I, like several people, have a Surge with a band that is failing (cracking by the screws, top part underneath the screen starting to "wear"). A chat with a Fitbit CS rep resulted in Fitbit offering me 25% off the purchase of a new tracker since I'm two months out of warranty. This is unacceptable to me as I feel a $250 watch should last more than 1 year. I emailed Fitbit telling them I was unhappy with their lame 25% offer and...what result did I get? The same, canned, "we'll give you 25% off" offer. I wonder if they even read my complaint. I have purchased several Fitbit products for my family over the years (2 Ones, an Aria, two Flexes and an Alta) but once my Surge fails for good (which won't be very long most likely), I will look elsewhere for a fitness tracker. Fitbit has lost a loyal customer as they've created what seems to be a product not built to last and they simply won't stand behind their product. I would really like to know the percentage of bands that fail within a relatively short period of time. Based on these forums and three other people that I personally know who all have bands that are falling apart, I would guess that the percentage is unacceptably high.
