FitBit Replacement

xxghost

Hey guys!

Recently, a big air bubble has appeared on the band of my Charge HR. It is steadily growing, and is now reaching the actual display.

I've contact FitBit. Before they will send me a replacement, they want to see the FitBit itself. Seems that they can't ensure a replacement until they've seen mine. They estimate the process will take a few weeks, not including the actual shipping times.

I was curious to hear back from anyone who has dealt with FitBit before. Are they generally pretty good about actually sending in the replacement? Has anyone sent one in just to be denied a replacement? I'd hate to be without my FitBit for a month, only to be told its a no-go.

Thanks in advance!

CharlieBeansmomTracey

I had one replaced but didnt have to send mine in.had no issues with them

Char231023

Really that is weird. I called them twice last week about replacements. Mine has the bubble and the side rubber is separating from the plastic, I called and I already received a replacement. The next day my husbands fell apart, I called again and they sent out a second one and it should be here on Friday. Both are under the year warranty. I have not had any problems with their customer service.

luluinca

I only had mine a few days when it was obvious there was something wrong with it. I called them two days in a row and they sent a replacement right away and told me to just recycle the other one. Already have the new one up and running.

QueenMother14

I just had my Fitbit Flex replaced. They didn't have me send mine in. They just sent me a new one. They were very easy to deal with and I got the replacement in about 5 days.

iofred

I had my Surge replaced without any issues. Was amazed with their customer service, as I only asked if I could buy another wristband

424a57

My Charge HR's battery died while installing firmware update. One phone call and a replacement was on the way. It took about 4 days to receive the new unit.

TaraTall

I second all these comments on amazing service. Ask if a photo would be enough to initate the replacement? Or get a new rep. i lost my fitbit - read: LOST. And admitted to it - and they gave me 25% off any fitbit.

xxghost

I wonder if the agent who helped me was confused then, or if I did something to make them suspicious of me. Who knows. Maybe I'll skip the live chat and go straight to a call!

Thanks!

Orphia

I emailed them with a similar problem with my Charge HR this week, and after I provided photos, receipt, and personal details, they said yesterday they are mailing me a new one.

LivingtheLeanDream

If you have any issues with Fitbit, their customer service is really efficient and they'll send you a replacement. I've had 3 replaced!

RoxieDawn

They will replace it pronto. Fitbit is great about replacing the hardware.

I got 2 replacements no questions asked, they just wanted you to write up what happened and send them a pic.

edited to add: it will not take a month, I usually had mine within 7 days..

Lyadeia

I've dealt with Fitbit twice. The first time was for a damaged Ultra years ago, and they wanted me to send them a picture of it with the receipt. They did NOT replace it. They sent me a 50% off coupon for the One instead. The second time was last year, and I lost my Fitbit completely. They actually at first said that I would have to have a picture of it, and exasperated, I told them I couldn't very well take a picture of something that was missing...then they told me that they no longer cover lost units. UGH. I was supposed to get a coupon for a new one which never came, so I had to contact them again.

Their customer service seems to have bad days on the exact days that I need help. If something happens to this unit, I'll just say screw it and buy a cheap-o pedometer until the next major gift-giving holiday when I can ask everyone to help me out.

kdcomstock89

I emailed them last Saturday about my Charge band coming apart. They asked for photos and by Wednesday they sent an email saying they had shipped the new one and I should be getting it on Monday. They told me to recycle the old fitbit once I get the new one.

Spook_Nuke_Em

I've had 2 Charge HR's replaced. Both times I just emailed and sent them a picture of the bar code on the original box. They emailed and asked for my address and shipped right out. They said I can just E-Waste the defective devices.

It was a really easy process both times, but I think I'm going to sell my newest replacement and go with something else. Both of mine went bad within a couple months.

jenready

I had to send my flex back as soon as I got it, it would not charge due to it not connecting to the charger right out of the box. I sent it back and had a new one from them all in about a week and a half. Their customer service was great and the process didn't take long at all. Good luck!

fidangul

My charge hr was replaced. In fact, I thought that they'd want to see it and asked them how I send it out to them. But the agent's reply was that it wasn't necessary and that they can see that my fitbit had technical issues. And within 5 working days my new one was delivered (plus it was over the xmas period).

I wonder whether a photo image of your fitbit would not have been sufficient proof for them??

CSARdiver

I had a Flex replaced no questions asked. They reviewed the diagnostics and determined there was an issue with the battery as it would not hold a charge for >24 hrs. My replacement holds charge for ~1 week.

Outstanding customer service from my experience.

dleivis87

I have had two Fitbits replaced. Customer service is fantastic and replaced both and I did not need to send them anything.

dleivis87

Best customer service experience I have received from any company and I told them this.

mishxoxxo

The bubbling has happened to a few of my charge HR. They were all black. That said, does anyone know if this issue is persistent in other colors, particularly plum? All I'm seeing are photos of the black charge HR with bubbles - so wondering if there's something behind that

jan_pearce

Replying to old thread to answer @mishxoxxo. I also experienced great customer service from Fitbit for my issue which was with the Fitbit Charge HR band delaminating. @mishxoxxo it was one of the plum ones. I just got a replacement one yesterday,and have not been asked to send the old one back.

lorrpb

I have heard nothing but outstanding reports on FB customer service.

SCoil123

I've had mine replaced twice and never had to send back the damaged one

Alatariel75

I've heard very good things about their service, to the point that I've actually emailed them to see if they will do anything about my lost Charge HR. On Thursday, the rubber ring which holds the loose end of the band broke, so the end of the band was not secured. Saturday, I lose the whole thing at a shopping centre, because it fell off due to the missing band-ring. I emailed them Saturday, and am waiting to see what they say before I go shopping for a new one.

neldabg

Here to chime in with my positive experience. Fitbit has always been really patient and kind to me. They sent me a replacement for a new Charge HR before, even with the option for a new color! It arrived in about a week.

Sued0nim

They are generally excellent

Send them a photo and they will replace it free

NM .necro

HONEEBEE95

I just received the replacement unit for my Fitbit HR. I didn't have to show photos, produce proof of purchase or anything else. Dealt with customer service via email. My only problem was was it took 9 days to receive my replacement?! The bubbles on my band didn't affect the performance of the unit but they were just ugly.

Melindhra

I know two people with year-old Fitbit Charge and Charge HRs who have the bubbling wristband issue. It's possible that they want the unit to figure out what's going on.

MiniMansell1964

they must have replaced thousands of them so far

Duchy82

I just emailed them when the wrist strap on my charge started cracking. Attached a photograph and after a few questions on when purchased etc (it was a gift so no receipt or idea where it was bought) they replaced it no problem. Excellent customer service, no complaints whatsoever and the replacement arrived really quickly.