Wristband keeps detaching from Sense

[Sandicobia]

The band is detaching from the device. I have had more problems with my Fitbits.  So frustrating.  This model is way overpriced and the connection is garbage basically.  The versa with the pins me did this.  These are plastic clicks that clearly cannot hold the band in place and keep it connected to the device.  I’m very disappointed. 

Moderator Edit: Clarified subject and updated label

[terry.lee]

I had my fitbit sense come unclasped from the watch face when I jumped in to water on a lake that was 10 feet deep and had a foot of muck at the bottom. Bye bye $300 all because the company manufacturers a watch with a problem.

Ofc support wont do anything to help me. It's not their fault they made a faulty product, it's mine for swimming with a watch that's designed for activities including swimming. What a load of crock. If they don't replace this fitbit I guarantee I will never purchase a fitbit again.

I did not have the issue with any previous fitbits. This is clearly a design flaw in the sense and customers shouldn't be held accountable.

Moderator Edit: Formatting

[LizzyFitbit]

Hi there, @terry.lee.

I understand where you're coming from and I'm sorry you've gone through this experience with your Sense. Our team constantly works on our products and every feedback shared in the forums never goes unnoticed as it helps us to improve them and make sure we're delivering what our users want and need. Your comments won't be the exception and will be passed along.

I appreciate your feedback about your interaction with our Support team and while I don't have access to your case, my best advice is to keep the communication with them so you can receive more details about their resolution. You can reply back to the last email sent by them, or contact them via chat or phone by clicking here.

See you around.

[SusieQue13]

I have had the same thing happen multiple times too! Luckily I have found it each time. So frustrating to spend this kind of money on something that may or may NOT stay on my wrist. :*(

[LizzyFitbit]

Hi there, @SusieQue13.

Thanks for joining this thread and sharing your experience with your Sense. I understand how frustrating this has been for you and your feedback won't be taken for granted as it'll help us to work on our devices, as well as improve our service. I went ahead to review your details and I noticed you already have a case created with our Support team. It seems they're providing you with assistance, please follow up with your email case should you have any further questions.

[Juscc]

I'm also experiencing this issue. I didn't think much of it, until today my watch fell onto hard floor causing the screen to smash...

I've just contaced FitbitSupport via Twitter, hopefully I'll hear back soon...

[LizzyFitbit]

Welcome on board, @Juscc.

Thanks for joining this thread, and getting in touch with our Support team. I'm sorry you've had this experience with your Sense and because you already have a case created, I'd recommend keeping an open communication with our team so you can receive further assistance. I'm sure they'll get back to you soon.

[jhl2]

I got a new sense for Christma to place my lite wrtistwatch. I'm having the same problem and am very lucky not to have lost my new watch. From reading the thread it sounds like the best solution is to rorder several bands and hope one of them works. This is extremely anoying to have to do with a brand new watch. Also, why should I have to pay for the new bands as this thread suggests lots of folks are having this problem. Very dissapointing. Why in the world did you stop using a system that had been proven effective?

[LizzyFitbit]

@jhl2 Welcome to the Community.

Thanks for sharing these details with me. I see where you're coming from and I'm sorry for the experience that you've had with your Sense wristband. Every feedback shared in the forums helps us to evaluate and improve our devices, along with our services. Yours is truly appreciated and please know it won't be taken for granted.

If you haven't done so, my best advice is to get in touch with our Support team so they can evaluate your options. You can click here to get connected with them via chat or phone.

See you around.

[Kitergirl]

Hi team,

same issue for me and I’m gutted as I have now lost my trust in the product. I had the versa 2 for a couple of

years and kite surfed in it, surfed, swam etc and never had a problem. My new sense came

off while

playing frisbee in the water and it was lost, my partners came off washing the car the other day. Fitbit have replaced my sense for which I’m grateful, however now I don’t feel like I can kite in it or do anything really, which is the reason I have this device, it’s a fitness watch! I have the normal band that it comes with, any tips for keeping it attached? I’m tempted to super glue!

[LizzyFitbit]

Hi @Kitergirl. Welcome on board.

Thanks for letting me know about your Sense and your experience with our Support team. While I'm glad you received a replacement, I understand your concern with your band and I'm sorry for the inconvenience you've experienced. We usually recommend reviewing this help article which explains how to latch and secure your band on your wrist. However, if the issue persists with your replacement, my best advice is to contact our Support team one more time so they can see what else can be done for you. To get connected with them via chat or phone, just click here.

Have a good one.

[Kitergirl]

Hi Lizzy,

I do appreciate the reply, however I’d love to highlight that the problem does not lay with me not knowing 

how to don a simple wrist watch, I feel competent in this field. The issue is with the new quick release in which the watch face is attached to the strap, just want to clear that up. To the best of your knowledge do you believe this design flaw is being rectified? And a new sense 2.0 will be arriving?

Alternatively do you have any advice to stop this happening to the current sense?? I’m struggling to find any info in this and really do not want to lose another one!

cheers

[jhl2]

I contacted support. Great experience. They are sending me a replacement
watch. All handled in 15 minutes or so. Chat agent was quick and responsive.

John

Moderator Edit: Personal info removed

[terry.lee]

lucky that it didn't detach while you were swimming in a lake causing it to get lost or you would be SOL. 

[LizzyFitbit]

Hi there, @Kitergirl, @jhl2 and @terry.lee.

@Kitergirl and @terry.lee I understand where you're coming from about this situation and appreciate the time taken to share your feedback with us. Our team constantly works to improve our devices, and every feedback shared in the forums is a big part of the process. Rest assured your comments won't go unnoticed. If you continue having this issue, try getting in touch with our Support team so you can receive further assistance. Please click here to get connected with them via chat or phone.

@jhl2 Thanks for your kind words! I'm glad you had a great experience with our Support team and I hope to see you back on track soon with your replacement. Please follow up with your email case should you have any further questions.

[jhl2]

Got the replacement fitbit and could not charge it! However, I could with my old charger. Looks like the pandemic is presenting fitbit with some quality assurance challenges. It's all good though. Great support overcomes these little hiccups, and the support has been VERY good. Response 24/7 and worked hard to get me back on track.

[LizzyFitbit]

Hi there, @jhl2.

Thanks for your efforts while working on this situation. While I'm sorry you had issues with your replacement, I'm glad you also receive help from our Support team. Please know every feedback helps us to evaluate and improve both our devices and services, so rest assured yours won't be the exception. If you need anything else, don't hesitate to let me know.

Have a good day.

[Hedodoc]

I have been having the same issue with my 3 week old Sense, which I got to replace my Ionic (recalled).  I lost my Ionic once when the band detached on a bike ride shortly after getting it, but I had my contact information on the band and an honest lady found it and returned it.  I have 3 different bands for my Sense and they all fall off randomly, including the original band.  I was on a plane recently when about to disembark when the watch fell off my wrist.  I found it JUST before someone was about to step on it.  The band detaches several times everyday now no matter how careful I am to replace it.  This happens with ALL my bands.  Given the price of this watch, I find it remarkable that the method used to connect the bands is so incredibly poor and unreliable.  I am still in the window of return on Amazon so it's going back and I'm done with Fitbit. There is NO excuse for such a poorly designed band connector. 

[terry.lee]

Imagine having paid $300 MSRP right when the watch was released, to only have 3-4 months and then the watch comes off as your swimming and fitbit says it's not their problem. 

True story. Happened to me, was absolutely terrible. 

[Hedodoc]

Sorry to hear that.  I've been using Fitbits for years now and generally have greatly enjoyed them.  To have manufactured a rather "space-aged" watch with a ton of useful features that few others can match, to then put such an incredibly poor band connector on it is rather stunning.  WHAT were they thinking??

I am going to another manufacturer for sure but *IF* Fitbit can make a watch with a decent band connector (which we have had for, what, 100 years now?) I might consider one again.  But for the time being, no Fitbit for me.  Seems to me an "active" user just might need a connector that is proven reliable . . . the very group of users Fitbit is marketing to are the very ones their band connector is most likely to fail. 

Fitbit!! Are you listening???

[jhl2]

I had the same problem. I contacted Fitbit and they replaced my watch. That
seemed to fix the problem.
John

Moderator Edit: Personal info removed