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Wristband randomly detaches from Sense

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‎11-21-2021 07:18 - last edited on ‎11-22-2021 19:48 by Fitbit Moderator

‎11-21-2021 07:18 - last edited on ‎11-22-2021 19:48 by Fitbit Moderator

I purchased my Sense in July of this year.  The watchband on my Sense began detaching at random while sitting in the car on my way to Moab 2 weeks ago.  I contacted customer support and they sent me a replacement band. The new replacement watchband sent to me does not attach securely on either side of the watch.  I continue to have the same issue with the replacement band detaching at random from the watch.  I cannot use the product, as I have no confidence the watch will stay on my wrist. The watch is unusable for the stated purpose.  Please send me a full refund.  I will consider FitBit for a future purchase once the design team correctly engineers the watchband attachment system.   For now, the current design is a failure and I must consider other products.

 

Moderator Edit: Clarified subject

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‎11-21-2021 11:06 - edited ‎11-21-2021 11:12

‎11-21-2021 11:06 - edited ‎11-21-2021 11:12

You’ll need to contact customer support again.

Mainly users of the device on this forum. 

To obtain assistance directly from Fitbit, take advantage of the contact channels on the Support page at contact.fitbit.com.

 

 

Sense Activation 11/3/20\IPhone 12 Pro Max\SimpleClockPro Watch Face\Spigen Rugged Armor Pro Case/Band
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‎11-22-2021 08:47

In response to Clove6060

‎11-22-2021 08:47

Can you provide information regarding the future design of the Sense, and whether the design will be updated for future models that provides a more secure attachment system? 

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‎11-22-2021 20:00 - last edited on ‎06-02-2024 04:57 by Fitbit Moderator

In response to DurangoKen

‎11-22-2021 20:00 - last edited on ‎06-02-2024 04:57 by Fitbit Moderator

Hi there, @DurangoKen. @Clove6060 Thanks for stopping by to help our member.

@DurangoKen Thanks for bringing this to our attention, I'm sorry for this inconvenience. Every feedback shared in the forums is always provided to our team as this helps us to work and improve our devices. I understand where you're coming from and rest assured your comments won't go unnoticed. While reviewing your details, I noticed you've got in touch with our Support team. I'm sure they'll continue helping you with this matter, please keep an open communication with them.

About your other question, we provide refunds to any order purchased from our Fitbit store that is within 45 days as described in our Warranty Policy. If your Fitbit was purchased from another retailer, I'd recommend getting in touch with them so they can provide you with more details about the refund policy.

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