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Charge 3 damaged wristband and warranty concern

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‎08-01-2021 02:44 - last edited on ‎08-05-2021 06:02 by Fitbit Moderator

‎08-01-2021 02:44 - last edited on ‎08-05-2021 06:02 by Fitbit Moderator

Hello everyone! Just over a year ago a friend gifted me a charge 3. I loved it and so did my family, so in June last year I bought two more, for them, another Charge 3 and a Charge 4. However, in January this year the strap failed on my original Charge 3. After a great deal of back and forth with customer service it was eventually replaced under warranty but now the strap on the Charge 3 I bought in June has failed too! This time the site tells me I have no "in-warranty" products. Calls to customer service and on line chats just refer me to the same page that tells me I have no in warranty products. I have provided the receipt but Fitbit will not honor their two year warranty (I'm in the UK, and we were in the EU when I bought it!). Can anyone offer any suggestion how to make Fitbit honor the warranty?

 

 

Moderator edit: subject for clarity/format 

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‎08-01-2021 07:06

‎08-01-2021 07:06

I don't know what the warranty is in U.K. but in U.S. it is one year.

I certainly understand wanting to make use of the warranty, but also want to let you know that on Amazon you can find third-party bands for all Fitbit trackers in a wide variety of styles, materials, and colors at very reasonable prices.  Though it might not satisfy your sense of justice, the price of band from Amazon might be a lot less than your time and stress trying to deal with this through FItbit, for just a band.

Before posting, re-read to see if it would make sense to someone else not looking at your Fitbit or phone.

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‎08-05-2021 06:09 - edited ‎08-05-2021 06:10

In response to JohnnyRow

‎08-05-2021 06:09 - edited ‎08-05-2021 06:10

Hello @Username1004. Welcome to the community forums. 

 

I'm sorry for the experience and thank you very much for the detailed information and for your help in contacting our Support Team. At this time, I was able to confirm that you reached out to our Support Team and they provided information and assistance. In this case, since you have received assistance from them, I'd recommend replying back to your case if you still have additional questions or inquiries about the outcome of your case, this way they can review your situation and get back to you with more information. 

 

On a side note, I'd like to let you know that replacement devices and accessories are provided for products that are within the warranty period. For more information about our warranty policy, I recommend visiting the following link: https://www.fitbit.com/global/us/legal/returns-and-warranty.

 

See you around. 

Wilson M. | Community Moderator, Fitbit.
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