Charge 4 broken band connector

[Tai89]

The connector pieces between the hardware and the wrist band have broken. Looking at the watch, I'm not sure how you would be able to repair it. How do I go about exercising a warranty claim? This is my fifth fitbit watch, with only one claim for a wrist band. I hope this brand loyalty is acknowledged.

Moderator Edit: Clarified subject

[Dulziandee]

Hi there,

I don't have a complete solution for you, but I can tell you what worked for me.  Reading through all the posts, it looks like fitbit will only replace the charge 4 for the first year, and do not extend the warranty. It also kinda sounds like a hassle to get the thing replaced.

Years ago I worked at a plastic factory.  I believe the fitbit is made of polypropylene (no promises, I'm not a chemist ;).  Most of the glues that we can get ahold of to fix the thing really are not going to work.  (I tried - even used a glue made for polypropylene....no go)

However, this seriously cool sculpting clay that I use for crafting;  Apoxie Sculpt works.  I stuffed a bit of it in the cavity where the connector was supposed to be and put the band on.  Left it alone for 36 hours, and then started wearing it.  That was a week ago, I wear my fitbit pretty much 24/7 and it has held on fine.  I probably should have used black Apoxie sculpt instead of white, it would not be as obvious.

The only drawback is you can't change the band after this repair.  Not a huge issue for me, but may be for someone else.

I hope that helps!

Take care

[Carolepilkinton]

My charge4 connector broke off twice in the first year. The second replacement Fitbit connector again ‘fatigued out’ 13 mo this after the original purchase. The warranty period was not extended due to the two months my Fitbit was in the earlier replacement process. Best Buy said connector failure is a constant so they don’t sell service policies on it. A display Charge4 was already visibly broken! As a seven year Fitbit user I have given up due to the flawed piece and lack of customer support. They have committed their product line to a badly flawed critical component. It gives me no pleasure to say I’ve moved on to Apple Watch. 

[ElliotG_MI]

I'd like to join the chorus of dissatisfied customers. I had the exact same thing happen just outside the warranty period and was also offered 35% off any full price item. 

Yeah, FitBit, I'm dumb enough to spend $100+ on another product that will last just over a year. I'm going to try to kludge it back together and then I'm off to some other option. What a terrible company.

[AnamikaKhosla]

I'd like to welcome you to the club! I agree its a dumb offer! Imagine us Indian customers taking the huge risk of investing in a product of a comapny which does not even have stores or service centres in our country! The least we should be provided with is compensation for a failed product!

[iboomer]

Same for me, the connector pieces between the hardware and the wrist band have broken. My wife has the Charge 3 and it's all good. Mine broke just after a year of owning it.

Very bad product design and support on an issue they definitely know about.

[LizzyFitbit]

Hi everyone.

I'm sorry you're going through this experience with your Charge 4 and appreciate your continued feedback, as well as your efforts while working on this situation. Every comment shared in the forums never goes unnoticed as it helps us to improve our devices, services, and the overall Fitbit experience. Please know your comments won't be the exception.

@Leannek18, @AnamikaKhosla, @Carolepilkinton, @ElliotG_MI and @iboomer Because you already have a case created, my best advice is to keep an open communication with our Support team so they can provide you with more details about their resolution. Please click here to get connected with them via chat or phone.

[Carolepilkinton]

Thanks Lizzy but the support team already made their unhelpful position
pretty clear.

[Leannek18]

I appreciate you trying to help but support could care less. They don't respond to emails. Been deal with them since November. I actually think they're all robots. 

[abhadoriya]

Same issue with my charge 4. Band connector broken. I got 35% discount code that can't be used on Charge 5 so unusable :(. Quite disappointing experience. 

[Carolepilkinton]

To me the question is why such a widespread design flaw is seemingly
unreported by public high level reviews of fitness trackers. The reviews
focus on functionality of various devices without the known breakage
problem. These concerns seem to be limited to closed forums like this one.

[Leannek18]

unfortunately the website doesn't allow reviews (probably a reason for it) And the Charge 4 isn't even available for purchase anymore.. wonder why?? lol 

[Leannek18]

i feel special, i was offered a 50% but again, doesn't qualify for any of the Charges. so what's the point?

[Carolepilkinton]

Its my impression from looking at the various models (charge5, Versa, etc)
is that the band connection is the same flawed design.

[Yorkielover]

Definitely the Luxe has the same defective connector

[Leannek18]

my boyfriend has a Charge 5 and has no issues. He's had it for about 6 months, doesn't mean he won't develop issues, right after the warranty expires. 

[Carolepilkinton]

That’s the whole point—most probably don’t break, but look for a hassle
even if in warranty, and too bad if it’s a day out of warranty (even if
part of that time was spent in a replacement process). A small discount for
a more expensive model is like throwing good money after bad.

[AnamikaKhosla]

Guess what!! I have finally received a reply from support and they have 'discovered' that i am eligible for a replacement! I wonder how that changed since my last email exchange where i was 'ineligible' and their 'warranty policy' did not support the replacement??!! And then after my numerous pleas and email messages were ignored and i had no choice but to come to the forum and talk to the community about what i was going through. I bet this replacement wont last for more than 6 months either..but i'll take what i can get till then.

[Carolepilkinton]

Good for you! It may surprise you and last even longer!

I’ve spent my last $ on any version of Fitbit until the connector issue is
redesigned, and by then I may not even care. Fitbit has an excellent app to
organize and present fitness data, but I have absolutely lost respect for
their hardware and customer ‘support.’

[Leannek18]

my first replacement lasted 2 weeks. second replacement lasted 3 days. my third replacement is lost in the mail and fit bit refuses to file a claim with FED EX. but i wish you all the luck!!! 

[AnamikaKhosla]

I agree with you completely! I reinvested because it’s simply the best but cannot deal with the product flaws and customer support anymore. Lost trust.