Fitbit Surge band getting cracks by screw ends without even aggresive use

[Kmbasit]

Hi just noticed my Fitbit band is cracking from screw end side which eventually will cause its rubber to split if i keep using it under this condition. Generally am not that aggressive user and take care of my gear with caution. Approx it has been used for 5 months in total and purchased 11 months ago. 

Am very disspointed to pay the preminum price for this product category to find out the entire gadget will be useless as no replacement straps are provided. Please advise solution.

Regards,

Kmbasit

[MikeF]

As you're still under warranty, Fitbit should replace it. In another month or so (unless you're in Europe) then they probably won't be able to.

[Teejewel]

@Kmbasit search the forum for broken strap, ripped strap... - there are 100s of posts complaining of the same defect with zero customer satisfaction if your Surge is 1 yr and 1 day or more old. People are getting 3-4 replacements within the year warranty period, seeing the same defect on each replacement. Then after the 1 yr from purchase time, they are no longer offered replacements, just a 25% discount off their next annual surge purchase... it's been a frustrating battle to say the least.

[JerseyShore]

I am having the same problem. This seems to be a defect as you would expect the unit to last longer or at least have a replacement option for the band.

[Rich_Laue]

You might want to contact fitbit, dealing with broken straps is usually beyond what the awesome community of fitbit users can do, we are not employees of fitbit. 

As for as a defect, I'm not sure if three out of the millions sold constitute one. 

http://help.fitbit.com/?cu=1

[Kmbasit]

Thank you for taking the time out to explain this in detail.

Sigh !!! Guess I'll just have to use it as it then.

Appreciate your reply 🙂

[Rich_Laue]

@Kmbasit what did fitbit say? 

[Kmbasit]

The forum is meant to be for users to come and share their experience with
fitbit's. If the strap on even one fitbit out of millions sold has issues,
I feel it should be brought to notice so that the company can happen to
take care of it in its next lot. Preventing any new users to face the same.

On the other hand if anyone else had this issue and resolved it somehow it
can be a potential fix for the problem I am facing.

[Teejewel]

I have followed standard protocol to have this situation rectified. The reply was always the same -out of warranty, out of luck. There are hundreds of complaints specifically related to the strap breaking. Maybe you do a should search if you're nterested in understanding why so many customers are frustrated.

Moderator Edit: Format

[Captainturk]

I had a similar issue with my second replacement (currently on my third Surge since January). My first issue for replacement was moisture under the screen resulting in the inability to slide through activity functions. The first replacement experience wasn't bad as I did it through chatting with a Fitbit representative online. They simply asked me to just recycle the defective Surge and they shipped me another one. This allowed me to still track my steps while I awaited the replacement, though I couldn't activate a specific activity. 

The second replacement experience was with my band starting to bubble up on the front and underneath by the screws on the back. The rep asked me if I used lotions and that could have caused the issues I was seeing. I was expecting to recycle that one too and wait for a replacement, but the rep asked that I send it back and wait for a replace. I was not happy to say the least. This was a two week process before I had my replacement in hand. 

I have a seven year on Garmin Forerunner 405 and the band still looks great. The only issue I have with it is the battery does not hold a charge long. The point for mentioning that is, I am convinced  the Surge, in its current design spec, is flawed and they know this. I'm just hoping Fitbit gets this fix before my current one malfunctions and they will send me one newly designed. 

[SantiR]

Hello all! Sorry to hear about the negative experience you have had. I understand it's frustrating to have the band broken. The best thing to do is to contact customer support to report the problem there, check the warranty before calling. If you are still under warranty, they will replace, if not, it is possible for them to offer a discount. You can use the discount to purchase any of the newest Fitbit trackers, the ones that include interchangeable bands as one of their features. Check Fitbit Alta, Fitbit Blaze, Charge 2, and Flex 2 (the last two were announced today). Check the awesome features they include, maybe you can give them a try!

See you guys around. 

[Captainturk]

Thank you for your reply SantiFitbit, and the list of options you presented. I'd like to pursue another option.

The Charge 2 appears to be the best option to replace my $249.99 Surge. Since I am still under warranty, I'd like to cut my losses now as I see no path forward for this not so premium device which I purchased for a premium price.

I see no reason to wait until I am out of warranty only to have another incident which makes my Surge purchase totally worthless and without any other equitable recourse. Therefore I'd like to return my Surge now and replace it with a Charge 2 with a two year protection plan. I think this is fair option and would put me in a better position to enjoy many years of uninterrupted use with your product.