Broken charge port

[msjhunt]

Have had my Fitbit Charge HR for 1 year + 6 weeks, and the plastic bit surrounding the charging port has broken off.

Called customer support and since they offer only 1 year limited warranty they won't replace it. 

Seems like TONS of people have had this problem, and much sooner that I have. I take really good care of the device, and liked it a lot. 

They only offered 25% off a new purchase, but why would I want to buy another if it clearly breaks for so many people?

Seems like a design flaw thay they don't want to pay for.

Come on customer service, send me a replacement!

[SunsetRunner]

Hi @msjhunt

Unfortunately it's out the hands of the most awesome community.

Have moved this thread from the Charge HR to the Share Your Story section.

Your post will get more attention here.

[tgeering]

My band around my charge port also broke and my HR is only 8 months old. I am SOOOO SUPER SORRY to read all the problems surrounding this because I love my HR. Hoping Fitbit will honor my request and replace my HR. Maybe they should just start by issuing the Charge 2 in place of all the broken HR's!!

[MariamV]

@tgeering welcome to the forums! I'm sorry to read about your broken buddy. I'm sure our Support Team will get back to you as soon as possible. I love my Charge HR too. 

Good luck and keep us posted! 

[DebMontero]

Mine has done the same thing, I called and was told the same thing as well. Now I am saving up for a different tracker. Can't believe with all the same complaints the company won't stand behind the product~ I got mine through a company program so we are letting our employer know they don't back up their products very well

[Bjenkins]

Mine broke as well. I have just emailed customer support about it. I was really hoping for a easy fix, like a replacement part or something. But then I saw your message  and am very bummed that it looks like I may be out of luck. I love this Charge HR, its just the perfect size and has all the right, great functions. 

[chbrown03]

Sadly I had the same thing happen to me on Sunday with my Charge HR and the best solution I was offered was a 25% discount on another Fitbit product as the warranty had expired.  Since this is the second Charge HR that has not lasted a year (the first lost battery charge after seven months and was replaced with the warranty) it appears this is a quality issue and I need to look at other products instead of wasting money with Fitbit.  Very disappointing as I really liked the ability to track my activity and have benchmarks.

[Shorethingfit]

This is my 3rd one. They replaced the first one, then did not want to replace the 2nd one, I insisted... I was very annoyed that they wouldn't stand by their product. I see they no longer offer this model. I can see why.... I made a huge fuss and they did replace it. Now the 2nd replacement has broken... I doubt they will replace this one, but at least try for a discount!

[MariamV]

Greetings everyone! Thanks for taking the time to provide us with your feedback. 

@DebMontero @Bjenkins @chbrown03 @Shorethingfit 

I appreciate you bringing this up to my attention. I would certainly feel the same if I purchased an expensive fitness tracker that did not meet all of my expectations. However, our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase. Sometimes depending of the region can be 730 days.

Our customer support team strives to keep every single Fitbit customer on track and, as part of that goal, they will seek alternatives to keep you working towards your fitness goals. This, at the moment, depends on the region where you're located when gestures of good will like discounts come in to play.

If I may, I believe the 25% discount is a great way to get a new tracker from Fitbit's trackers new generation. These have evolved taking into account all of your feedback guys; they come with new features and improved designs. Check them out here! 

Feel free to post back!

[jasonh14]

fitbit customer service is a joke.  all they do is offer a 25% discount and tell you to buy a new one. 

all anyone from fitbit does in a post is say see our warranty and we "strive to take care of our customers" but they do not do anything for the people that bought the HR and have some many issues.  They should just admit they had a product issues and replace the ones having problems or offer a credit for what we paid towards a new one. 

Here is what I have dealt with, with my HR

I purchased my fitbit 12/2015. it stopped working soon after i strarted using it. I called and fitbit sent me a new one. the second one had issues as well. The stop watch would randomly start and would not stop. I was sent a 3rd fitbit. It would not sync because of some sort of software issue with the replacement fitbit. I was sent a 4th fitbit, which i currently have. It has now stopped working all together. i called support and they tell me there is nothing they can do because the warranty expired 12/16. the only option that i have is to purchase a new one. I do not beleive this is a fair option based on the numerous problems I have had with this product. i like the tracker but I am certainly not inclined to buy a new one based on the exprerience I have had

[jasonh14]

yes, they will get back to you, but they will not do anything. 

I do not plan to ever purchase another fitbit product..

[jasonh14]

they wont send a replacement

you get a 1 yr warranty and if something goes wrong they replace that with a refurb, yet your warranty is still from the original date.  The refurb is one that had problems and they "fixed", so it's more likely to have another issue. Then after the year is up, you are out of luck.  25% off and buy a new one. 

I wish I had done more research before I purchased.  The HR has had many, many problems and fitbit will do nothing to stand behind it and make things right with its customers.

GOOD LUCK!

[canoes101]

@jasonh14 you are correct.  There is nothing that they will do other than offer the 25% discount on another purchase for this defective product.  I can't recall the last time I have seen this type of response from a company in regards to the quality of products.

[Bjenkins]

I purchased my fit bit HR in Nov 2015, it broke in Dec 2016. And although I love it, I'm really not sure that I'm willing to invest that kind of money to purchase a new one. Especially if it's going to end up being a yearly purchase! No offense but there are products that are less expensive out there, that will last at least that long or longer.

[Don61]

Unfortunately, this seems to be an inherent product defect and FitBit is unwilling to treat their customers with even one ounce of decency.  Speaks volumes about the character (or lack thereof) of the company.

No more  crappy FitBit products for me.

[Batall]

Why can’t we simply buy the charge connecter. I don’t need a new fitbit I need a new plastic bit that broke off the spring so I am willing to buy the USB cable and connecter.