WORST PART? Help desk says I cannot even keep it in a stolen list, let alone brick it. The ‘new user’ just needs to create a new account - and it it theirs. Very sad and disappointed. 

[Flenty]

Hello,

Thank you for your answer. Both wristbands were attached correctly. I also don‘t see any broken parts. Both wristbands are originals. They don‘t open permanently. It all depends on the movement of the wrist. 
Best greetings 

[LizzyFitbit]

Hi @stephaniej1999. Welcome on board. @Flenty, it's good to see you here.

@stephaniej1999, thanks for letting me know about your lost Fitbit Sense and I'm sorry that you're having this experience. While there isn't an option to lock your watch so it can't be used by other people, your feedback will be passed along as it'll help us to improve our products and services. You can always contact Support team if you have any other question about your case details.

@Flenty, thanks for checking the suggestions from my post and for the information provided. Because the Sense wristbands keep opening, I've contacted our Support team and requested a case on your behalf so they can continue helping you with this matter. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

See you around.

[stephaniej1999]

thank u for responding, Lizzy,

unless y'all are gonna send me a replacement, I'm gonna sulk and feel sorry for myself for a few more months that it lost itself the very first day outside, ok?  🙂

for such an expensive piece of kit, we really need to figure out how to make it less a desirable thing to steal/confiscate them. at least, block them from opening a new account would make me feel a bit better, you know?

[raymondotango]

Happened to me as well. Band opened and the watch fell onto the ground which cracked the screen. Fitbit know there is a problem with the watch straps as they have offered me a replacement strap, but will not repair the cracked screen.

[LizzyFitbit]

Hi @stephaniej1999, it's good to see you around. @raymondotango, welcome to the Community Forums.

Thanks for sharing your thoughts about the Sense. I understand where you're coming from about the issues experienced with your new watches and I'm sorry for this inconvenience. As mentioned above, our team strives to improve our products and feedback like yours helps us to work on them and be sure we're delivering what our members need. Because you have a case open with our Support team, my best suggestion is to keep an open communication with them so you can receive further assistance and details about their resolution.

If you have more questions, let me know.

[TheNoname]

This happens to me as well! I have almost lost my watch several times now.

[stephaniej1999]

is fitbit planning to take any action - Im thinking replacement is in order! - to compensate me and other customers who purchased a very expensive device with a faulty design?

[stephaniej1999]

😥

[raymondotango]

Only the wristband.

[SunsetRunner]

It happened to me several times at home. I can't imagine loosing it like you outside the street. I noticed it opens quits easily sometimes with minor movement. Other times it is stable and tight. 

But still not a mechanism to depend on.

I like the anders of some operators here. They will report it to improve the product. How can they improve the mechanism on the sense is beyond my ability to comprehend. 

[LizzyFitbit]

Hi @TheNoname, welcome on board. @stephaniej1999, @raymondotango and @SunsetRunner, it's good to see participating in the forums.

@TheNoname and @SunsetRunner, thanks for joining this thread and sharing the issues you've had with your watches. I've gone ahead and requested a case on your behalf so you can receive further assistance from our Support team. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you via email soon.

@stephaniej1999 and @raymondotango, thanks for your continued feedback and I'm sorry for the experience that you've gone through with your Sense. I understand your point of view and while I don't have access to your cases, please reply back to our Support team should you have more questions about their resolution. That way you can receive more details from them.

See you around.

[katwoman5]

Dang! I came looking at the potential issues with this watch, as I was thinking of upgrading. I had my Ionic band fall off and I did not even notice! I got lucky and found it in a planter outside the school. This is a concern of mine!

[acrider]

I was excited about joining Fitbit...but now...

I am curious if this has been fixed?

I just recevied my Sense and the straps fell out taking it out of the box (didn't even get the wrapper off the watch)...put back in the box and sent back for replacement.

If the probems isn't fixed...should I just cancel the replacement?

[awlllwa]

I just had this happen to me this morning, only this time it was when I reached for he toilet roll and it fell off for an apparently very long fall of 18" onto tile cracking the screen.  I had just ordered a new Horween leather band last night because I have become sick of it detaching all the time.  I have had 3 other fitbits over the year, and never once had a connection detach like this.  That incudes one getting ripped off my arm hard enough to tear the rubber in two, but the latches stayed put.

I am processing a replacement through the FPP because this is apparently not a warranty issue.  I guess a feature of buying their most expensive watch is to make sure it can fall off easy and sucker us into buying a new one every time we loose or break it.  Its a good design decision to piss off your loyal customer base..... ok, rant over.  At lease I am only out the $70 for the FPP and $40 for the deductible, and $60 for a new band... and.... no I'm still annoyed this is ridiculous. 

[acrider]

Follow up:

I received my new Sense and there is noticable difference in the watch/band connectors.

The "New" Sense connectors make an audible "click" when the band is inserted and the band can be moved from side to side or up and down without the band falling out.

I've worn the new Sense for 2 days and the band is still quite firmly attached. (I am still a bit concerned about it falling off while being active outside - may order a different style band that holds it from the body of the watch vs. from the existing locations.)

[awlllwa]

I also received my replacement Sense through the FPP.  This one seems to fit with more confidence.  I checked between the old and new one, the spring tension on the mechanism seems to be ever so slightly higher.  But it defiantly seems to hold better.

I checked the model numbers before as well.

FB512 TI (Received October 2021)

FB512 TK (Received April 2020)

So maybe they quietly revised this issue.