Charge 4 Band Connector broke

[hannahjyoti]

I have reached out to Fitbit several times about getting a replacement for my broken Fitbit. It only broke due to a design flaw so you would think Fitbit would replace it. I am frustrated and disappointed that Fitbit would treat its customers with little respect. I was shoot until my Fitbit broke and have been patient through the process of trying to replace my Fitbit. I feel like I am in a laundry machine getting nowhere. Has anyone else have a broken band connector? Did they replace your Fitbit?

Moderator edit: Subject for clarity.

[mor4]

Mine also broke, I have yet to find a solution for fixing it.

[LBZ]

Same here, only solution I found was to buy a new one. Went with the Luxe. This is my 3rd Fitbit, they did replace the first one under warranty. Screen wigged out. My wife’s charge 3 battery just died, charging every day. Won’t hold charge. Bought her a Luxe. I think obsolescence is built in! I plan on 2-3 years before I have to replace one. Save your receipt!

[Jongone]

Both of my connectors broke off. Can they be glued back on?

[LBZ]

Gluing the connectors back on is always a possibility if they are still in tact, mine had literally crumbled. Epoxy might be another consideration. If you are creative or handy you might consider making your own watchband. Something with a slot or pocket you could slip the watch into with a transparent cover, maybe plastic or a fine linen. I still have my watch, but never got around to creating a band. I have a felt pocket watch bag that I tried to use, but it was a hassle to pull the watch out every time from my pocket or leave it behind somewhere. Be creative or do like I did, get a Luxe!😄✨

[joseughs]

Hi - I just had this issue...again. It seems this is a manufacturing defect. I purchased a Charge 4 in May 2021 and noticed the gap. By Fall 2021, it completely tore apart. I purchased another one in November 2021 just because it was on sale (Black Friday). Now, in May 2022, I experienced the EXACT same issue, but I contacted support this time. Initially they just offered me a band replacement, but I questioned the rep on if that would seriously solve the problem. I took better pictures and the customer rep budged and I received an offer to replace the same model or get 50% off on a new one. Even though I firmly believe I shouldn't have to, I decided to purchase the Charge 5 to try my luck. It would be pointless to purchase the Charge 4 and run into the same issue in a couple of months. I would bring facts and push harder to get a replacement or the discount.

[Jongone]

Yeah, I'm wondering if the same problem will happen again with the Charge 4.

Thanks for your feedback.

[JuanFitbit]

Hi everyone. Thank you for your reports and feedback

If you haven't done so, please give our team a call or chat with them, so that they can have a closer look at your cases. 

Here are our contact infos. 

See you around. 

[Wickwal]

I am having exactly the same problem but finding who to contact for a replacement is almost impossible! 
I received my Fitbit charge 4 for Christmas and 5 months later it is broken and basically useless 🤷‍:female_sign:. I would like another but I can’t find an email address to report the problem and when I took it back to the retailer with the receipt they said I had to contact the manufacturer. It seems the clip that is attached to the watch to hold the strap on has completely snapped! (Just as you are all saying) I am really disappointed. I had a versa for 3 years and I had to replace the strap a few times but definitely didn’t have any problems within the first year. 
How do I contact fitbit to get a replacement? 

[Margo72]

I have tried emailing you with pictures of my broken watch but they don't seem to get through. Why is this? 

[rossigirl74]

A 35% discount is not enough! These things are crap! They should be replaced!

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Just happened to mine as well and they only want to give a 35% off a new one. Doesn’t seem fair.

[abourdet]

With the right kind of glue or cement it could be possible to carefully reattach the screwed band a connector.

I have not found the correct material for cementing it on. I could be done if we knew what material the body of the Fitbit is made of.

I tried Cyanoacrylate being very careful not to also getting in on the spring latching mechanism. The piece held on for a couple of months buy eventually the latch separated clean of the body. The Cyanoacrylate failed not the body or latch. 

So what is needed ( do to the lack of any factor support) is a glue to fuse on the piece that the little screws failed to do. Both PVC and ABS have cements that literally combine with the surface material and when it cures the 2 piece are fused together.

There is plenty of surface touching on the two pieces to provide enough strength. Maybe more that the 2 little screw thread bosses that break off from fatigue stress at the screw threads.

Now who knows what the body of the Fitbit Charge or others is made of?

Good luck..

[MammaRosa]

I have the same problem with mine yesterday. For some reason it just broke off and was continuously buzzing with no results. Total rip off! I want my money back or give me a Charge 5.

Moderator edit: all-caps

[hannahjyoti]

Hi,

I have already contacted Fitbit and the representatives did not listen to me. In addition, my problem was not solved and that was replacing my Fitbit. Thus, why J expressed my frustration in my post. 

[Can_did]

Same! Absolutely the worst customer experience. I'm switching over to Apple. 

[Jaszi]

I had the same problem with the Charge 4 I received in August 2021. This was a replacement to the Charge 4 I originally bought in October 2020. That one did a funky thing with the screen, so warranty covered with the replacement. Little did I know that the one I received in August 2021 actually only had the remainder of the warranty left from the first one I purchased. They could have told me when I called in instead of taking info then sending an email right after I hung up the phone to say I was out of warranty. So I have a working Charge 4 that won't stay on my wrist because the band keep separating and I am not covered by warranty. So  in order to have something that will stay on my wrist, I have to get another tracker. They didn't even offer to give me a discount coupon. I had hoped to keep the Charge 4 working, because I see that there's some differences on the Charge 5 that took functions away from what was on the Charge 4. Wavering on whether I want to stay with Fitbit or get someone else's tracker. 

[rossigirl74]

These posts are all very concerning and makes me want nothing to do with them! 

[abourdet]

I can understand that..

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That is bad! I really dislike the altimeter being removed. 

I would hope that you could file a complaint and at least get a 35% comp.

[Jaszi]

i thought about looking to get a discount, but it is not easy to talk with customer service. I decided just to go to Amazon. Maybe, if this one ends up being faulty, I will have learned my lesson!!!

[missAlta622]

I have the same problem with Inspire 2 and do think this is a design flaw of Fitbit.  I sure do miss the Alta.  I just called the customer service 877-623-4997 and spoke to someone in Jamaica. After a 20 minute phone call, the representative said that the company will send me a new part in the mail.  I'm crossing my fingers.