Sense wristband won't stay connected

[rjkuser]

I want to know if other people have had any issues with the watch band. I bought 2 Fitbit Sense watches for my husband and I. My band popped off one day. I reattached it but was worried it would come off again. 
My husband went bike riding and noticed after he was home that his watch was gone!! I suspect his band came off too while he was riding and lost it. I complained to Fitbit support but they offered me no recourse whatsoever. They stand by their policy of not replacing lost watches - even though I believe we lost it because of a defective band. $485 CAD down the toilet. We’ve only had the watches for a couple of weeks!!!

Anyone else have issues with the defective band?

Moderator Edit: Clarified subject

[eezeepee]

@Myrrheeu Welcome to the Fitbit community.

I only use the original bands it came with and when I swap between the two, I give it a good tug while holding on to the watch to make sure it's secure. Also, make sure nothing is blocking the locking mechanism. When it's in with a good click, I've never had it come out.

[mikmak001]

Yeah as I mentioned in another reply I had replaced the supplied rubber band with a flexible stainless steel band. I suspect this is what wore down the latching mechanism and made the fitbit Sense unreliable to wear. For now I am wearing the rubber band but that is a recipe for getting a rash from the rubber. The stainless steel bands are better for my skin.

[eezeepee]

@mikmak001 That's interesting because I usually hear of skin reactions to metal more often than the silicone bands. So even though you think the steel band wore down the latch, it still holds on to that band fine?

[Myrrheeu]

I'm glad I read your post because I complained about the band coming undone
and they are sending me a replacemen tband.

[Flamboyant]

Glad to hear that they have changed their tune and for good reason.  It’s obviously an issue, not user error, and it took them a year to realize it.  I too had mine only a month and they ignored my pleas. Hope they’re reading this and Congrats to you!

[Jasstaff]

Wrist band is horrible. Takes forever to put it on, hurts my wrist. First thing I had to do was replace it with a NORMAL wrist band. I am amazed that more people have not complained!

Moderator Edit: Word choice

[eezeepee]

@Jasstaff Welcome to the Fitbit community.

It's actually a very quick and easy strap to put and and take off for me. No complaints here. 

[Mkwill]

Mine disappeared also. All of a sudden just noticed that it was gone I think the magnet power that keeps one end of the band secured to the Fitbit itself is insufficient.

[eezeepee]

@Mkwill Welcome to the Fitbit community.

There are no magnets for the watch band to stay on the Sense. It's just clipped in by the plastic part and it's spring-loaded.

[Jame6]

I’ve also had this problem, every time I take the watch off the bands fall off, the bands that came with it, not to mention I bought one from amazon that is even worse. I contacted support and they said they’d replace it but it doesn’t sound like that will help. Wish I read this before purchasing. 

[mikmak001]

Get the replacement.

Be very careful to open the locking mechanism and insert your band (in my case a stainless steel replacement band) ... Do Not Just push it in (will wreck locking ability). Review the instructions that come with the watch

Since I have gotten replacement Sense, using my third party stainless steel band and carefully inserting it ... no problems what so ever.

Very happy with Sense.

[susiemar]

Yes, I just got mine and it keeps coming loose on one side!

[susiemar]

Just got Sense ...It is already coming off on one side. I think I will contact company!

[LizzyFitbit · Accepted solution]

Hi everyone, and a warm welcome to our new members.

Thanks for bringing this to our attention, the pictures and your efforts while working on this matter. I understand how you're feeling about the band not connecting correctly and I apologize for this inconvenience. Our team constantly works to improve our devices, and the input we receive from our members is a big part of the process. Your feedback is appreciated and it won't go unnoticed.

I wanted to let you know that I'm going to close this thread. However, if you haven't done so, please try getting in touch with our Support team so they can evaluate your details and see what can be done to help you with this matter. They're available via chat and phone, just click here to get connected with them.