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.

[abourdet]

Right on!👍

[Jaszi]

I just went on Amazon and bought 2 different types of cases for the broken charge 4. Should be here Tuesday. I had bought a charge 5 after my charge 4 band wouldn’t connect. The Charge 5 band seems harder to have it break, but it works similarly to the way the charge 4 connects. I definitely prefer the Charge 4 abilities to the Charge 5. Battery seems to last longer on the 5,  but has lost functions I liked on the 4. 

[abourdet]

That's good information. I was not sure the improved the connectors on the charge 5 but they had to.

I like my new watch band.

 

[mjwexe]

My Charge 4 frame also broke but I was fortunate that it was within warranty. I did receive a free replacement, two in fact, but unfortunately these were refurbished units, neither of which function correctly and both lack the full functionality of the broken unit they replaced.

Since April 2022 I have had 4 open cases concerning the broken frame as well as the missing metrics on the 2 replacement Charge 4s that have been sent to me but Fitbit is unwilling to take any action that will leave me, as a customer, satisfied. You will just get stuck in a never-ending cycle -  there is no customer complaint process or any way to escalate any matter or issue that you raise with Customer Support.

The result, 1 year after purchasing my Charge 4, the frame where the strap connects broke away from the body, fitbit sent me a replacement, accepted that was faulty, sent me another and when that also had the same issues as the first replacement, refused to take any further action. Consequently, I do not have a fully functioning device. Fitbit refuses to put a timescale on any investigation of the issue or to offer any meaningful customer focused resolution.

Having read numerous community posts and Trustpilot reviews (over 80% BAD!!) it has become evident that fitbit's default policy is to say that issues are being investigated but then fail to actually resolve anything in a customer focused way. Evidently, the expectation is that customers will eventually just give up and, hopefully, purchase a new unit which, they hope, may last just long enough to be out of warranty when it fails, which from my experience, it invariably will.

Fitbit does not have a Complaints Department. They confirmed this is an email to me when I asked how I could escalate the issue to the level of a complaint. They then asked me to be more specific about what I would like to request.

After more than six weeks and at least 4 cases, resets, videos sent as requested, conversations with the helpline, webchats and numerous emails, surely, I had made it very clear what I, as a loyal customer, was asking for. I simply want a fully functioning unit.

The sad facts are that:

1. The Fitbit warranty is worthless.
2. Fitbit is not interested.
3. Fitbit does not understand customer care.

The End Result: Fitbit has lost another loyal customer. I will never purchase another Fitbit product.

[NewSuttonGirl]

What will your next tracker be, mjwexe?

[gcmiller21445]

I really don't know...  For the meantime my Charge 4 is operational in the improvised band.  I would think 5 times over before considering a Fitbit unless they concede their error, fix it, and provide more appropriate relief to their aggrieved customers...

[mjwexe]

The simple answer is that I don’t know. I am not interested in a smart watch so I have looked at Garmin Vivosmart as I want a tracker with similar functionality to the Charge 4. However, I am yet to be convinced that it is the right choice for me.

In the interim, I too have purchased a band that can hold the broken framed unit which in all other respects is still functioning correctly. However, I know that it is only a matter of time before this Charge 4 will fail as all Fitbit devices are not, from my experience over the past 3 years, built to last.

When this does happen, I will need to make a decision on what I will buy to replace the Charge 4 but the one thing that is certain is that I will never buy another Fitbit product. Why should I? Why would I?

Fitbit as an organisation has the worst levels of customer service that I have ever experienced. Their customer service model is deeply flawed - there is no genuine, transparent or honest warranty as all they offer are refurbished units, not like for like replacements and there is no complaints process which means there is no way to escalate any issue beyond the first point of contact.

For this customer, the fact is that life is too short to waste on companies like Fitbit. Their customer service model is disingenuous and is clearly designed to wear the customer down to the point where they give up and walk away.

That is what I have done and I will not be returning.

[Marciajoy]

I encountered the same problem, now I have two charge 4 faces that can charge and works well but can’t use them because the area for the belt broke and they refuse to help, because they replace the first one already. Now I’m stuck with 2 faces that have no use to me. I will not invest in their products nor will I allow family and friends to take that risk, every thing is going up however our paycheck remains the same. I won’t allow friends and family to loose their hard earning money on a product that is faulty. A product that isn’t realizable. A product that you won’t get assistance with in time of need. 

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Mines cannot be fixed. I wish there was a spot to show my broken charge 4 to the community.

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No lol it won’t keep tried that it didn’t work at all. The Apple Watch look reliable will try it. 

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Well my dear the same thing happened with my 3 then I upgraded to the four and in less than 6 months they were replacing the band on the four, new belt work on the device which broke from the part that the belt should connect to now I just have the faces that no band cans go into. My point is how long do you think your charge 5 will last before you have to fix something on it? 

[NewSuttonGirl]

The big problem with Apple Watch is that you have to charge it every day.  Its battery is useless. Fitbit has the advantage at least for now and they obviously know it.

[Jaszi]

Have done that. I ordered 2 different ones. One went on easily except it’s too bulky to charge with it on. So am charging it now without the band on. The other band I got is a harder plastic and doesn’t fit, so won’t use it. I’ll put my Charge 5 away for a rainy day once the Charge 4 is fully charged and re-established. 

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I got that same band and another one that was clear and cheaper but the clear one won't fit the Charge 4. It was very stiff and not pliable. I finally got the same black one set up and am back to using my Charge 4. The Charge 5 I bought because I didn't think I could "repair" the Charge 4 will be set aside in case the Charge 4 fails for whatever reason.

[Cdemartino]

My Fitbit broke also...the connector separated and tried gluing but it's not working.

Realizing there isnt any customer support...im disappointed that Fitbit appear to have sub par support. 

[Yaeomm]

I superglued it. Works good.

[Cdemartino]

Thank you.

I'll give that a try.

[abourdet]

Way to go. I love my new watch band and I don't have to worry about bumping or scratching it. Tonight the charge just snapped on started chaging without removing it.

[jynz77]

The connector broke on my charge 4 last week - I contacted them through Twitter - sent a photo and just got a replacement (refurbed) unit today. Twitter is often a good place to contact companies as the initial exchange is public so they want to be seen to help you.

[NewSuttonGirl]

That’s good to know regarding Twitter. 

[sherburnj]

Wow! Good idea. Thought it would be nice if contacting them directly would
be enough to get decent customer service. Unfortunately, reading all of the
comments, that doesn't seem to be the case. 😞

[Cdemartino]

I superglued it but what it clicks into lost its shape just a bit so it doesn't remain clasped.

When things like this happens after spending 150/160 bucks for a product that lasts only a couple years is so disappointing...lack of

customer care.

[Jongone]

Fortunately, my Fitbit was still under warranty so I had the option of
getting a replacement or upgrading and paying the difference. I chose the
latter option. Definitely a defect in their design.

[dz1234]

upgrading to what? I hope you read the forums on whatever you upgraded to first. The charge5 appears to have some serious battery issues.