Extremely disappointed in the Fitbit Brand

[kingboxer09]

I have, well soon to be HAD a Fitbit Surge. My band broke and they replaced it which I am grateful for. Now my Replacement band is also braking almost to the point of it cannot be used. Fitbit responded with they do not cover their replacement products with a warranty only using the original product warranty.
What kind of service is this? To me they do not back their own replacement product.
In consolation the customer service operator said he would provide me a 25% discount on a new Fitbit product. Why would I want a new Fitbit product when you don't even back the current product that I have from you?
This is extremely disappointing from a customer's viewpoint.

Moderator edit: format

[SunsetRunner]

Sorry to hear of your troubles. I do not know any manufacturer that starts the 1 year warranty clock over again after issuing a replacement. If they did, there are some that would somehow have a problem in the 11th month and still be covered under warranty 10 years later. All products have a lifespan. Sorry that yours was so short.

It is good that they offered you a discount on a new tracker. If you were otherwise happy with the Surge, why not try a Blaze or the new Charge 2? Both have replaceable bands in the event they break or you wish to change the look.

[Chris1963]

The discount works out the same price as a new one on the High St in the UK, only upside here is its a 2 year warranty. They should meet disappointed customers in the middle and offer 2 years worldwide - it's clearly a defective product that they continue to sell. How many other manufacturers would knowingly continue to sell their range topping product that doesn't last a year?  

I'm afraid once this second one expires, its now split in all four corners and held with superglue, I will reluctantly go to Garmin, reluctantly because their app is poor in comparison.

[LucyAP]

Awesome help @SunsetRunner! It's great to see you in the Community @kingboxer09 and @Chris1963! Thank you for your feedback for the Fitbit environment, customer service, platform and devices. This has not gone unnoticed and be sure that I will pass this along. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

@kingboxer09 Since you received the 25% discount option as per our Warranty Policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be more than glad to help you further with this.

@Chris1963 If your band is split, please reach customer Support for extra help. I'm sure that they will be happy to help further. 

[kingboxer09]

I appreciate the offer but it is unfortunate that a company like Fitbit
only will cover the original product. Considering this is a known defect in
their product. Since my original Fitbit was replaced I would imagine that
the warranty for that Fitbit would also be 1 yr considering it was brand
new.

Obviously, customer satisfaction is not high on Fitbits priorities because
they have lost a customer probably for life. Once my band is completely
apart I'm done. 25% is not enough for my money and hardship.

Thank you though.

[Ank513]

I have the same issue. The band on my surge is breaking. For this to be one of the most expensive items that fitbit carries, the quality leaves much to be desired. The treatment of this issue will definitely weigh greatly on my continued use and investment in Fitbit products.

[LucyAP]

Thanks for stopping by @Svoboda, @kingboxer09 and @Ank513! I really appreciate your feedback about Fitbit Surge @Svoboda and @kingboxer09. As I mentioned before, I will pass along your feedback.  In the meantime if you need extra help with your 25% discount or your band, please do not hesitate to contact Support for further assistance. 

@Ank513 Thanks for the feedback about your Surge, this is really helpful since it keep us improving our products and services. If you are still experiencing an issue with your band, please contact Support for help. I'm sure that they can find a way to help.