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Fitbit Charge 2 band breaks repeatedly and is obviously defective

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‎08-04-2018 11:17 - last edited on ‎09-08-2020 18:22 by Fitbit Moderator

‎08-04-2018 11:17 - last edited on ‎09-08-2020 18:22 by Fitbit Moderator

I have been having the same problem ever since I bought my fitbit.  Unfortunately for me, my fitbit is out of warranty so they won't do anything to help me.  I had two bands first "pop up" and then break while still under warranty so they replaced it each time.  This is the third time the EXACT SAME THING has happened but since it is out of warranty they won't fix it anymore.

 

I thought maybe I was the only one having this problem, but my wife has a Fitbit Charge 2 (just like I have) and she had the same problem.  Each time (my three times and her one time) it is the half of the band that has the buckle on it that has the problem.  The exact issue is that the connecting mechanism that links that half of the band to the fitbit itself breaks.

 

At first I thought it was strange, but after my first two times my wife had the same problem and now I have had it for a third time.  I tried to get support to fix the problem because it is OBVIOUS that there is a defect in the product itself.  Despite talking to a support person and then a supervisor and then a manager they still won't fix the problem.  Now I am left trying to voice my frustration on a message board, and I found some consolation when I saw that there are eleven pages of people who (wait for it)… have the EXACT SAME PROBLEM!  (https://community.fitbit.com/t5/Charge-2/Charge-2-Band-Popping-off/m-p/1922101#M41846)

 

Guess what, fitbit, your product has a defect!  People, the company will not acknowledge that there is a defect and they will not fix it after your one year warranty is up.  My suggestion is to get a new band as soon as you see there is a problem, and definitely get another new band after 11.5 months of owning the fitbit.  After that, just consider that your product is defective and either resign yourself to buying a new $30 band every 6 months or throw the product away and get something from another company.

 

Based on my experience so far, I will never buy another fitbit because their products are defective and their support is substandard.

 

Fitbit, if you want to reach out to me and help me, my case number is 26080116.  Until I hear back from you I am going to go ahead and file a complaint with the Better Business Bureau, because that seems to be the only option left to me at this time.

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5 REPLIES 5

‎08-04-2018 11:58

‎08-04-2018 11:58

BBB complaint: "Your complaint has been submitted and assigned the ID 13009667."

 

I encourage all who have the same problem to also file a complaint with the Better Business Bureau!

 

https://www.bbb.org/en/us/local-bbb/golden-gate-better-business-bureau

 

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‎08-05-2018 04:10

‎08-05-2018 04:10

I had the same experience with the bands. The sport band lasted 2 months before breaking at the connecting point of the band and watch.  The problem is the part that keeps breaking is made of plastic and breaks when the corners break off, then the watch strap will fail to hold the connection. There is a fair amount of metal where everything connects and it should be an easy fix to convert the hard plastic to metal.  It is an obvious flaw in that one part which needs to be remedied.

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‎09-18-2018 15:20

‎09-18-2018 15:20

Same here, I bought one for myself last year and I got one for my mom as a gift both mine and hers have been breaking non-stop where it clasps into the actual watch face, we've got to the point where we superglued it together. When ours were under warranty we will under warranty we exchanged them three times and the same thing happened with each watch so technically that's 6 watches. My mom loves her Fitbit but we are not buying another one

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‎02-20-2019 06:10

In response to abbyfit

‎02-20-2019 06:10

The Charge 2 is a huge disappointment.  My band has been replaced multiple times and is now "out of warranty".  A gave a Charge 2 as a gift and that device has the same problem and is also now out of warranty.  The bummer is that you either keep buying the bands at $15-$20 per band or call it a loss completely and are forced to buy an entirely new device.  I've been loyal to fitbit for years and this frustrating!

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‎02-20-2019 06:26

‎02-20-2019 06:26

My band broke in the same fashion after 1 year. Replacement off brand bands are cheap and plentiful on Amazon. I bought a black band that arrived yesterday for $1. That’s a cheap fix, feels totally solid. Dont waste brain power on being angry 😁.  I love my fitbit for it’s motivation and tracked information.  Peace ✌🏾 

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