Fitbit Surge feedback

[michaelryan]

My fitbit surge has bubbles in the strap just under the face.  No, it hasn't been on a hot surface.

What's up with this?  What's the remedy?

Moderator edit: Updated subject for clarity.

[YojanaFitbit]

I've noticed you are new around @Nancyme, so let me give you a warm welcome to our Community. 

Sorry about what happened to your Fitbit Surge. We strive for excellent customer service, and customer satisfaction remains our number one goal.  I've checked with our Support Team and apparently they already took your case under their wings. If you have question about your warranty options you can reply to them via email.

Please let me know if you need anything else! 

[TonyPCMan]

This is been going on for well over a year and you have done nothing to correct the problems. You are wasting your time by telling the stuff that you know isn't true, or is distorted from the truth. It would be appreciated if you quit responding with stuff that doesn't fix the issue

Sent from Yahoo Mail on Android

Moderator edit: Word choice.

[YojanaFitbit]

Hi @TonyPCMan, sorry you feel that way. I'd like to give you a different response but warranty options can no be changed. Although we're willing to help users when they have issues or doubt about Fitbit products. All feedback is sent to our team!

Thank you for your understanding. 

[Linzbfc]

My replacement surge has developed bubbles and the strap has detached itself. It looks a mess. For the money I spent on this device I would have expected to get several years' use out of it. 

[gteam64]

Hi, it is a shame but many, many Surge users have found the wristband to be a real show stopper.  Amazon offers replacements for 10 to 15 each.  Unfortunately, they appear to be made exactly the same as the one that routinely malfunctions.

One would hope that FitBit, as a responsible organization, would do a bit more than offer a one year warrenty on a part that they, and most buyers, now know is defective.  

[YojanaFitbit]

Hi @Linzbfc and @gteam64 it's nice to have you here! 

@Linzbfc sorry about what happened to your Surge band. We strive for excellent customer service, and customer satisfaction remains our number one goal.  I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some information about your case.

@gteam64 thanks for your feedback, we appreciate the time you're taking to give your opinion. Sorry for the inconvenience you've had with your band. Have you checked your warranty options with our support team? I can help you with that if you wish. 

See you around.

[Micky_1963]

Same thing has happened to my second Surge, this one lasted a year. been on Live chat and offered 25% discount on a new tracker. Given that Charge 2 is now nearly £140 and Versa is £199, will still be paying over £100 or £150 for new product. Why will they not just let me sending the Surge and fit new strap.

I like to Surge but the wristband has serious flaws, my Surge is just over 12 months old.

Come on Fitbit having spent over £150 i think on the Surge I should be offered at least 50% or replace the strap. Fitbit you are wasting money having perfectly good unit 'binned' because of a damaged band.

I have replied to Fitbit support regarding their offer and again informed them that i am happy to send the Surge back and have a new strap fitted. Nothing wrong with the unit itself just the band. Awaiting reply from Fitbit.

[gteam64]

Hi,

I think these forums are mostly intended as ways to keep users involved.  

Fitbit doesn't want buyers of their products to know that there are problems and especially not when their customer service is being seriously questioned.  

I believe that if we want real solutions to this problem, we probably won't get it here.  

There are other, better avenues I think.  

No use spending time when they aren't listening.

[bmw54]

Each of my Surges have delaminated their bands. I believe this is because the GPS antenna is sandwiched into the band. I've approached the problem by squirting superglue into the bubbles. This antenna provides GPS connection far superior to anything else Fitbit has to offer.

I realize it looks bad, but this design keeps the Surge far more accurate and functional than Fitbit's new flagship tracker, the Ionic. I have both and have compared them in the Ionic forum. If GPS tracking is important to you as a competitive athlete, for several reasons the Surge is the best Fitbit has to offer. Warts and all.

Warty old Surge (with paint spatters) keeps on tracking

[TonyPCMan]

I'm going to remove myself from this group .you are right; wont get any valid answers here.
Sent from Yahoo Mail on Android

[YojanaFitbit]

Hi @Micky_1963, @gteam64, @bmw54 and @TonyPCMan thanks for sharing your comments.

I really appreciate the time you took in order to post your feedback and for sharing all the steps you've tried with your Fitbit, as mentioned before we took all your comments and thoughts and we pass them along to our team; this helps us to improve our customer support services and products. If you still have questions about your warranty option or you need more details about the option you got from our team, feel free to visit our warranty page.

If you need me to request a new case for you, let me know.

[TonyPCMan]

 we have been telling you for over a year, and Fitbit has done nothing to correct it! Tired of your empty statements. 

| | Virus-free. www.avg.com |

Moderator edit: Format.

[gteam64]

There is no fix.  You can order non-OEM replacement parts at over 10 dollars a pop and try to put them on yourself, not easy.  It is an unfortunate situation that Fitbit knows about and has apparently decided to not do anything meaningful to fix.  Sorry friend.

Mine looks worse ... great picture.  Thanks!!!!

[bmw54]

---

@Micky_1963@  wrote:

Sorry I feel this way has I really like my Surge and would be happy for a replacement or similar.

Thanks,

Sent from Mail for Windows 10

---

Before upgrading to Ionic or Versa, you may be interested in a side-by-side comparison to the Surge. I completed this post a couple weeks ago: Ionic vs Surge: a runners perspective

[anime]

Had my surge for nearly two years, but can I still get a replacement without the warranty? 

[SteveH]

@anime if your fitbit becomes defective out of warranty then you are not eligible for a replacement although fitbit do often offer a discount towards a new purchase in these instances.

Are you in Europe? Just asking as the warranty is 2 years there.

Best thing to do is to contact customer support and see if they can help.

[YojanaFitbit]

Hi, @anime thanks for stopping by! Thanks for joining this family, hope you like what find here!

It's great to see your participation in the forums @SteveH!

Our good friend @SteveH is right, you should check your options with our team first. I already requested a case for you, so they will contacting you shortly.

Hope this helps.

[wswelty]

I have had good experiences like you...until now. 

I'm on my 3rd replacement and the unit developed a bubble. I called and ws told I could no longer get a replacement.  I too got June the first year they came out. 

I'm glad you had success but please share how. 

[fireman999]

Have all the replacements had the same problem with the strap? 

[Kanaeri]

I replaced my band with a third party (Etoper) band from Amazon about a year ago.  The quality is definitely better than the Fitbit bands.  I work out in it, sweat in it, sleep in it, and it hasn't bubbled on me.  Maybe I'm just lucky.  I don't know.  I'm glad I didn't have to junk the whole unit.

As for Fitbit, it is quite disappointing that they know about the problem and offer no viable solutions.  My husband has since switched to an Apple watch but I can't bring myself to leave my Surge since it's still working.