How/where to buy the band connector for a Charge5

[jssmith]

I broke the plastic ban connector on my new Charge 5.   How/where do I buy a new band connector...or do I need a whole assembly (connector plus band).  According to the warranty, things I break are not covered...No problem.  Now how to get and replace that little piece.

[Odyssey13]

Hi @jssmith  have you checked with support first to see if it is covered? https://myhelp.fitbit.com/s/support?language=en_US 

It never hurts to ask.

[jssmith]

Thanks Odyssey13

Tried calling support...No answer.

Tried chatting support...must have a Twitter account...no thank you.

Started down the rabbit hole on Warranty...and it has boxes checked for what is covered and what is not.  Specifically, it is not covered if I break it. I have never seen a "quick release", and only now, after breaking it did I find a video on how to release.  Sadly the connector seems to be integral to the device and not to any replacement parts of bands, so it does not come as part of any third party replacement bands.

Will keep trying to reach them, but I may need to wait a bit for third parties to sell the quick release.

Thanks.

[jssmith]

Forgot to add...It says that I can reach Support if I sign in using Gmail account, but because I did not set my account up using it, it will not allow me to log in....Its a lesson is preventing customers from reaching you.

[Odyssey13]

@jssmith  I've asked a Fitbit Moderator to stop by to assist you. They will know what to do. 

[Wibby]

Hello @jssmith 

I really, really hope Fitbit will replace your Charge 5!

If they don't, I've seen some 3rd party straps on Amazon that completely encompass the 'pebble' part of the watch, so you can use them even without the connector (it looks like).  I don't know where you're based, but here's a link to the American site.  If you're somewhere else, at least you'll know what to look for).

Rugged Replacement Band 

There seem to be a few companies making them, so it's worth having a look around.

Like I said earlier, I really hope you won't need this, but just in case...

[JuanFitbit]

@Wibby Thank you for your post. 

@Odyssey13 Thank you for letting us know about this thread. 

@jssmith Thank you for taking the time to share your feedback with us. 

Normally  you should be able to chat with us  without a Gmail address. 

Depending on your your location you could also try contacting us via email. 

On the link shared by Odyssey13 , (Support) scroll down and make sure that your country is selected. If you see any other one. just click on it and change it. Then you'll see the options available to your location. 

[jssmith]

Thank you all for your help.   Today, my account opened without using Gmail or Twitter, and I reached a CHAT agent who told me that they could not repair it.  The "quick release" connector was integral to the device.   After a photo of the the receipt, device, and broken part, the agent told me they would send a replacement Fitbit.  I am surprised. All I hoped for was to pay for a replacement quick release or to send it to them for repair, rather than full replacement.  So again...Thank you all for your suggestions.   BTW...it works in my pocket just fine for distances, steps etc. 

[Odyssey13]

Wonderful news @jssmith and thanks for coming back to tell us. When you get the replacement, be sure to sync the current Fitbit one last time and get it out of range of the new one. Set up the new one as a replacement on existing account and your history will continue. Keep on stepping!