Charge 4 Broken Bands

[DonnaLW]

Both myself and my daughter have Fitbit 4 Classic bands in Purple that have broken.

How do I go about getting replacement bands ?

Moderator edit: Updated subject for clarity. 

[Odyssey13 · Accepted solution]

Hi @DonnaLW  if you're under warranty, get with customer support. If you're out of warranty, you can purchase new bands at Fitbit.com or a local retailer, such as Best Buy.

[Leannek18]

I used the chat support. that was the easiest way to get in touch with them. 

[AndreaFitbit]

Welcome to the Fitbit Community, @DonnaLW and thanks for getting back to us and for your advise @Odyssey13 and @Leannek18. I´m sorry to hear about your Charge 4 small bands.

Please follow @Odyssey13´s advise to get your query resolved. As @Leannek18 mentioned, Live Support is the easiest and fastest way to get in touch.  

Keep on visiting the forums. 

[Yorkielover]

Andrea, my case was supposedly "resolved".  Having me buy another fitbit is not resolving the problem.  My fitbit was 13 months old.  If fitbit does not step up and do something, they will be losing their loyal customer base.  I have been a fitbit user for a long time but will not buy another one

[AndreaFitbit]

Thanks for getting back to us @Yorkielover. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Keep on visiting the forums. 

[Yorkielover]

Andrea, while I fully understand your corporate warranty policy, there is a clear defect in the charge 4 band connector and Fitbit has an opportunity  here to look like heroes.   Expecting a customer to buy a new $150 watch because the product failed in 13 months due to a defect in design is a poor corporate choice.  I am an elderly woman and do not engage in activities which would cause the connection to fail.  Fitbit as a company can help its former customers by developing a fix for this issue or they can continue to ignore it and lose customers.  Reading the message board it is clear there are many people  who have experienced this problem shortly after the one year warranty

[Leannek18]

We completely understand about enforcing a warranty time frame, but when your product has a known defect (as you can see by the hundreds-thousands of posts), how can you expect us (the customers) to spend ANOTHER $150 on ANOTHER fitbit product that is most likely going to break within 6-14 months? Has fitbit ever heard of a recall? Many companies do it with a known defect that cannot (or in fitbit's case REFUSE) to fix. the fact that i had one support agent tell me that fitbit can't guarantee that every products is going to work and mistakes happen, is beyond ridiculous. If i'm going to spend $150 on a product i expect it to last more than 6 months/ Mine broke after 6 months, next replacement lasted 2 week, last replacement lasted 2 days. the last replacement i had to send back has been lost with fed ex since December 27 and fitbit refuses to file a claim for lost package. Would you ever spend another dime on a company like this? 

[Yorkielover]

Andrea and we don't expect fitbit to replace our trackers.  All they need to do is come up with a "pocket" that our tracker would fit in and attach to our bands.  They could provide thus fix to all of the fitbit charge 4 customers This fix would probably cost a few dollars per watch and you would keep customers happy.  I hope the executives are aware of how frustrated we are

[AndreaFitbit]

Thanks for getting back to us and for your feedback @Yorkielover, @Leannek18. 

As I mentioned before,  we provide your feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Have a nice day.