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

[LizzyFitbit]

Hi @Becki.Kent Welcome on board. @SunsetRunner and @mserianni It's nice to see you around.

@Becki.Kent, thanks for joining this thread and taking the time to contact us via Twitter. I've been informed that you already have a case created with our Support team and it seems they're providing you with assistance. Please keep an open communication with them so they can continue helping you with this matter.

@SunsetRunner and @mserianni, thanks for sharing that you've returned your devices. Be sure that your case is on good hands and our team will get in touch with you once they received your package to continue working on this. If by any chance you have questions about this process, please follow up with your email case so our team can provide you with more information.

[Katie_K]

@corina2 I got the same instructions as you, but asked if they would send me a shipping label, and they did. So I printed it out at home and didn’t have to pay for postage when I dropped the package off at my post office. I don’t see why they wouldn’t do the same for you!

[Katie_K]

I just sent mine back yesterday! I’m a little concerned that you guys haven’t had any communication with Fitbit since sending your tracker in. Hopefully all things will end well!

[LizzyFitbit]

Hi @Katie_K It's nice to see you here in the forums.

Thanks for keeping me posted and I'm glad you were able to return your Charge 4. I understand your concern and as mentioned above, be sure that our team will get in touch with you once they've received your package. However, you can reply back to their email if you want an update or you have questions about the process. I'm sure they'll continue working on this and bring you back on track soon.

[Katie_K]

Thank you!

[Cturaeva]

UPDATE : after setting up a case via twitter and sending a picture of the damage, they sent me a printable postage label for me to send my fitbit back. I posted on Saturday 20th March and today recieved an email to say my replacement is being processed and will arrive 4-5 working days after it has been shipped. Can't fault the process, it has been pretty swift. 

[LizzyFitbit]

Hi @Katie_K and @Cturaeva I hope you're doing well.

Thanks to you for keeping me posted and I'm glad both of you are receiving help from the Support team. Please keep an open communication with them and follow up with your email case should you have any further questions about this process. I look forward to seeing you back on track soon!

[Whisper_M]

I was able to get mine replaced.  The Charge 4, while I was walking around my house, burst off my wrist.  When I collected it up realized the connecter between the band and the fit bit was broken.  Now I have the replacement and it is broken now too!  I had the Charge 3 and it did not ever break...I wanted to trade up but this had been bad.  I bought mine around August 2020 as well.  

[SunsetRunner]

I mailed mine out on the 12 of Marchfed ex got it the 14th and as of this past Friday. My Fitbit still has not arrived. I was told that they would receive it in 5 to 10 days. Hopefully it will get there today. I’m getting upset about the process 

[fairee12]

This is very helpful as I have just experienced the same thing yesterday.  I have not had the Charge 4 for 6 months and the connection (that apparently has springs in it to support the band) has broken off.  I will contact Fitbit tech support as well.  Thank you.

[Katie_K]

So I dropped off my Charge 4 at my post office to be sent out for replacement on March 20, today I decided to check the tracking number as I have heard nothing from Fitbit. The only information provided is that my package was “picked up by shipping agent” on the 22nd! I am extremely upset with this, as I thought the whole point of tracking a package was to make sure it goes to where it is supposed to be going! Why would a company send a paid return label for a shipping carrier they do not plan to use? Even more aggravating is the ‘status bar’ on USPS’s website appears to show that this is as far as their tracking goes and that I will receive no more information (considering there hasn’t been an update since March 22nd, I assume this to be true). I have attached an image for clarification. 

I have a hard time believing Fitbit has not received my package after 12 days. I have an even harder time believing that Fitbit is so ill prepared for returns that they do not send out even an automated email saying that said package was received. Or even given me ANY window of time that I should be expected to wait to receive a functional tracker. I’m also curious as to whether they plan to send a refurbished or new tracker - I did not pay 160$ for something that 1. I can’t use, 2. For it to be wandering around the United States unaccounted for, and 3. Just to receive someone else’s used and ‘fixed’ product. If I wanted to purchase a refurbished product I would have spent half the price on eBay.

At this point I think Fitbit should be offering store credit as this is obviously a defect in manufacturing, if not all out refunds. I am extremely disappointed in Fitbit. I have been a loyal customer since the first Charge was on the market, yet I have not one working tracker to show for it.

 

[Reggie_R]

Katie, this just happened to me.  I am on the phone with customer service right now.  I will let you know how it goes.

[Whisper_M]

Thank you for the update! I am preparing to mail mine this week (Charge 4,
second return:( ) I might use the Fed Ex option...since it was USPS or Fed
Ex. They need to fix the connector problem...or I might move on to a
different company. And I don't want to because this is the 3rd type of
FitBit I have used and loved them all, until the Charge 4 issue.

--
*Whisper Camel-Means*

[Katie_K]

I’m right there with you! I can’t believe this is your SECOND return! I’m sorry for that. The Charge 4 is my third Fitbit product as well, and the other two did die out, but they at least lasted more than a year. It seems as though the newer the tracker, the quicker they break! I am very disappointed I’ve had such problems with the tracker itself, along with Fitbit’s customer service and return process. Although I’ve loved my previous trackers and the Fitbit platform, its unfortunate that I’m not sure I will trust buying another product from them in the future.

[Katie_K]

UPDATE: I was curious to see if the tracking number provided to me by USPS could also be used to track a Fed Ex package. Sure enough, it worked! So after twelve days, my Charge 4 return is still in the possession of Fed Ex being delivered to Fitbit in California. That being said, I can not blame Fitbit for a lack of notification regarding my tracker as they simply haven’t received it. Hopefully Fed Ex won’t take much longer!

[mserianni]

My tracker went out on the 16th of March 2021 to date i haven't heard a thing from Fitbit in fact the tracking number says delivered but still haven't heard a thing

[kjfslin]

This tread has been helpful when my fitbit charge 4 broke the same way. When I contacted customer service, I was provided an option to replace my Charge 4 or purchase a new device with 50% off. I'd choose the 50% off, but it doesn't allow me to purchase the newest devices. This is very frustrating because charge 4 was the newest last year. I am willing to spend more money on a new device, but you are not letting me? 

Would you give the feedback to modify the 50% discount option so that it's actually a valuable offer?

[Jano1]

I bought my Fitbit 4 11/26/21.  The Fitbit piece that connects to the band broke.  I do not think I bought the warranty that costs extra.  Did y’all,  that had the same problem, purchase the warranty?  

Thanks!

[Gr4ndp4]

Hi, @Jano1, welcome, you can contact "Customer Support" here. Depending on your location there may be a "Broken Band" tile to use but if you do not see this use the chat facility or phone for prompt attention.

I hope this helps.

Cheers

[Jano1]

I chatted with customer service only a few minutes and I am getting a replacement… I pray I understood correctly and I’m getting the whole Fitbit and not just a band.  A band was not my problem.