FitBit Charge 4 device breaks where the band connects

[SunsetRunner]

Is it normal for the Fitbit Charge 4 device itself to have the area where the band connects break? My Fitbit Charge 4 turned 1 year old on June 16th, 2021 - how disappointing it is for the device itself to break, right where the band connects. The band kept popping off so I thought it was a band problem so I ordered replacement bands, however, they fell off as well. When I looked at the Fitbit device closer I can see the area where the band connects is loose on one side, like it wants to come off. Is this a common issue? I am so disappointed with the Fitbit device - One year, wow. Maybe I need to look at other smart watches that have better reviews or are of better quality. Please let me know if anyone has similar issues. Thx,

[JuanFitbit · Accepted solution]

@SunsetRunner , A warm welcome to the Community! Thank you for your message and efforts. 

I suggest you to give our team a call, or chat with them so that they can check your Charge 4. 

Here are our contact options

See you around. 

[EmmaEriica]

Mine is 4 days old and the brace or what it calls is broken as well.. super annoying so i have to spend so much money to order new!

[SunsetRunner]

Hi Erica,

I followed Juan's recommendation and called Fitbit customer care, even though my warrantee period had ended a few days earlier. Fitbit did the right thing and offered me a replacement which is now being processed - a good outcome from a terrible experience. You may want to reach out to Fitbit customer care directly to see if they will assist you as well.

[EmmaEriica]

Thank you! I've been in contact with the company I bought it from and they will send me a new one but if this happens again, I will contact Fitbit right away.

[copdha]

Same problem here.  1 1/2 years old (hadn't even used it a good part of that time).  Same issue--one side kept popping off.  Looked closely to find that one side of the band connector was broken and lifted up and down allowing the band to disconnect.  One year warranty, so guess I'm SOL!  Not sure I want to replace with another Fitbit either if it's only going to last less than 2 years with minimal usage.  Don't think it is worth the time and effort to contact their support--not likely to get anywhere!  

[Cryz_tal]

This happened to me too! Did Fitbit assist you with this? I tried calling and was hung upon. 😞

[maryannepetrie]

I have had the same problem. My fitbit is about 18 months old as well. This is my third fitbit. I have been very disappointed with it. They crash and die or the battery drains down overnight and now the strap keeps pooping off. 

[easeagraves]

I just recently had the same issue. I had the original band break, so I just bought another recently. It broke yesterday and I realized it's actually the bracket on the FitBit Charge 4 that is broken. 

[Cryz_tal]

I ordered a free replacement via customer service fitbit chat.hopefully it doesnt break

[copdha]

Offer me a 35% discount toward a new watch, but I decided to scrap Fitbit. Why throw even discounted money away if in 18 months you have throw the watch away?

Sent from Mail<> for Windows

[copdha]

Since my one year warranty was up, they wouldn’t replace it, but offered a 35% discount toward a new watch. Given the significant number of replies received with the same problem, even with replacement watches, I’ve decided to scrap Fitbit and perhaps go with another better made brand. Why spend money on watch that you have to throw away after 18 months?

Sent from Mail<> for Windows

[SunsetRunner]

Hello Juan,

I followed your guidance and was offered 50% off any device or a free Charge 4 - I chose the Charge 4 since I already have multiple bands purchased - I hope this device lasts a lot longer as compared to the previous one

[easeagraves]

They did the same for me, but went ahead and ordered a different FitBit.

Moderator edit:  removed personal information

[SunsetRunner]

Hi easeagraves,

I followed Juan's guidance and was offered 50% off any device or a free Charge 4 - I chose the Charge 4 since I already have multiple bands purchased - I hope this device lasts a lot longer as compared to the previous one

[HeatherLJ3]

I just had this happen to me, my fitbit is only 1 1/2 years old and the company will not do anything to help with the issue since it is no longer under warranty. 

I feel they will be losing many customers this way, and lose their line for the charge watch. I have been a long term customer and may change brands. It's very disappointing. 

[cfenn2010]

I have the exact same issue, my band connector just broke and I only got the charge 4 last year at the end of July. I'm active duty military and currently stationed in Germany--can I still call the same customer service number? I really wish you guys had an email option. I tried live chat but it didn't work. 

[copdha]

Can’t answer your questions. I don’t work for FitBit. I was a customer who had what appears to be common problem with the strap connectors. Decided to scrap FitBit. Good luck with getting yours repaired or replaced and thanks for your service. We’ll actually be going through Germany end of month on a Viking Cruise!

Sent from my iPhone

[JuanFitbit]

Hi everybody. Thank you for sharing your experiences with Support.

If you haven't done so , please get in contact with our Support team for further assistance.

@cfenn2010 , A warm welcome to the Community! You can reach out with the same US number or chat channel and let our team member know about your situation in Germany, so that he/she can know in forehand .

Or if your German is fluid, you can always turn to our German Team  . The important thing is to let them know that you are on US military duty in Germany. 

See you all around

[the_wrong_shirt]

Same issue. For the last few weeks the wristband on my Charge 4 kept popping off, the worst result being two days ago when the watchface fell on a hard surface and cracked. I'd also ordered a replacement band but realised straight away it was no better and a waste of money. Then last night just as I was getting into bed, one side of the connection just fell apart, two small pieces of plastic and a tiny spring just lay there alongside the watch.
I bought this two years ago so I know there's nothing to be done but right from the start it's been two years of constant disappointment when so many times I've come close to throwing it in the bin. Now it's made the decision for me. I'll be ordering a new fitness watch this week but it won't be a Fitbit.