Charge 4 band clip broke

[Keenan14]

I got my Fitbit charge 4 in Sep 2020. The plastic connector on the device that connects the strap broke this morning. I have been reading articles and this seems to be a common design flaw with many customers experiencing the same issue on the charge 4.   As this is a known and recognised issue by Fitbit, please let me know how I can submit it for a replacement as it’s in warranty.

Moderator Edit: Clarified subject

[ScottRoberts · Accepted solution]

This has happened to me twice. Contact Live Chat to begin the process of getting a replacement model sent to you.

[Keenan14]

Thanks so much! Followed your advice and I managed to get in contact with someone who is now assisting. 

[LizzyFitbit]

Hi @Keenan14 and @ScottRoberts. Welcome to the Community Forums.

@Keenan14 Thanks for bringing this to our attention, as well for following the suggestions shared in this thread. I'm glad our Support team is providing you with assistance and I hope to see you back on track soon. By the way, I've gone ahead and marked @ScottRoberts's post as the Best Answer so we can help other members experiencing similar issues.

Have a good day!

[ssherwood8]

Unfortunately, I had the same problem. I was told my Charge 4 was out of warranty and the best they could do is give me a 35% discount on a new device. The old unit still works, it’s just the band won’t stay on. Is there no other solution?

[LizzyFitbit]

Welcome to the Community, @ssherwood8.

Thanks for joining this thread and sharing your experience with your Charge 4. I'm sorry this happened to you and appreciate the time taken while contacting our Support team. Just to confirm, did any part of the band get stuck on your tracker? If not, and the issue is just with the band, I'd recommend acquiring an additional wristband so you can wear your tracker and track your stats. You can make your purchase in any of our authorized retailers, such as the ones listed here.

[ssherwood8]

Lizzy,

Actually, the issue is not the band, it’s the clip that holds the band to the unit. The clip is held on by two screws and one of the posts the holds the screw is broken.

Steve


Sent from my iPhone

[LizzyFitbit]

Hi there, @ssherwood8.

Thanks for replying back and sharing detailed information about your Charge 4. Given this situation, my best advice is to get advantage of the discount for a new Fitbit device. Our team constantly works on our devices, and the input we receive from our members is a big part of the process. I apologize for this inconvenience and I appreciate your feedback as it'll helps us to keep improving the Fitbit experience.

[Rvicente]

Happened to me on charge 4 I have now and charge 3 prior this and one other was either a 3 or 4 - mine disintegrated at the connection completely!!

Good luck 

Rose V.

[Joaqocifmor]

There are some bands that works without the normal system, I’m using one of them, here’s a link of what i bought:

https://a.aliexpress.com/_mLmXNFc

[LizzyFitbit]

Hi there, @Rvicente. @Joaqocifmor Welcome on board.

@Rvicente Thanks for letting us know about your Charge 4, I'm sorry this happened to you. I went ahead to check your details and it seems you already have a case created with our Support team. Because they have access to your information, my best advice is to keep an open communication with them.

@Joaqocifmor Thanks for your suggestions, I'm sure other members will find your post very helpful.