Charge 4 band holder broke off

[SBacheller]

I was taking my Fitbit Charge 4 off one day and the Band Holder broke off. I don't know if it is even possible to fix. I only have two pieces and after watching YouTube my spring is gone. One of the screw holes has a screw in it. How am I to fix this. My Fitbit was purchased in April 2020 and the website says there is no warranty when I tried to file a claim. Now I am back to my Fitbit Charge 2 which seems to be build better than the 4.

Can anyone help me?  

Moderator edit: format.

[CelsiusDegree]

Thanx for update. Did they fix it or did you find a fix?

[Gloved]

I fixed it.

[Franiean]

Thank you for the info. I will try this product to repair my charge 4. Until it comes I will carry my fitbit in my pocket!

[lizheaney]

I have the same problem. I was putting on my Fitbit and part of the plastic band holder broke off, making it unwearable. Can someone please let me know how to get this fixed or replaced? Thanks.

[Lukezmum]

I contacted custimer support. The eventually came back with an offer to
replace charge 4 or 50% off another model. I went 50% and bought the Versa
3. Good luck

[lizheaney]

Thank you for this information. I appreciate it. How did you contact
customer service? I don't find it easily on my phone...

[Odyssey13]

@lizheaney    

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

[lizheaney]

Thanks!

[BK44]

I had the same problem. I called the customer support number. The rep sent me an email with a case number. Had to take a picture of the fitbit showing the band holder and the case number. Sent that info while I was on the phone. Rep confirmed I was eligible for a replacement. He sent me an email which I replied to immediately. I chose to replace with same unit; there also was an option for 50% off another model. Rep said I should have the watch within 7 business days. THE BIGGER PROBLEM IS THAT MY FITBIT BANDS CONTINUE TO BREAK, EVEN THOUGH I CLEAN IT REGULARLY. I've had a Charge 4. Does anyone have suggestions for a sturdier model or product?

[Leannek18]

as soon as i started taking mine apart to clean it, is when it started to break. 

[BK44]

I wondered about that. But if I don't clean it, it gets quite dirty at the connections. I am not sure they are meant to last very long!

[lizheaney]

Interesting. Fitbit did get back to me with an offer of a 34 percent discount. I wonder why I didn't get the same offer as others in this chain.

[DV7532]

Hi Davide,

I also just had this happen and like Shelbs_ below I had the extended warranty- it's been under a year since purchased.   I've submitted a photo with the damaged piece, the fitbit logo on the watchband and the case number in the same photo. I am wearing my Charge 4 by wrapping a headband around it so it stays securely on my wrist. This is working but it would be much nicer to have my Charge 4 repaired or replaced. (like SBaccheler the spring is missing and I can't figure out how it could be repaired.) I am hoping to hear back from customer service soon. I just sent in the photo in the response email around 9 pm central on the 29th of Nov.

[FITNDUNN]

Hello fellow Fitbit friends - WHO ELSE KNOWS THAT THE BROKEN BAND CONNECTOR IS DUE TO A MANUFACTURING DEFECT??? This is JUST WRONG ON THE PART OF FITBIT!! I have 2 perfectly functioning main units that I CANNOT USE BECAUSE OF THE CRAPPY CONNECTOR BREAKING.  How many complaints / notifications does it take for FITBIT TO DO WHAT IS RIGHT?!? It is extremely frustrating!! I keep seeing Fitbit listed in top 10 Fitness Trackers reviews / recommendations by Credible sources BUT IT IS WITHOUT KNOWLEDGE OR REFERENCE TO THIS ONGOING PROBLEM!! What good is a Fitness Tracker IF THE CONNECTOR TO THE BAND CONSISTENTLY BREAKS?!?

[Lukezmum]

I found phone number. Not sure how, sorry

[LeeMan888]

So sad to see 13k people have viewed this thread.  Poor product in 1st instance and support has not been great.  Especially since this is likely to have been a design fault from the very start.

[MLoftus]

My band no longer clicks into the device making it unwearable.  I’ve been a long time lover of Fitbit - products have been excellent and customer service has been good but my experience with this issue and the unsatisfactory response from Fitbit has been so irritating that I am done with Fitbit.  They won’t replace the device even though it’s their bad design, but also wouldn’t  even tell me in my customer service chat that they wouldn’t replace - suggesting instead they would look into it and email their determination to me so I couldn’t have an opportunity to explore in person. They have replaced a device before for an even more minor issue so to think they wouldn’t consider doing it for this major design flaw is crazy.   Everyone in the family was going to get Fitbit’s for Christmas this year but no more!  

[Ribbonrail]

Thinking to make the switch to Garmin as well. FitBit's quality has deteriorated.

Hey FitBit! Based on the comments in this forum, I would think you would do the right thing and give a full refund or upgraded replacement for the Charge 4. As a long time user, I'm sad to say this problem may cause myself and many others to go to other brands. Is this because Google bought you out or it's just a bad, untested design that some engineer screwed up? I'm currently in the process of rectifying my broken band issue. We'll see what satisfaction I get. I hesitated in this purchase a year ago because of Google's acquisition of a company that made a once quality product. But if not resolved, I will never purchase another FitBit product! I hate to say that, throwing away money on an inferior product doesn't make much sense these days.

[DavideFitbit]

Hi everyone, and welcome to the new users in the Community forums. 

Thanks for all the information that you've provided regarding this inconvenience and for sharing your feedback with us about this. 

Since this is related to a hardware problem, I do recommend that you contact the Customer Support team so they can let you know what are the options available for you, if you haven't done so already. You can click here to get connected via chat, email or to call us directly. 

Please know that all your comments and feedback are greatly appreciated and the team continues to work to improve the Fitbit experience. 

[Reiko]

Hello - I have been a long-time user of Fitbit devices going way back to when they were small clip-on trackers. I have bought so many due to poor product quality. Sometimes they replaced them, sometimes they did not. I bought a Fitbit Charge 4 Aug 8, 2022 and today the wristband connection (plastic bit on the end) broke. Barely 3 months from the date of purchase. I contacted Fitbit support and they told me it was a known issue. Despite this, support said it was out of warranty. I checked the Amazon authorized seller and their warranty was also 90 days. If it is a known product defect, why (1) don't they disclose this in the product description, and (2) why don't they extend the warranty on the Charge 4 until the defect is remediated? I essentially "rented" a Fitbit Charge 4 for three months at a rate of $40/month. If you think that's a good deal, then go ahead and buy the Charge 4. Otherwise, this is a poorly manufactured, overpriced product.