Broken surge strap

[Muffinpepper]

Hi
My strap has broken where the screws fasten. Keep pushing back together to keep in place. Very disappointed that it has broken so quickly. Are there replacements available. I have spent a lot of money on watch and had no durability. I have told friends to be careful of making purchase. Due to breakage.

[SunsetRunner]

Hi @Muffinpepper

Feel free to contact the Fitbit Support Team: India | United Kingdom | United States

Optionally check out Returns & Warranty before contacting support.

Fitbit released new trackers a while ago, the Fitbit Alta & Blaze which have exchangeable bands. The Blaze has a more secure wristband like the Surge.

[shipo]

@Muffinpepper, please add the color of your Surge to my poll:

https://community.fitbit.com/t5/Surge/Wrist-band-failure-which-color/td-p/1454782/jump-to/first-unre...

[Beth74]

Fitbit replaced my broken strap for free... You will need to send your old one back first...but new one was here in a couple weeks.

[SunsetRunner]

If you look further you will find that the surge has this problem with many users.
On what I have discovered you won't get much more than 12 months with it before either the strap falls apart, the screen mists up or the battery life goes down.

I've switched over to a blaze while awaiting hopeful a new surge 2 release, fingers crosseed?

[Collie59]

I can relate to that.  I've had my Surge for just over a year and my wristband is breaking and the battery won't hold a charge for a full day.  Kind of frustrated with this.

[sonnyboycarter]

the clasp pin has broken .were can I get a replacement  ?

[SunsetRunner]

---

@sonnyboycarter wrote:

the clasp pin has broken .were can I get a replacement  ?

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@sonnyboycarter

Feel free to contact the support team:

http://contact.fitbit.com 

[Lance64]

Get used to doing that mines broken 3 time my friends broke 5 he finally got a garmin

[Expiredroses]

This is the first response I've seen where someone had to send their old one back.  Everyone else just gets told to dispose of the broken item.  They asked me to send mine in and after not having to send back any of the 5 Charge HRs that had broke on me, this made me question why.

[Smokinjoev]

Maybe they are finally doing some failure analysis work on the surge. A little late to all of us that have a 250 buck paperweight. At least you get a replacement.

[SunsetRunner]

They asked me to send mine back and cover the shipping and tracking costs

[Lance64]

Yeah actually they sent me the wrong size no surprise so they want that one back

Sent from my iPad

[Lance64]

Pretty sure their riding this out till all of our warranties expire. A friend of mine had to send his charge back 5 times last time he didn't want to wait for a replacement so he bought the Blaze then contacted Fitbit about his replacement they said ok we ll give you 25% off your next purchase.....?! Very disappointed with Fitbit clearly they are not a responsible company

Sent from my iPad

[Lance64]

That's ridiculous they've replaced mine 3 times they've never made me pay anything

Sent from my iPad

[Stevieb39]

My girlfirend and I both got them for christmas and both are split in the exact same place, at the screws and the rubber is popping out from the watch it self. 

We really love the watch so its dissapointed.  

I have contacted customer service by email, so I will up date when I know more.

[rdaquinoii]

i want Fibit to know I recieved a Fitbit Surge as a Christmas gift in 2014. Feb 2016 the band fell off after one year and two months. I called to see what Fitbit do to just replace the watchband. I was willing to pay for repair and their only option was "I will give you 20% off a purchase". How rich! My family paid $250.00 for the watch that has turned into a 16 month disposable watch. 16 months? I have watches that cost more than that and that I have had for years and years and are still working and not falling apart. Please do not think that I hated this watch, i absolutely loved it! The Sleep monitor, the silent alarm, the App, everything was perfect.

I started surfing and see time and time again people that are having the same issue as my Fitbit Surge. I have even heard from friends that they had the same issue as my Fibit Surge. They told me Fibit replaced mine without question. I asked myself, why doesn't Fitbit address the issue if it is a known problem?

So I have a $250 fitbit Surge sitting in my dresser not being used because the watch band broke. And to add insult to injury.....We bought a Fitbit Charge for our oldest son this past Christmas (2016). It also has fallen apart after 6 months. Now I have the call in and see what Fibit can do. Probably offer another 20% off a purchase.

Comeon Fitbit ! Do the reponsible act. Replace both devices free of charge. You can PM me to discuss

[Collie59]

My strap was falling apart and the battery stopped holding a charge and it went out of warranty in March so I wasn't very happy.  They offered me 25% off the purchase of the new Blaze and I am so much happier with this version.  I only paid $149.00 for it - the same as I paid for my previous Charge.  Plus I can easily purchase replacement bands for the Blaze.  I am giving them the benefit of the doubt hoping the battery issue doesn't rear it's ugly head again with the Blaze.  Both my son and I like the Blaze.

[Lance64]

Fitbit should of given you the Blaze. I compete and couch and I'm telling everyone that will listen what Fitbit is doing.

Sent from my iPad

[rdaquinoii]

I completely agree. The tech is there but the execution is horrible. They know the bands are defective. They don't want a recall but they should initiate one.
I would trade the charge and surge for the blaze even.