Feedback (2 down in 15 months)

[Nortonstanley]

 I received a surge on September 29th, 2016. By July the strap had broken off like so many others. They sent me a replacement and in 6.5 months the battery died and would not charge. Fitbit will do nothing but offer a 25% discount on a new one. Why would I pay for a new one when two different ones wouldn't last a year? This company should be ashamed. I will not recommend Fitbit to anyone.

Moderator edit: Word Choice and Subject for clarity.

[YojanaFitbit]

 Thank you for your participation in the forums @Nortonstanley!

Thanks for sharing your feedback. Sorry you feel that way about the option that you received, Fitbit is always trying to provide great products and customer experience; that's why they offered you that option since the Surge is out of warranty warranty. Each scenario is different, but if they didn't offer you a different option; must be because they don't have it. Nevertheless, I really appreciate your feedback; this is the best way to make your voice heard.

Thank you for your understanding.

[sunbeater]

They won't even offer me a discount on mine! My first one lasted about 7 months, the replacement has lasted less time than that. They will do nothing now as it is 'out of warranty'! These trackers cost a lot of money, and they last an average of about 6 months each!

[YojanaFitbit]

Hi @sunbeater, thanks for posting what happened in your case! 

Our team is always working on solving cases and giving solutions according to the Fitbit warranty. If you have more questions in regards to your case, it's best to contact our Customer Support team again. Or if you prefer that I request a new case for you I can do so.

Keep me posted!

[sunbeater]

I don't think there's much point! Thank you.

[Nortonstanley]

Yeah, I will never buy another. Nor will I recommend one to anyone.

[Nortonstanley]

Yojana,

I have trouble understanding how Fitbit can say the device is out of
warranty when neither device lasted close to 12 months. It was Fitbit's
fault that their band fell apart. Clearly a design flaw. If sending me a
replacement, that should also have a 12 month warranty from date of
receipt. If you want to build your customer base you need a quality product t

hat you stand behind and you need to support your customers.

Moderator edit: Word Choice

[YojanaFitbit]

Thanks for replying @sunbeater! Your feedback is important for us @Nortonstanley. 

Sorry about what happened with your Surge band. I'll pass along the feedback in regards our product and services. Feel free to reply our Support Team in regards of doubts about your Fitbit warranty, and the possible options that you might have. In case that you don't have a case open, I can help you with that.

Please let me know if I can further assist you with any other doubt.

[sunbeater]

I think this issue is being sorted now, thank you.

[YojanaFitbit]

Hi @sunbeater! You're welcome. Please feel free to come back at any time, we try to take care of all the members of our family. 

I dont' know if you're familiar with our Discussions board, there is a really good chance for you to like it. In case that you haven't do so, check it out! You might be interested in these topics: Marathon Training or How do you break out of your sedentary lifestyle?

Keep stepping around in the Forums! 

[Nortonstanley]

I would love to hear a real solution for this problem and not canned
answers. I would like Fit-Bit admit that they have a problem with the surge
since it won't last 12 months AND that they will send me a new one to
replace the crap they sent me before. Perhaps not a surge!!!

[Nortonstanley]

This is a useless canned response

[RRob20]

Hello, I would class you as a lucky one, I have just sent back my 9th, yes, nine in less than two years. All with simple problems like battery draining, condensation, numerous straps bubbling and cracking. Today I had to send it to the Netherlands for them to assess!  in the mean time I am left without a watch and all the functions I have relied on over the last two years.

[Nortonstanley]

Did you actually have to pay for any of these replacements?

[RRob20]

Hello Nortonstanley, No payment for the replacements, that is within the warranty. However, this time I have had to pay out of my pocket the postage to the Netherlands of the latest faulty Fitbit Surge. That cost is £12:09. This package is traced and signature required!

I shall wait on there verdict as to the fault, I shall then attempt to regain out of pocket expenses, due to the item not fit for purpose!

I would possibly require legal assistance for that! Hopefully I need not go that far, time will tell!

Unlike many others on this feed I will not give up on this anomaly!

[fbsurge]

I had same issue with the bands breaking on original and replacement. Two in 19 months. Fitbit is not willing to resolve this issue, only offering a 25% discount which anyone can get. Very disappointed. I do not suggest Fitbit to anyone.

[RRob20]

Hi FB Surge, I am currently awaiting Fitbit to get back to me regarding sending me my tenth Fitbit in two years. My warranty is very close to finishing. I am so concerned that this next replacement will only last as long as the others, and break down. Then the warranty will be null and void. I am very reluctant to throw away £199:99 on something that only lasts a few months at the most, and the two-year warranty is upheld - surely there must be common sense to each and every case! We shall see, I will not be ripped off, and overpay for something that is "not fit for purpose"!