My experience with Charge 5 and Customer Service

[wonder7641]

My charge 5 device broke where the band connects. Its a small plastic ear where the post for the band attaches. Customer service said the warranty has expired and no repairs are available. I was offered a 35% discount on another watch. I hate to just throw the old one away. The warranty must be short. I lasted about 3 years so I guess thats the life span. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @wonder7641. Welcome to the Fitbit Community Forums. I'm sorry to hear about your Charge 5. We‘re taking your comments and sentiments in regards to our products and services into consideration. 

Please note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

As you mentioned, I've seen you contacted our Support Team before posting here and they've already assisted you. Even though I truly appreciate you took the time to come here and express your feelings towards your experience with your Fitbit devices and also want to find a resolution to your issue, my best advice is to keep the conversation with our team. Note for this kind of inquiries/cases/process, there's not so much we here in the forums can do for you as this is something that our team handles based on our policies. 

Thanks in advance! 

[123steve]

Hello Maria,  I was hoping the customer service could give me better advice than just buy another one. I shared my experience on the forum to let others know what to expect if their watch breaks. I haven’t given up yet on trying to get the band part replaced. 

Have a good day. 

[Bogmonster]

As an alternative to tossing the watch, if yours is still working, could be the option to just remove the band altogether and toss it in your pocket to at least keep steps. Another alternative would be to pick up some thermoplastic. If you're unfamiliar, thermoplastic come as small beads or in 3" dowel lengths and can be molded with a hair dryer, heat gun, or hot water. You mold it into what you need and then as it cools it hardens. Jewelers use it all the time. You might be able to find some at a hobby store as well. Anyway, cheaper than buying a new band and infinitely more useful around the house for other things as well.

Best of luck.

[alexthecat]

@123steve three years is a good run, but if the device still works it makes sense to keep using it. There are third-party straps like this that encase the device and bypass the need for that broken strap connector. Maybe that would meet your needs. 

[wonder7641]

Thanks for the reply. Those straps look like they may work. I was looking for an option other than trashing it or buying a charge 6.
I’m hoping someone at Fitbit will guide me on how to remove the existing band connector.
Steve
Sent from my iPhone

[wonder7641]

Thanks for the reply. Another forum member suggested getting a third party band from strapco.com. That may work as well.
Steve
Sent from my iPhone

[alexthecat]

@wonder7641 there's no reason to remove the band connector. Those bands are designed to work with the Charge 5 without any modification to the device. 

[wonder7641]

The ear of the connector has broken off.
Sent from my iPhone

[alexthecat]

@wonder7641 I understand that, but there is no reason to remove anything else from your Fitbit. You can do that if you want to, but it won't affect your ability to use a band that encapsulates your device. Those bands are designed to work whether or not the original connectors are present.

[BillT42]

Assuming your strap is in good condition, a couple of drops of superglue or equivalent should solve your problem...