Blaze replacement for the Surge.

[AtkPilot34]

I am writing to express my displeasure with Fitbit. I have been using my Fitbit Surge for one year as of today, and I am very happy with all of the features, gps, fitness tracking etc. During this past year I have had my Fitbit Surge replaced twice, due to band failures. Although this was an inconvenience, customer service made the entire process very easy. The last time I needed a replacement was seven days prior to the end of my warranty. Now after my warranty has expired I see that Fitbit has a new fitness tracker, the Blaze, that does everything a surge can and has replaceable bands. You can only imagine my disappointment that I was never offer a Blaze As a replacement for my damaged Fitbit Surge( after all the Fitbit Surge band issue is well known problem). Once again Fitbit has put corporate profits ahead of customer satisfaction. Once my Fitbit Surge band fails again, and it will, I will be looking into other Fitness trackers as a replacement.

[MikeF]

I understand what you're saying but on the grounds that the Blaze doesn't yet exist I think it would have been very hard to send you one.

[samseed101]

"does everything a surge can and has replaceable bands..."

Except that it doesn't have GPS. That's kind of a HUGE selling point for the surge. Not sure I'd want to give up standalone GPS for a shiny new colorful screen.

[Julia_G]

Hi, @AtkPilot34 , added to what @MikeF has said, the Surge is still very much in the Fitbit product line, and is positioned at a higher price point than the Blaze will be, when it is available (March) -- presumably because the Blaze does not have on board GPS, while the Surge does.

[Julia_G]

Hi, @AtkPilot34 , added to what @MikeF has said, the Surge is still very much in the Fitbit product line, and is positioned at a higher price point than the Blaze will be, when it is available (March) -- presumably because the Blaze does not have on board GPS, while the Surge does.

[Cross posted with @samseed101 , making a similar point...]

[AtkPilot34]

I want to thank all of you for responding to my post. I only thought that there should of been an option for an exchange, since my third Surge arrived just a few weeks prior to the release of the Blaze. I do like the GPS function of the Surge, however I could live without it, if I was assured the band was not going to fail again.

[Michael · Accepted solution]

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@AtkPilot34 wrote:
I want to thank all of you for responding to my post. I only thought that there should of been an option for an exchange, since my third Surge arrived just a few weeks prior to the release of the Blaze. I do like the GPS function of the Surge, however I could live without it, if I was assured the band was not going to fail again.

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@AtkPilot34 You seem to have missed the point that @MikeF was making: At this point the Blaze has only been announced. It won't be released until sometime in March. (Assuming there are no delays.) Would you really have been happy waiting ~3 months to replace your defective Fitbit?

And they aren't interchangeable devices: they both have unique features. And Fitbit has never had a policy of letting you exchange/upgrade/side-grade a defective Fitbit for a different model. What they do have is a 45-day return policy for trackers bought directly from them. (Even longer if you bought during the holidays.) If you were still in the window you could return your Surge for your money back, and then wait until March to buy the Blaze and you would even save $50.

[vegas55]

Fitbit blaze. It's a shame that it does not have built-in GPS!
I have previously Fitbit Flex, then surge, which unfortunately  lost on vacation.
I wanted to buy a new surge, but I found the wait, I'm sure you release something new.
And here such a setback! very disappointed, I wanted to buy a Fitbit blaze by preorder, but as I read the specification, it felt regret.
I generally do not run the smarphone,

[Rich_Laue]

@vegas55 Fitbit offers several models of trackers, since not everyone wants the same thing in a tracker.  It sounds as if the Blaze is not what you are looking for, you can find your fit at fitbit.

[ErickFitbit]

@AtkPilot34 As @MikeF said above, the Blaze has been announced but has yet to become physically available for users as this is happening in March, when we will begin shipping out Blaze. To clarify, Blaze does not have a built-in GPS chip like Surge does. Shoutout to @samseed101@Julia_G for mentioning this!

@vegas55 Thank you for your feedback, Fitbit takes all user feedback into consideration when improving our services and products so I will make sure this reaches the appropriate team. As @Rich_Laue said above, I think the Surge sounds like a better option for you since you're interested in a tracker with standalone GPS capability, which Surge indeed comes with.

[vegas55]

hi

I know what it offers Fitbit. I had Fitbit surge before, but I lost this.
I wanted to buy again surge, but I found the wait for something new. Blaze It does not meet my expectations.
Maybe time to try something else, look for other brands
I look for in other brands

[GamersWife]

I think they should allow those who want to trade in their Surge for the Blaze to do so. I would send mine off right now and wait for the March release. It would be like the recall on the Force that many of us had to do. I sent mine off and waited to see what new product they would put out as a replacement. I saved the money from the recall and put it towards the purchase of the Surge. I am lucky and haven't had my band break yet, but the rubber on the top is wearing off and I'm sure it's no longer water resistant. It would be nice for FItbit to consider this. I am interested in buying the Blaze but if I can't get anything for my Surge, then I plan on wearing it until it dies.

Many people have asked for replacement bands for the Surge and I feel like Fitbit dropped the ball. Instead of addressing the issue, they ignored it and create a new product and expect the population to buy it. There are many new fitness trackers on the market that are doing the same thing.

[Bill9909]

You may want to look into the REI guarantee program

[Rich_Laue]

The Surge was built with a band that is glued on, This means the Surge would have needed to be redesigned into a new model.

[MikeF]

Of course they 'ignored' the request for replacement Surge bands! The model had already been designated and built with an antenna in the band and was therefore impossible to modify. Sooner or later, a level of reality has to impinge on customer expectations.

And while the refund idea is lovely from a consumer point of view, I suspect the Fitbit bankers would have a fit at the amount of money they'd need to loan the company to fund it!

[Bill9909]

I've had no problem with my surge. My point is that REI has a 100% customer satisfaction guarantee. I plan to purchase a Blaze from them

[Rich_Laue]

Not everyone bought their Surge from REI.

[Bill9909]

Thanks for your response. Was only trying to be helpful, possibly to others. Frankly, with that attitude I suspect there are two sides to your story and I could care less if you ever get it fixed.

[ErickFitbit]

@Bill9909@Rich_Laue Hey guys, let's make sure to keep the conversation respectful for everyone involved. We're all welcome to share our opinions as long as it's along the lines of our Community Guidelines. Thanks guys!

[LittleToes]

I agree, I have just gotten the surge a couple months ago and mine is still practically brand new. I wish there was a way for us to trade in the surge for the blaze, if requested. I do not feel that 45 days really is not enough for a refund policy for this type of tracking item.