Broken fitbit

[Shutima]

My Fitbit is broken. I could not replace as the plastic clips which click band into watch were broken. I bought it in April 2021. I tried to reach out Fitbit support but they aren’t replying. 

[Odyssey13]

Chat or phone is best. https://myhelp.fitbit.com/s/support?language=en_US 

[Jett2022]

The support link is not currently working.  My band also will no longer clip in place.  I tried a new band as well.  My Fitbit is only 61/2 months old.  Help!  I have it held in place with packing tape.

[Odyssey13]

USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)

[Stray_Coyote]

My fitbit broke in exactly the same way. I wasn't even exercising. It just fell off and it was broken. It was less than a year old. I used the chat and they agreed to replace it. Warning - they don't send a new bracelet (that was disappointing) and they replace it with a refurbished part (I am looking into the warrantee because that didn't seem right.) I have noticed that over the years the fitbit products are just not lasting. I have bought them as gifts and had issues out of the package, and they almost always break within a year. Sometimes the support service is good, sometimes it is terrible. At one point I switched to garmin. I did not like the iphone software as much, but I have to say the hardware was superior. Next time my fit bit breaks I am going back to garmin. Anyway- try the chat. As yours is also les than a year they will replace the face- it probably will be used -and  you probably need to pay for a new bracelet, but make sure you ask them about it. I didn't and it seems like if they can save a buck they do. 

[Odyssey13]

Hi @Stray_Coyote  the warranty does mention refurbished products being sent. 

"If such a defect arises and a return authorization request is received by Fitbit within the applicable Warranty Period, Fitbit will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a New Product or Refurbished Product. "

[Jett2022]

This is sad. They used to replace broken items with new ones. I hope they
go back to that policy or I too will not purchase another fitbit.

[Stray_Coyote]

Hi Odyssey, 

Yes I realize that. I don't think you got my point though. If you read the warrantee you will also find this:

The guarantee on a new product is one year. Mine was up in August 2022.

They sent me a refurbished part upon which the guarantee  is only 90 days. 3 months. I received it this month. So it appears this expires in March. 

That seems unfair. 

At any rate when something breaks that early after purchase (it is only 5 months!) it is normal to expect a full replacement because a consumer wants to be 'made whole.' 

Now, if my watch had broke in June, I would not have minded so much getting a refurbished part because the warrantee would have lasted to the original date.  I hope that helps explain the problem I am describing a bit better. 

I'll also point out that competitors like Garmin repair or replace. It if can't be fixed you get a new one. (I have one that has lasted years. I didn't love the software, but when this refurb breaks I am going to switch back)

Iphone has EXACTLY the same policy. Plus years ago they had a defect in their Iphone4. When people returned it they just sent them an iphone5. If Fitbit had the same level of customer service they'd replace all the Charge4's because as you can see by the multiple posts on the boards that this problem is a defect with the product. 

So yes- they have a policy. it is not a very good or fair policy, and I think a responsible company would behave more like Apple and admit when they have made a product with a defect and just do the right thing.

I mean - this refurb has a limited life on it -because we know charge 4's have this weakness and it has already been used. I am sad to see they are replacing them in a way that reduces the warrantee rather that admitting there was a problem the product.  

I hope that expresses the point I wanted to make more clearly. 

[Angie_NorCal]

My charge 4 broke in the same way. My fitbit is a year and a half old.  When I read the Warranty I see that I have two years because I live in the US. The customer service said I have 1 year. I just need a tiny little part. It’s obviously a design flaw by the amount of complains of it breaking so quickly on so many people. I don’t understand if they are just pull a fast one on me or if I am not reading it right. This is my 3rd fitbit but this probably will be my last because I feel duped. They only even sell me the little stupid part. 

[Odyssey13]

@Stray_Coyote at that same link "Any replacement Product will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer, or for any additional period of time that may be required by applicable law."

[Odyssey13]

Hi @Angie_NorCal  some European countries have two years for a warranty, but those of us in the USA have one year from the date of purchase.

"Fitbit warrants to the original purchaser that your Fitbit-branded device and accessories that are new (the "New Product(s)") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is two (2) years from the date of purchase (the "New Product Warranty Period")."

[Jett2022]

Thank you.

[Jett2022]

I got ahold of Fitbit and received a new Charge 4 today.  I hope this one holds up better.  The response was quick and the replacement only took 2 days. 

[Odyssey13]

Great news @Jett2022 and thanks for letting us know.