Plastic piece broke off tracker rendering attaching a strap impossible

[ram1946]

A plastic piece that is needed to hold the wristband on securely broke off all of a sudden. No extra exertion, just broke off. Can not wear it since there’s nothing to hold it to my wrist. Had a “chat” with customer service yesterday who said I would hear back from care team. Haven’t  heard anything. Need tracker to monitor irregular heartbeat. Hope the care team cares.

[Odyssey13]

Hi @ram1946  if Fitbit doesn't replace your device, there is a way for you to still use it. On Amazon, search for "Protective band cover for Charge 4" and you'll see a band that encompasses the pebble portion of your device. It's what many Charge 4 users have done when the device works, but the tab for the band has broken.

[ram1946]

Thank you so very much.

Sent from my iPhone

[Peasweet]

This happened to me today, Fitbit still in warranty. A nightmare trying to contact anybody for support. Who and how did you make contact? Thanks.

[ram1946]

Hi. I tried online chat. Never received the promised confirmation email. Next day I called the listed number and got a really great service rep. He walked me through transferring to my wife’s Charge 5 which she never used. He also offered me a thirty day, 35% discount on any other Fitbit. Followed up with email and discount code. He was a lot better than the on line chat person, who was useless.

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[Peasweet]

Thanks for replying so quickly. I finally got through on chat and think it
was a 'bot' rather than a real person! Said I'd receive an emailed form to
complete and return then await a replacement Fitbit. Having read your reply
I'm not holding my breath. Where did you find the contact number to speak
to the rep?

[ram1946]

I went to my Fitbit dashboard, chose “help & support”, went to my watch selection and then asked for customer support via telephone call. Hope this works for you.


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[Peasweet]

Thanks for replying again, so quickly. I am surprised but very happy to
update that the email came through almost immediately. I completed the form
and returned it. I received a confirmation email informing me that I would
receive a replacement Fitbit under the warranty, it wouldn't be a Charge 4
but a 5. It all looks legitimate and I'm to expect it, by post, next week.
I wait in hope!

[ram1946]

Good to hear. Mine was out of warranty; hence, the offer of a 35% discount on a new purchase.

Sent from my iPhone