Customer service only sends replacements to certain countries, not others.

[Tgwttihs]

My surge died after five weeks and I have a problem with Customer Service now. 

According to them, the webstore can only ship replacements to destinations within US, Canada, UK, Australia, New Zealand and the EU. 

I bought my Surge from an authorised dealer in Singapore, and Fitbit customer service tells me the webstore doesn't ship to Singapore as it is not in the above mentioned regions. They are happy to ship it anywhere as long as it is on their allowable list of countries and hope that I can find a way to have it forwarded to me. I asked if there is a local distributor I can return the device to, and was told there isn't. 

It is frustrating as it is, an expensive device giving up the ghost after five weeks and now this. I would like to hear from anyone living in other countries who managed to get a replacement. If the company sells a full range of products in Singapore, surely the problem can't be that complicated or insurmountable? 

Thanks in advance. 

[Collin1000]

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@Tgwttihs wrote:

My surge died after five weeks and I have a problem with Customer Service now. 

According to them, the webstore can only ship replacements to destinations within US, Canada, UK, Australia, New Zealand and the EU. 

I bought my Surge from an authorised dealer in Singapore, and Fitbit customer service tells me the webstore doesn't ship to Singapore as it is not in the above mentioned regions. They are happy to ship it anywhere as long as it is on their allowable list of countries and hope that I can find a way to have it forwarded to me. I asked if there is a local distributor I can return the device to, and was told there isn't. 

It is frustrating as it is, an expensive device giving up the ghost after five weeks and now this. I would like to hear from anyone living in other countries who managed to get a replacement. If the company sells a full range of products in Singapore, surely the problem can't be that complicated or insurmountable? 

Thanks in advance. 

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Fitbit only sells into certain regions so I'm sure it isn't that they don't *want* to send you a replacement, it's likely that they cannot send you one - possibly for legal or logistical reasons that they can't ship directly. 

Have you tried contacting the dealer who sold you the Surge?

[Tgwttihs]

I have, and was told to contact Fitbit directly regarding warranty issues. 

[VivisFitbit]

Hello @Tgwttihs! Currently Fitbit ships trackers to anywhere withing the mainland of the European Union, including US, Canada, UK, Australia and New Zealand. In this case the best option is providing an alternative address located on any of these countries. Rest assured that Support will find the best alternative for you!  

Good luck!