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Co.oletelt unacceptable surge band

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‎04-11-2017 21:54

‎04-11-2017 21:54

Why?! 

Dear fitbit support,

I have been a loyal customer and user for actually a few years now. I have had a few different models and was so overly thrilled when my husband and I purchased the most expensive fitbit model  to make our workout routine more competitive. WHY is it fitbit that this model has no replacement bands yet every other model has one? I am so upset because I got this last October for our anniversary and it is April andmndnd superglue won't even hold this together and after taking perfect care per instruction manual. The worst part is my husband's band has been doing the same thing at the same rate. If you have the ability to make bands for other models why would you not for your most elite model...?

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‎04-11-2017 23:33

‎04-11-2017 23:33

It's the same with the Charge and Charge HR models which also have a band that's not designed to be replaced. Fortunately they seemed to have realised this is a mistake and the more recent models have replaceable bands.

 

As you have only had the Surge for a little while you will still be covered by fitbit's warranty so if you contact customer support via contact.fitbit.com they may be able to replace the Surge for you.

 

The problem with the Surge is that antennae extend into the strap. This makes it difficult to replace and so fitbit do not sell replacement bands. However, you can buy 3rd party replacement bands and there are YouTube videos that explain how to do it. However, it's not simple and requires some DIY skills. For those not covered by warranty though it may be an option.

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‎04-12-2017 02:17

‎04-12-2017 02:17

Hi

 

I have had three surge band replaced every three months. Then I asked for a refund wich they try their best to talk you out off.

Now five weeks later they still haven't refunded. They no the surge is not fit for purpose but they still sell it.

There refund process is unbelievable and they will not tell you why it takes so long for a refund.

They have so many refunds it takes months to pay out or

They are holding on to your money as long as possible.

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