Lost Fitbit due to broken broken band

[KatherineMalone]

I bought my Fitbit last month and have loved it apart from the faulty band. I've now lost my device due to this fault but 'loss isn't covered under warranty' even though the loss wouldn't have happened if there wasn't a physical defect. I've contacted customer service and they've been incredibly unhelpful and offered a discount as if I would spend more money on a device I would likely lose again. I've looked through this forum and found 8 cases where someone lost their device due to a physical fault, including 2 where the device was replaced. 

[DavideFitbit]

Welcome to the Fitbit Community forums, @KatherineMalone. 

Thank you for sharing all these details about the inconvenience you experienced with your Charge 5. I'm sorry to see the device has been lost. 

I've been informed that you have indeed contacted the Customer Support team for further assistance with this and it seems they've provide you with more information. In this case and since this is related to a hardware problem, I do recommend that you continue the communication with them so they can let you know if there are any other options available for you. 

Thanks again for taking the time to share all your feedback and comments about this. 

[KatherineMalone]

Fitbit’s further information was just me being told lost devices aren’t covered and an apology without any action. I will be filing a formal dispute once the 15 day period passes.

[DavideFitbit]

@KatherineMalone Thank you for taking the time to share your feedback and your experience with this. 

I'm sorry to see that it wasn't possible to obtain a replacement. In this case, I recommend that you continue the communication with them so they can let you know if there are any other options available for you. In the meantime, you can find the complete warranty policy here. 

Thanks again for sharing all your feedback and comments about this.