Charge 2 band damaged

[Snowman2k]

I have had a Charge 2 for almost 3 years, only wear it all day, virtually never go to sleep with it, the strap has failed 3 times and now again with the same expanding / warping at the edge near the face of the device. In my opinion not fit for purpose.

I have repeatedly tried to contact fitbit support team for an honest answer to the simply question, can I have a replacement strap that lasts the warranty period (2 years), or if I purchase a new one has the build quality improved so it will last.

Not one member of the team can justify sending a replacement, nor explain if the quality of the product has improved.

Therefore if you have a Charge 2 and still in warranty please contact fitibt for a replacement you'll need it eventually, if they request a photo of the failure please contact me i'll supply one.

Bye fitbit support!!

Some of there replies -

We appreciate your response. We're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers.

Purchasing new wristbands from our online store will let you take advantage not only of the 45-day money back guarantee and a new warranty cycle of 365 days, but also of new designs, colors, premium materials, and comfort as we give you the freedom to get fit your own way.

To answer your inquiry, we'd like to share with you that Fitbit devices along with its accessories are made to last and went through rigorous testing to guarantee that they meet the high-quality standards expected. However, due to some factors that are beyond human control, there are instances that these products may reach their limits.

To answer your query, we'd like to let you know that if you purchased another wristband from us or on our authorized retailers, you will get advantage of money-back guarantee within 45 days from the date of purchase, and get a renewed warranty cycle for your wristband only.

To answer your inquiry regarding the build quality of the Fitbit products, we'd like to share with you that all Fitbit trackers and wristbands are made to last as they were all designed to be durable using high-quality materials. However, there are some factors that are beyond our control like usage, storage or weather changes that affect the product's capability to function to the fullest. Although this is the case, we want to assure you that our devices have met our stringent testing standards as we always make sure that we deliver what our customers need and want.

We'd like to remind you that is made up of durable and high-quality elastomer materials, as cases related to band damages may arise from different factors. There could be chances when the elastomer may be pushed to their extent which we can relate to your situation. We are also working in improving our tracker's durability and quality. You may also visit our Wear and Care page for a few simple guidelines.

We would also like to take this chance to apologize for the disappointment and inconvenience this has caused, please know that this is not the experience we want you to have. We acknowledge your feedback regarding this matter and rest assured, this won't go unnoticed as we're constantly working to deliver product materials and designs that meet our consumer standards. 

In line with this, we'd also like to let you know that purchasing a new band will give you a two year warranty for it. 

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@Snowman2k Welcome! It's nice to have you on board!

Sorry to hear about your damaged band. I think there are many variables between users. My personal experience with the Charge 2 band was that it lasted 18 months before needing a replacement. I am not careful at all with my watches and I do exercise frequently (usually 4 days each week including cardio and weight lifting that gets the device fairly wet with sweat). Support does follow the guidelines listed in the warranty so if your device is outside the warranty period they won't be able to replace it. Still thank you for sharing your feedback.

Let me know how it goes.

[LilyLilacs]

Hi, there. I've finally come to the end of my second band. My Costco purchase in December 2015 came with 2 bands. The bands buckle together w/o problem, but one side will pop off the edge of the main face. Just a flex in my sleeve cuff is enough to dislodge it now, meaning the device and band fall off. I've lost the unit several times, then, luckily, found them. The fitbit is worthless w/o a band to keep it on my wrist.

I appear to be well out of fitbit company's warranty. I didn't  bother to try a claim when the first one failed, since I had a back-up (second one). From what you're experiencing, I imagine I'll get the same claim response. Very frustrating. The band hasn't been abused or damaged and I'm not doing things that would result in wear.

I plan to take the fitbit back to Costco, to at least to complain in person. It's probably not under their warranty now either, if considered an electronic device.  But they should know that the customer isn't happy.

If all else fails, I may try electrical or duct tape to keep it together for a while. That'll be pretty - and a conversation starter!

[Lilbiddy]

Cheap replacements available on Amazon. The one I'm using seems better than the original.

In the original I found that it was the plastic clip point in the strap had shattered. So I slack the strap a little when using weights.

[LilyLilacs]

Great tips. Thanks!

[Snowman2k]

Photo of the five bands i have required on a fitbit charge 2 (current one started this week) in just over 3 years, not sure why i kept them but i did. This is a poor build quality imho.

If one band can't last 2 years then its rubbish.

I use my fitbit every waking part of the day, very rarely sleep in it, don't do any gym, running, playing any sport exercise, so its poor in quality for the average person.

If you "need" replacement band and have a current guarantee, contact support you have a faulty band, if they request a photo, please let me know to get a photo of a poor one fitted and i'll email it youBands. I'm very happy to help.