I created a repair order from the site in late November. I had trouble getting the shipping label. I chatted with support and they finished up the repair order for me. However, my Band has been in their hands for over two weeks. When it sat for a while, I chatted with support again and they told me they're having trouble finding parts or replacement devices. She said they may just issue a refund. She couldn't tell me when they would arrive at a decision.
My guess is that they're out of inventory and no longer have capacity to perform repairs, so they have shut down the repair order page for Bands. You'll probably have to contact support directly and the only option may be some form of a refund.
I did purchase MS Complete for my Band 2 after having experienced the need to get my Band 1 repaired/replaced three times (a total of four devices over a year). Well, and because the Band 2 was more expensive than Band 1. Anyway, that could have had something to do with my ability to create a repair order.
I'm currently using my old Band 1 to get me by. But it has a corroded charging port and will soon be impossible to charge based on my past experience with Band 1. Since it is out of warranty now, I'll probably tinker with it to see how long I can keep it going. I'm thinking I'll take a file to the corrosion on the charging port.
I have ordered a Fitbit Blaze to try out while they're on sale for $179. Am also considering the Surge, but they and original Charge suffer from band issues too. At least the Blaze has replaceable bands.
I hate to leave the Band behind, but it was living on borrowed time.
Good luck to you.