Charge 4 wristband connection broke off

[Lifes2good]

I do not know if my Charge 4 is still under warranty. It was shipped Jan 2021.  But the connection for the wrist strap just broke off without any known stress.  Is there any way to repair this?  I tried super gluing it back on but obviously did not get is back together well because the band will not stay connected.

Moderator Edit: Clarified subject

[Kimberkelli · Accepted solution]

I chatted customer service about that same issue I had and they sent me a free replacement base.  I had bought mine last spring direct from Fitbit. They had me email them pictures of the Fitbit and reviewed my complaint and decided to offer me a replacement or percentage off a new one. 

[SNAK]

I am on my second charge 4.  The first one lasted 7 months and was replaced under warranty when the band connector broke.  The second one I have now had for about 8 months and half the connector is broken.  Not sure if they will replace under warranty again as it has been more than a year since the original broke but less than a year since fitbit replaced it.  Clearly this is a defective product given its held together by a couple of cheap plastic connectors.  Should be made to withstand use such as exercise since it was meant to track activity such as this. Extremely disappointed.  

[Mrsdeano]

I’m in the same boat.  First one replaced but second one is out of warranty even though I haven’t had the second one for over a year.   I like the product but will be returning the fitbit I bought my husband at Costco for Christmas and am so disappointed in the charge 4. It works but can’t be worn.  What a crock.  

[Sly71]

My connector broke off and all Fitbit will offer me is 35% off the same defective product. Guess I’m out of warranty although it doesn’t seem like a year since I’ve had it. Very disappointed that they won’t remedy this flaw or make it right when the thing falls apart. 

[Lifes2good]

Same here but only 30% off.  Mine is 10 months old but they said that it is not covered under their warranty plan.

Update:  I was wrong about the 30%.  It was 35%.  But it cannot be used toward a Charge 5 which is the only Charge I can find available on their site.  And even though my Charge 4 is only 10 months old, they said that the damage is not covered under the warranty.  So frustrating.

Update #2 on Dec 9:  They are sending a replacement after they receive my defective one.  

[KeithWheeler]

I am having a similar issue, the band won't stay connected, nothing appears broken to me but it wont hold onto the band.  I spoke to support and they said I can buy a new fitbit.  Very helpful, I am on this forum to see if anyone knows the specifications of the spring inside the connection, i should be able to buy that tiny spring and fix my fitbit.

[SNAK]

Looks like the charge 5 has band issues too if you go to the charge 5 forum.   Think I would avoid the charge all together.

[Anna12]

Who do I contact?  My connector on my charge 4 band broke also

[Anna12]

How did you contact them?

[Mrsdeano]

Try customer service.

[Lifes2good]

I used the Chat feature on the support site.  They then emailed me.

[YojanaFitbit]

Hi there everybody. Welcome to the Community Forums. 

Please note that when a tracker suffers damage while under warranty, you can contact Customer Support. Discounts and replacements depend on tracker model and other factors.

However, as our warranty states, it doesn't apply to damage or defects caused by:

(a) use with non-Fitbit products

(b) accident, abuse, misuse, mishandling, flood, fire, earthquake or other external causes

(c) normal wear and tear or aging of the Product such as discoloration or stretching

(d) operating the Product:

     (i) outside the permitted or intended uses described by Fitbit

     (ii) not in accordance with instructions provided by Fitbit

     (iii) with improper voltage or power supply.

For more information about this, you can check our warranty policy.

We hope your issue is solved soon. 

[Mrsdeano]

It is so ridiculous that they can’t make this a better product. What a shame. I have had two working watches made unworkable because of the watch/band connector.

[SNAK]

I had filled out the band replacement claim and then I responded to the claim emails that I didn't think a new band would cut it since the connector was broken.  They asked for photos and then sent me info to ship my product back to them for full replacement.  

[Mrsdeano]

Oh yes they did send me a replacement which made me think the customer service is outstanding BUT within a year the SECOND watch band connector broke. This time I am out of warranty with the original watch. They shouldn’t sell this product until they fix this issue. I have two watches that work but can not be worn so they are useless. Piece of junk.

[Suzepb]

I had exact same experience.

The connector on the charge 4 is defective. This is a known issue. The band does not connect tightly so debris builds up between the unit and the band, causing the connector to break.Fitbit will send you a new unit if it is still under warranty, however the warranty on the NEW REPLACEMENT Charge 4 starts on the purchase date of the original defective Charge 4. My original Fitbit charge 4 lasted 7 months, I got a new replacement under warranty and that one broke same exact issue after 9 months later. Contacted Fitbit customer service and they told me that it is out of warranty and they will not help me. Even though they know it is a product defective. I do not want to have to buy a new Fitbit every year I am extremely unsatisfied. Just bought two extra chargers and new bands. I am pretty disgusted with the service I have received. I have had a Fitbit for at least 10 years and even own stock in the company, this is a terrible warranty policy. If they would just fix the defect they could send out the replacement units and everyone would be happy again but no, they are sending out defective replacement units and making it your problem. That is not customer service in my opinion. I am so upset because I have friends in the shared Fitbit community but may have to buy a Garmin or other brand :(.

[Suzepb]

Correct, they will send you another defective charge 4 and the same thing will happen within nine months. Good luck!

[Suzepb]

If your Charge 4 unit is still under warranty they will send you out a replacement unit but the same thing will happen again in less than nine months and you will be stuck again because the warranty on the replacement unit starts on the date you bought the original defective unit. Good luck!

[Lifes2good]

So sorry you have had bad luck on your replacement unit.  But thanks for sharing the cause - debri building up at the connection.   I did notice how much crud was under the other side of the watch when I removed the strap to ship it back.  I will be sure to clean mine occasionally now that I know.