Band attachment is defective

[orchidlady1953]

I have never received worse customer service from any Company Ever!  The little pin on my band broke and I called to get it replaced.  Not my fitbit, just the little pin.  It's still under warranty.  I had

I have never placed a bad review for a Company before and I never thought I would have to for Fitbit, but this is beyond reasonable.  I have a new Inspire HR and the little pin on the band broke.  I did a live chat this morning and asked for them to send me a new little pin.  I don't want the unit replaced, I don't want my money back, I just need the little pin.

I sent them the picture they wanted and then they told me to pack up everything and send it back.  Seriously???  I live out of town and have to drive to post office to get mail.  I just lost my Mom and I don't want to go anywhere.  I know this isn't their fault, but I've never heard anything so ridiculous.  They said they needed it for the research team.  I pointed out that they weren't concerned about me, just their interests and policy.  Eventually they offered to send a prepaid sticker.

I have had 3 fitbits despite advice from people to buy Garmin.  I have a Fitbit scale and I hope everyone out there never has to deal with them.  (Although after looking at the issues on this page, it seems like lots of you do).  I have the full transcript if anyone wants to see it.

[Odyssey13]

Hi @orchidlady1953 

I'm sorry to hear about your Mom. It will take some time, but the sorrow will be replaced by good memories. This I know from my own experience.

I've notified a moderator about your post and they will be by to assist you.

While you're here, take a look around the Lifestyle Discussion forum area. You can join in the various discussions, share recipes or get some tips on healthy living. It's a great forum.

Hope to see you around more often.

[AndreaFitbit]

It's nice to see you here @orchidlady1953. I'll be glad to assist you with your Inspire HR band. I'm sorry to hear about your Mom and about your Customer Service experience. 

I'm happy to inform you that I got in touch with our Support Team and told them about your situation. They are going to take care of it soon. 

Thank you for the heads up @Odyssey13. I'm sorry about your Mom, you're right about the good experiences. I'm glad we'll be able to help @orchidlady1953. 

Keep on visiting the forums and have a nice day. 

[orchidlady1953]

Thank you. It's so hard to explain something so simple sometimes.

[AndreaFitbit]

You're very welcome @orchidlady1953. You're right, sometimes communication is hard. Please check your email in order to get instructions. 

Keep on visiting the forums. 

[BBurgDave]

@orchidlady1953 From what I have seen of the Inspire HR band, I think you will not be able to replace just the pin, you will need to replace the band as the pin, for the OEM band, is integrated into the band.  I think that Fitbit will be able to replace just the band for you when you talk to them, if that is all that is wrong with the Fitbit.

My wife has a 3rd party band for her Fitbit in addition to the OEM band and, for those, the pin is not integrated (but, that makes it easier to lose actually!).  If you are interested, you can find a lot of 3rd party bands on Amazon (not to replace the Fitbit OEM one, but to have a 2nd band, basically).

[AndreaFitbit]

Thanks for getting back to us and for your advise @BBurgDave. Just take into consideration that third party bands are not covered under the Warranty and anything that could happen to the device with those bands won't be covered either.

Keep on visiting the forums. 

[orchidlady1953]

Thank you for your feedback.  The point I was making is that I don't have the time and I don't want to waste money driving into town for something that fitbit could fix very easily.

I have a Soda Stream that was defective and they replaced the unit and didn't make me feel like a criminal.  One simple gesture could have gone a long way.

They did express their sympathy at my loss.  They have a loss too.  I'll never buy another fitbit.

[orchidlady1953]

Oh, but they did send me a return label.  It's Fedex.  That's 22 kilometers and a 1/2 hour drive away.

[AndreaFitbit]

Thanks for getting back to us and for your feedback @orchidlady1953. I´m sorry you felt like a criminal, sometimes our team takes band back in order to examine them and make better products. 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here. 

Let me know if you need further assistance. 

[Denyell]

I completely agree with your demise.  My husband purchased this NEW fit bit for my birthday in July, and last week the pin pulled through the Fit Bit attachment and a tiny little piece of material holds it together. I knew we were passed the 45 day return so I used superglue to hold it together, but who knows how long that will last!! If you are having this much problem just replacing the pin, I can hardly wait to find the time to get on line and "chat" with Fit Bit. I am highly disappointed. 

[Odyssey13]

Hi @Denyell  the Fitbit has a warranty and the band should be covered if purchased from an authorized retailer. Contact customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA.

If you're not in the USA or if you prefer an online chat or email, then click for contact options

[orchidlady1953]

I've noticed them on sale already and I think this is why. The weird thing
is I now have a "knock-off" band on it. My husband really jammed it on
there and I don't think it will ever come off. Oh yeah, the weird part. I
love this one. It's been so much better for me than my previous ones. I've
have Alta and charge. If they correct this, I would definitely buy another
one. They just suck when it comes to listening to customers.