My Charge 4 band connector broke

[WalterWright]

Hello Fit Bit, my band connector broke on my fitbit 4. I believe it's in warranty i purchased it in June of 2021. What do I need to resolve this.  

Moderator edit: updated subject for clarity

[alr3]

My connector also broke two weeks sgo.  I got on the chat three times back to back to back, and each time, at some point in the conversation, the answer I typed Would get no answer, and then when I would hit SEND, my response wouldn’t show up on my screen.

The first tome this happened, at some point I gave up and closed the chat, opened a new chat, had to convince the new chat person to go into my file and review what I had already submitted, then we continued on…  until the chat again apparently stopped actually sending my entries.

After trying over and over (and waiting) for about 15 minutes, I again closed the chat, waited a bit, then opened a new chat.

Alas, again, it got to a point where my responses were obviously not being passed on.

Today, I got my new Charge 4, for which I paid full price after giving up my efforts to deal with customer service.

i used to be really, really proud of fitbit’s customer service.  If I weren’t involved in two different fitbit family “competitions,” Ivwould not have bought a new one.  And if fitbit had not removed the altitude/elevation/stairs climbed feature when designing the Charge 5, I would have bought a 5 instead of (thankfully finding a new) 4.

[laygan]

check out this site for warranty ...

https://myhelp.fitbit.com/s/support?language=en_US

good luck

[Acwylie345]

Mine just broke yesterday….. the charge 4 was horribly made compared to the charge 2…

[Acwylie345]

Thank you!! I ended up going with 50% off a new device and got the Fitbit sense with a 2 year warranty added. I hope it’s worth it!

Moderator edit: personal info removed

[Crazygamer53]

Hi, I’m happy that you were still under the warranty. I hope that your new Sense has a “Long and Problem Free” life with you! Take the time and look over the comments on the Sense Forum so you are aware of problems that may arise in the future and you can be on the lookout for. Best of luck with your new Fitbit!

Sent from my iPad

[EdsonFitbit]

Hello everybody, thank you for visiting the Fitbit Community.

I'm sorry to hear about the difficulties you experienced with your Fitbit Charge 4 devices. Thank you for trying to get them resolved before contacting us.

@WalterWright The best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

@alr3 Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

@laygan Thanks for your support.

@Acwylie345 Congrats on your new Fitbit sense. You can find the User Manual here.

@Crazygamer53 Thanks for your comments.

Have a nice day.

[Walleye-CT]

  I find it much better to call and deal with a person.  I had the same problem, spoke with a person who took information who took my information and sent me an email.  I took pictures of the damage and sent ti back, the next day I received a response.  I had to log on a make a selection between getting a warranty replacement or selecting a different tracker with a 50% discount.  I will receive a replacement via mail.

[dz1234]

Happened to me too, but it was "out of warranty" (it lasted all of 18 months) and they offered me 35% off another device. This is clearly a problem with their device, not from any abnormal wear and tear--in fact, the fact that mine lasted this long might indicate that I treated it well.

The charge 4 has been crappy from the beginning--gps dropping, unreadable screen outside, syncing issues and now this. The charge 5 sounds like another lemon. I was a charge 2, a charge 3 and now a charge 4 owner. They have lost a loyal customer now.

[Schnuti]

Hello Support,

my Fitbit Charge 4 band connector is also broken now after less than a year use.
I'm really disappointed with the quality now, as this was the 3rd FitBit which has broken now (Alta, Alta HR, Charge 4).
How should I proceed, as there is no E-Mail support any longer?

I have pictures and a video where you can see that.
Thank you

Miriam

[dz1234]

Did you try the online support chat? I got a rapid response from there and an email with my 35% discount on a purchase of another device.I'm disappointed with the response, but at least it was a rapid response.

[dz1234]

Clearly there is a flaw in the design. Unfortunately, mine lasted longer than the warranty and was only offered 35% off a new device. Most of them will probably break eventually. The lesson here is to make sure you break it before the warranty runs out.

[DMSJS]

Mine broke this morning after 8 months.  The attachment on the frame snapped off.   Fitbit is declining to honor my warranty because, although I bought it thru Amazon, it came from a 3rd party.  Absolute garbage.

[dz1234]

someone posted in another thread that something called a "supcase" band worked for their broken fitbit connector. I can't vouch for it, but it might be worth a try.

[DMSJS]

Thanks for letting me know.  I'll look into it.

[Yorkielover]

Look up goseth charge 4 on amazon.  Ugly but at least you can use the tracker.  

[TlatoaniXXI]

The same with my Fitbit charge 4, the wrist band bro ken after 10 months, it looks like the wrist band material , does not resist ….Sweat!

So poor quality material 🥵😩😡

[Mginder35]

Thank you

[f.i.t.mom4]

I wish I'd seen this post a few days ago.  The band connector broke on my Charge4, too. It's only 11 months old. I ended up calling Fitbit Support. The rep explained that their year warranty doesn't cover normal wear (which this obviously isn't) so they opened a case number, and emailed me instructions about how to send them photos of the damage. I did that, and they responded with an offer to either replace the "pebble" portion with an identical Charge4, or 50% off on a different model.  I opted for a free exact replacement, figuring I already have a band and charger that fits, and I don't want to spend more money.  Now, I'm wondering how long the new Charge4 will last, since it's apparently an inherent design flaw.  I had a Charge3 previously, and the band connector is similar, but it never broke off. (The Charge3 screen went totally black after a year, which is when I bought the Charge4.)

My Charge4 is Rosewood color...I'm curious what color units other people with broken band connectors have?  (Colorants can affect the characteristics of plastics in a negative way. https://www.manufacturingtomorrow.com/article/2018/05/how-colorants-affect-plastic-characteristics/1... )

[DMSJS]

My Charge 4 is also Rosewood.