Charge 4 - Broken Band Connector TWICE - Fitbit CS is disappointing

[VertigoRM]

Really disappointed in Fitbit's customer service. Like many other posts on this forum, the connector that attaches the band to the tracker on my Charge 4 broke off after only 7 months. When I reached out to customer service, they were very nice and offered to send me a replacement or a discount on a new product. I really liked my Charge 4, so I went with a replacement.

About a week later, it came in and all was right in the world... Until 5 days later when the replacement Fitbit broke in the exact same place, in the exact same way! Flabbergasted, I reached out to Fitbit customer support again, hoping for a better resolution. They now told me I can get a replacement, but I would have to send the old one in first. 

Why do I have to do that now, when I didn't have to for the same reason less than 2 weeks ago? I have no problem returning the old one, but I track all my health and exercise data daily. For me to be out of a Fitbit for weeks because of this recurring issue is unacceptable. Customer service wouldn't budge, so I finally gave up and asked if at the very least, they could honor the discount they originally offered me on a different Fitbit product. The answer was now, "they can't do anything until they receive the old one."

Being a loyal, daily Fitbit user since 2015 and having owned a spectrum of Fitbit products for my whole family throughout these years, this is incredibly disappointing and frustrating. If they can't make this right in an acceptable and timely manner, it may be time to take my loyalty elsewhere.

[LauraKit]

The same thing happened to me . Customer service just said. It’s not covered!! I guess because they already replaced it once. I may need to move to an Apple Watch 

[SunsetRunner]

Similar situation here. I bought mine in September 2020, the connector broke in June 2021. I emailed support (an option they've since taken away) and they sent a replacement. Now, in Feb 2022, the replacement they sent broke. This time the connector piece broke and the band itself was starting to actually crack. Each one lasted less than a year. I don't do anything crazy with it -- I mostly do yoga, go to the gym, and occasionally run. I wear it around the house and I keep it clean. I tried to file a claim and now it's out of warranty, even though I've only had the replacement they sent for about 7.5 months. I reached out to chat support and they said they'd send an email with next steps. Just got the email, it's a 35% discount code for a new fitbit. Are you kidding me? Why would I buy another one?

[beachbunny]

I am having the same experience.  I bought mine on 12/12/2020. The tab on my case broke 8 months later, in August 2021. I called and opted for the replacement. They sent me a watch but no strap,  It is now August 1, 2022, and the replacement broke the same way! I am also an easy user. I’m retired . I sit and knit and try to walk 10,000 steps a day. period. I have not called yet because I was researching the issue, which is how I landed here. My battery life is still 5-6 days, which IMO, is to die for. Unfortunately, The charge 4 has been discontinued.  What’s left available costs as much ($110.00)  as the new one did ($119.00 Christmas sale) ! I am not interested in a charge 5.  I use the altimeter which is not available on the Charge 5.  You are right. The quality of these leads one to question the wisdom of buying another. As an aside, I had a Rose Gold Charge 3 that I loved, but the battery life had dropped to less than 2 days in less than 2 years, which irked me. That’s when I upgraded to the 4 anyway. I don’t think I’m willing to upgrade to a 5.  I’m using a rubber band from a vegetable bunch to hold the broken watch on my wrist. lol.

[Marky57]

Useful photo and exactly the same as the failure on both my Charge 4 and my wife’s.  Waiting for a response to my latest chat with them.