Band Plastic Wearing Out

[GallagherK]

I have had my FitBit Surge since January 2015 and have loved all of its features. The GPS, the step tracker, the watch... Just recently, a month or two ago I noticed that the plastic band was wearing down from rubbing on my sleeves. This is concerning because once it totally wears out, my expensive watch will no longer be wearable. I contacted customer service in hopes of having my bands repaired (I would have been happy to pay for this service), they informed me that nothing could or would be done to resolve this issue. I am 3 months outside of my warranty so I am stuck with my defective product. He kindly offered me a 25% discount off of a new product, but I cannot afford $200 annually on a watch... It just seems terrible because it is a very simple problem with the band, not the device itself. I love FitBit and their products; I have been a member since 2013 and have had a variety of their devices. I just don't think that I can justify purchasing another product when they are not supporting the simple issue that I have now. So incredibly disappointed! 

[Laurataylordu]

Mine had wear at these points too and my fitbit isnt even a year yet so likely by the same time as yours mine will be the same. Its clearly a fault. I find that the Surge seems to have a number of flaws. The charger being loose being one and this.

[lateshowrob]

Gallagher,

Unfortunately, it seems almost inevitable that all Surges will have this problem eventually and Fitbit won't do anything to help you if your warranty is up.  So ridiculous that a $250 product is made with a cheap band that cannot be replaced.  Fitbit's offer to those out of warranty of a 25% discount for the purchase of another device is laughable.  Would love for someone from Fitbit management to chime in on this issue either on these forums or elsewhere but it simply won't happen.  I went from loving Fitbit and all of its products to despising them for failing to stand behind their products.

[GallagherK]

That's how I feel. I love their products and I don't want to leave the brand, but I just don't know how I can justify buying another. The customer service representative was basically trying to sell me the Blaze, rather than try to help me with my surge. SO DISAPPOINTING! I really would like a member from the FitBit team to comment. 

[Vvernenkar]

That's too bad. I have the same problem. My band is cracked on the inside where the screws go in, and the same wear you have. My warranty was 20days over. I emailed Fitbit, they said my warranty was up, but they would send me another new one free of charge! I guess it depends on who you get on the phone tho I guess that doesn't matter. Here is what they sent After checking in our systems we confirmed your tracker is no longer under warranty period, however, we are able to see you got an amazing personal fitness record with your Surge, for this reason, we want to help you stay on track, providing you with a complimentary replacement

.

[GallagherK]

Thanks for the post. I had chatting with someone for about an hour the other day. Maybe I'll try getting on the phone with customer service and see if I get any further with this. Such a bummer. I genuinely want to stay with the company, but cannot justify paying for a new watch every year. Thanks again for the response! 

[joem3]

Agreed, very dissappointing. The same thing is happening to me regarding the band wear. I have not  even owned it a year. At this price point there is no way a defect like this should not be corrected. Word will get out. Maybe someone for the company will listen to the complaints and take action. It would be the right thing to do.

[Vvernenkar]

You should call customer service. They gave me a new one at no cost.
I stopped wearing it to bed. I thought maybe all the rubbing under the pillow when my arm was under the pillow might have affected it. Still no excuse for it wearing out like that if you are meant to wear it to bed! The second band seems to be holding up better.

[joem3]

Thank you, I will.

Joseph Morenzi III

Moderator edit: Personal information removed

[FerdinandFitbit]

Hi there everyone! Great to have you all in the Community!

For thos who are having problems with their trackers wearing out, the best thing to do is to get in touch with the Support Team.  They will be happy to take a look into your case and offer the best solution.

Let me know if you need any more help!

[LBusby]

I am having the same problem and I am also out of my warranty by almost 4 months. The offered me the same generic 25% off option. It is crazy that you spend that amount of money on the Surge and after about a year and a half it will be no good anymore.

[YojanaFitbit]

Nice to see your here, welcome to the Forums @LBusby!  Fitbit limited warranty provides replacements for trackers deemed to have a manufacturer's defect. In this case, because your tracker is out of warranty, a courtesy discount towards the purchase of any tracker was offered to you. We strive for excellent customer service, and customer satisfaction remains our number one goal, however, the demands of running a global business require that we now enforce our warranty consistently.

I appreciate your understanding.