My Fitbit Broke, Now What?

My Fitbit Broke, Now What?

My Fitbit Broke, Now What

Broken Band

Buying online is convenient, but there is always that little nagging worry about what to do when something goes wrong.  I recently had this problem when both my daughters had problems with their Fitbits.  On one, the button fell off, and on the other, the band is falling apart.

Broken Button

I decided this would be the perfect opportunity to check out Fitbit’s online customer service.  The bands are still under warranty, so I want to see how easy it is to get my problem resolved. Since they cost around $130.00 each, I am a bit anxious to see how this is handled. I started today with a visit to   I clicked on Help and then Product help, discover more here.

Click on Help, then Product Help

This took me to a page where I could select my product which is the Fitbit Charge.

Fitbit Charge

With just a little bit of wandering around, I found what I was looking for under Troubleshooting.  One of the categories is “My tracker is damaged” so I clicked on the link.

Found It Under Troubleshooting

Since my band is still under warrantee, I clicked on Customer Support.

Found Contact Support at the bottom of the page

This took me to a pager where I had three options; Check out info from the Fitbit community, Tweet the question or email.  I opted for email.

Three Options for Getting Information

Here I again through the process of selecting my device as well as platform.  I felt a bit like I was running around in circles because it again showed the options I had just gone through.  After going through this several times, I realized that I just needed to scroll to the bottom of the page and click Email Us.

  • I Selected Charge On the Product Page
  • Select Platform
  • This opened a simple Contact Support form.
  • Simple Contact Support Form

I filled out giving details of the problem.  I also attached a picture of the bands with showing the problems.

Three Options for Getting Information
  • Brief Description of the Problem
  • I received the customary conformations.
  • Confirmation Page
  • Confirmation Email

It will be interesting to see how they respond.  The conformation email said it would be 2 – 3 business days until I heard from them.  So now it’s just time to wait and see what happens.