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Charge 5 pieces that hold band broke off

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‎12-27-2023 15:57 - last edited on ‎12-27-2023 17:18 by Fitbit Moderator

‎12-27-2023 15:57 - last edited on ‎12-27-2023 17:18 by Fitbit Moderator

After 6 months of using my Charge 5, my band was showing wear from normal use.  I looked online to see if it could be changed - supposedly it can.  For Christmas, my husband bought me two new bands.  I watched the instruction videos first, then followed along to remove the old band.  When I depressed the small tabs to remove the band, a piece broke off of each side.  Neither the old or new bands will stay without these little rectangles that hold the release tab.  Today, I called customer service to see what options I have.  (There are multiple complaints in this community and when you search about this problem.)  I was told that a manufacturer defect would be covered by my warranty, but "misuse" is not.  Initially I was offered a 50% discount to purchase a new device.  My response was that it was a known defect. (My thought later is why would I want to purchase a product with known defects).  The CSR stated that she would need to take it to the "team" and get back with me.  She did with a reiteration on my "misuse" and a lesser discount offer.  What happened to customer service?  What about backing the quality of your product?  I'm incredibly disappointed and will be telling everyone I know about my issue.  

 

Moderator Edit: Clarified subject and word choice

Best Answer
1 REPLY 1

‎12-27-2023 17:36

‎12-27-2023 17:36

Welcome to the community, @FunandFitMom.

Thanks for the detailed information, and your efforts while trying to get the bands working on your Charge 5. I understand your frustration and I apologize for this inconvenience. We constantly work on our products, and feedback like yours helps us to evaluate as well as improve your experience with them.

To help you out with this matter, I've gone ahead and forwarded your post to our team so they can look into this and provide you with further assistance. Please keep an eye on your inbox, you'll receive more information shortly.

Best Answer