Broken Strap Mount

[jsbmoore]

I have had my Charge 4 for a little while now and the last way I expected to fail was the strap mounts. 

I can’t believe the frequency with which this failure from a poor design has been reported on these forums.

It doesn’t seem particularly easy to get customer support either, with links that go round in circles or nowhere at all.

is there a satisfactory solution to this issue or am I simply wasting my time? 

[scotty_scott]

mine broke this morning boo hoo.

it wasn't sitting right so i unclipped and it was full of Dust!

[SunsetRunner]

Has happened to me, too - of course warranty just expired.  I assume there’s no such thing as  replacement part …

[emmegebe]

Mine just broke.14 months on the dot. I came here to see if there is a fix but it seems there isn't. I don't like the look of the case-type bands and apparently people have not had good luck with gluing the connector back on so this otherwise nifty little device is basically worthless to me now.

I'm very disappointed in Fitbit for not owning this issue. I won't waste my money on a Fitbit again.

[dmcaar]

My strap mount just broke, too. I s there a solution? I hate to have to dispose of all of my straps that don't for my old Charge.

[SunsetRunner]

I feel the same way.  Really enjoy the tracker features but hesitant about Fitbit.  Do you know if the other styles (other than Charger) have the same issue? 

[SunsetRunner]

I just came to look up the same thing.  Here is my experience, mine broke a few months ago while under warranty and they just sent me a new fitbit, and then it happened again last week.  It is still under warranty.  I was told that this time I have to return the old fitbit first before I get a replacement because now it looks suspicious that I had the same thing happen twice in a row.  The only reason I bought a fitbit is to track my steps to get a discount on my life insurance, I don't want to lose 2-3 weeks of data because their product is defective, which I explained to 2 different employees.  For now I have just taped the band back together as a quick fix.  I said I am happy to return it once I get the new one but apparently they can't authorize that because the system has me flagged.  I also sent them a picture of the first one that broke that has just been sitting in a drawer covered in tape so they know I'm not secretly selling them or whatever they believe I'm trying to do.  I asked if it was a common problem and was told it was incredibly uncommon but this thread suggests otherwise.  It is unfortunate they have chosen to blame the customer not their product.  I guess I will send mine in to get a new one but I certainly won't buy another fitbit after this one breaks outside of the warranty (which I assume won't take long given the track record of this one).

[jsbmoore]

I have noticed that posts some time ago regarding this issue were addressed by the forum moderators. The silence regarding this topic now is deafening.

I could understand if the battery failed. But this is mechanical failure in a piece of equipment that is designed for activity - or so it is marketed. Worst of all, it is designed in such a way that this failure mode is irreparable.

I wouldn’t mind if it was cheap, but it isn’t. It just makes me question whether a competitor is better or whether I need a smart tracker at all. 

If anyone asks me about what I think about Fitbit equipment I know how I’ll respond.

[SunsetRunner]

Same happened to me about 2 months ago after had it for about 15 months… used crazy glue. It was holding the band. But since mid May out of sudden its not keeping its charge anymore! 
what a waste of money! 

[JuanFitbit]

Hi everybody. Thank you for your messages and reports. 

If you haven't done so, please give our team a call or chat with them. They'll be glad to have a closer look at your Charge 4. 

Click here to get connected. 

See you around. 

[SunsetRunner]

Thanks to Juan’s post, I contacted Fitbit Support today. I was sure my warranty had expired but wanted to see if there was any recourse.

WELL!  “Shami” was the person who answered my call within the minute listed as wait time.  Very polite, understood my reason for calling.  He ckd on my warranty although I was certain it had expired- it hadn’t!  He walked me through the claim process and his reply emails Camry within a few minutes of FitBit receiving mine.   
Thanks to his thoroughness in reviewing my account, I had the option of replacement or discount on a different Fitbit. The “paperwork” was simple and my no- cost replacement is on its way.

My outcome obviously would have been different had my warranty expired, but I want my Charge4 community compadres to know the experience with Customer Support was very positive. Ask for Shami 😊

[JuanFitbit]

@SunsetRunner , Nice to see you back! Thank you for  your feedback and nice words, and for sharing your experience with Support. 

I'll  make sure that Shami gets your message. 

Please visit our discussion forums. There you will find several users who are interested in fitness, healthy eating, or better sleep and share lots of tips. They will be happy to meet you there.

Wish you a lot of fun with the Charge 4. 

See you around.