Exchange small Surge for large

[Cloudsurfer91]

I am in the UK and currently have a Fitbit charge HR. I have just been given a Surge by a friend who got it as a gift and is not interested in an activity tracker, but it has a small strap. Due to the sensitivity of the fact that they received this as a gift, they cannot ask where it was originally bought from. I have emailed customer support twice with the serial number, and replied to the confirmation email twice, to ask if I can either simply swap the Surge which is still in the box for one with a large strap or pay for the strap to be replaced. However almost 3 weeks on and despite the standard email that they have received my request, very disappointingly still no response! I thought Fitbit customer service was better than this? It's really turning me off their products!

Moderator edit: edited title for clarity

[Odyssey13]

Hello and welcome to the forums @Cloudsurfer91

Your friend was given a Surge and then they gave it to you. I'm not sure if Fitbit can help you out in this situation. There is a 45 day return policy when ordered from Fitbit.com and the time to return to a retail store, such as Best Buy, varies store to store.

Have you tried going to a local retailer and seeing if they let you swap it out for the larger size? It might be the fastest way to get this done.

The forum community is where members share and it's not the same as customer support. You've posted the same message three times and it's been merged into a single thread.

You can wait for customer support to reply, but honestly, the warranty policy is for the original purchaser of the Fitbit, from an authorized retailer. Without a receipt or knowing where the device was from, I'd probably be calling local stores to see which one has a large Surge and would let me swap it out.

Hope things work out for you.

[Cloudsurfer91]

That's the problem... I'm not getting a reply at all from Customer Service which is why I have posted on here... Without a receipt no retailer is going to swap this over... I was hoping Fitbit would  do so considering this Surge is brand new. I am quite happy to pay the postage costs - but no reply in 3 weeks despite 4 emails... Poor customer service in my opinion to not even respond!

[Odyssey13]

@Cloudsurfer91  I can't speak for Fitbit.

Why not ask your friend if there is a way to find out when and where this Surge was purchased. Since your friend received it as a gift, they can ask the original owner about it without revealing that you now have the Surge. This makes you the third owner of the Surge and you don't know if the device was new or a refurbished unit.

Two reasons I can think of for their not responding. One is they are swamped. It happens. Second reason is they are trying to see what can be done for you. It's that simple.

[AndreaFitbit]

It's nice to see you in here @Cloudsurfer91. I sent you a PM in regards to your inquiry. 

Thank you for your help @Odyssey13.

Catch you later!