Inspire strap broken

[Lin65]

I can no longer wear the Inspire as the plastic bit holding the strap onto the watch has broken. This appears to be a recurring problem as there are numerous posts about it. I contacted customer support and was told that it was not covered by your warranty policy and was offered a 35% discount on another tracker. I only bought the Inspire in October 20! Why is it not covered? This is obviously a fault with the design.

[Odyssey13]

Hi @Lin65  try support again and ask why it's not covered if it was purchased October 2020. Where did you buy it? Not all sellers are Fitbit authorized retailers, which could result in the item not being under warranty.

[Lin65]

hi, thank you, yes I have gone back to customer support now, I bought it from Amazon, maybe that’s why.

[Lin65]

Update-I rang the support team who looked into this again for me and confirmed it was under warranty (I think they thought the strap was broken not the part that holds the strap). I had to send a couple of photos and have now been offered a replacement. 

[Odyssey13]

@Lin65  great news and thanks for the update. When it arrives, set up as a new device on an existing account and your history will be there for you.

[Lin65]

Great, thank you!