Charge 4 piece that connects with band is broken

[Katie_K]

My Charge 4, which I purchased in August 2020, broke where the band and  tracker connect. The band is intact, but the piece on the tracker that allows a band to attach broke off.

I looked for a phone number to call for customer service and can’t find one. Ive also looked for warranty information and can only found that Fitbit requires the device to be returned for warranty.

I am very frustrated as this is my third Fitbit Charge device that has become unusable due to seemingly unavoidable issues. The first two simply went dead just after a year of use. This seems to be more than a one product defect, my device is less than 6 months old and literally fell off as I was walking through my house.

Has anyone experienced the same issue with the Fitbit Charge 4? And does anyone have some suggestions on resolving this without buying a new device?

Moderator Edit: Clarified subject

[Odyssey13]

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. 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

[Cturaeva]

This exact same thing happened to my charge 4 that I bought last summer too! Within the last week. I came here to see what help I can get. 

[Gr4ndp4]

Hi, @Cturaeva, welcome to the community, You should talk to "Customer Support" here. Depending on which country you live in you may see a "Broken Band" portal, if so use it. Otherwise, I recommend you use the "Chat" facility or the phone for a prompt response.

Cheers

[Katie_K]

Are you a representative of Fitbit?

Unfortunately it seems like this is a common defect in the Charge 4! It’s a bit disconcerting that the newer model Fitbit I buy, the faster something happens making the device unusable. Have you had any luck receiving help or starting the warranty/replacement process?

Moderator edit: merged reply

[Gr4ndp4]

Hi, @Katie_K, no I am not, If you hover over the blue medallion under my very fetching original photograph you will see my background. The number of posts, answers, and votes will give you an idea of my experience. There are a number of us in the Community Council, see this link for more detail. 

Cheers

[Odyssey13]

Might be a good time for members to know which people posting on the forums are Moderators or Fitbit Employees.  click to learn how

[Katie_K]

I apologize @Gr4ndp4, that question wasn’t directed towards you, it was meant for @Odyssey13. Yes, @Odyssey13, I have been in the community long enough to realize who is an employee of Fitbit, however your reply to my post was a bit misleading. Being that you are not a moderator, I don’t think it’s fitting for you to inform consumers of what is happening internally at Fitbit, or to explain their lack of customer service. Though I thank you for the information on how to contact them.

[Cturaeva]

Hi, I contacted fitbit via twitter and have just set up contact. I need to send a photo of the issue but havent got any further yet 

[Katie_K]

Oh really?! That seems efficient being that you got the process started! I used the chat function, but kept getting disconnected once a representative contacted me. I went through the process 3 times before finally immediately responding with “I keep getting disconnected!”. So he emailed me with the same instructions you must have got. I was hoping for a quick response after I sent the picture but nothing yet! 

[LizzyFitbit]

Hi everyone. It's nice to see you here and welcome to our new members. @Odyssey13 and @Gr4ndp4, thanks for your great help!

@Katie_K, thanks for taking the time to share your feedback about the Charge 4. I'm sorry for the experience that you've had with, please know that every feedback shared in the forums never goes unnoticed as it help us to improve our products, and yours won't be the exception. I've been informed that you already have a case created with our Support team, so please keep an open communication with them as I'm sure they'll help you to bring you back on track.

As you may know the Fitbit Community Forums are a place to connect with Fitbit friends and staff in a welcoming environment of support, learning, and inspiration to live a healthier, more active life. With this in mind, @Odyssey13 and @Gr4ndp4 are part of the Fitbit Community Council team who voluntarily help in the Community Forums. The information they provided you before was based on a banner that we had for all our members a few days ago however, in case you need direct help from Fitbit you can always contact our Support team.

@Cturaeva, thanks for joining this thread and for contacting our team via twitter. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon. You can also get in touch with them directly via chat or phone by clicking here.

See you around.

[Eileen1965]

Mine broke 2 weeks ago! Called Fitbit yesterday and they gave me a case # and asked for pics. Hopefully all goes well🤞🏻

[mserianni]

I bought mine in September of 2020 same issue in March of 2021

[corina2]

I literally had the same thing happen to my Charge4 tonight.  I bought mine last July. 

I contacted support and they say they will replace it because it is still under warranty.  However, I have to return it first, and pay for the postage.  I see this is a really common issue with the Charge4 and wish I didn't have to pay for the postage.  It doesn't seem fair that I have to pay more money to have a defective device replaced.

[LizzyFitbit]

Hi @Eileen1965, it's good to see you here. @mserianni and @corina2, welcome to the Community.

Thanks for letting me know that your trackers are having the same issue. I understand where you're coming from about this experience and the replacement process. As mentioned above, be sure that your feedback will be passed along so we can improve our services and your Fitbit experience.

@Eileen1965 and @corina2, I'm glad that you're receiving assistance from our team. Please keep an open communication and follow up with your email case should you have any further questions.

@mserianni, I'm sorry for this inconvenience experienced with your Charge 4. I'd recommend you to get in touch with our Support team so they can evaluate your details and provide you with a solution. You can get connected with them via chat or phone by clicking here.

[Eileen1965]

Fitbit is sending me a new tracker. I’m hoping they fixed that defect. I
remember seeing that a lot of people were concerned about this issue as
soon as the Charge 4 came out!

I didn’t have to send mine back, they told me to recycle it! I would call
again if you haven’t sent it yet!

Thanks, Eileen

Moderator edit: merged reply

[LizzyFitbit]

Hi @Eileen1965, I hope you're doing well.

Thanks for keeping me updated and for helping other members. I'm glad you're about to receive a replacement and please follow up with your email case should you have any further questions. If by any chance you have some spare time, let me invite you to visit the Health & Wellness board where you can make new friends, create topics and share your success stories.

[Becki.Kent]

Just had the exact same thing happen to me today - I noticed the band kept detaching on one end for the past couple of weeks and thought I needed a new one, but today the black bit from the tracker finally detached from the device, and I realised that was the issue, not the band.

I've just messaged support through Twitter to ask how to arrange a replacement as I bought it 17th May 2020, so it's under a year old - hopefully I'll hear from them soon!

[SunsetRunner]

I had the same problem. I had to send everything that came with it back. Mailed out on the 12 th of March. Haven’t heard if they received it, fixed it or what.

[mserianni]

I mailed back my entire package in the original packaging on 3/16/21 will wait patiently for the issue to be resloved