Fitbit Surge strap faulty - again

[PJM101]

Hi All. Such a frustrating encounter with Fitbit online support today.

So, I got my first Surge in late March 2016. The strap split and came away from the face in May 2017 (the tracker was not subjected to anything unusual or harsh wear and tear) and at 14m of use, I don't think that damage like this was reasonable. Particularly for a device that is designed for training/running etc.

I received a second device under the warranty in the post. Great. Except now, a bubble has appeared on the strap just under the face. It's obvious to the eye and annoying. Not satisfactory or expected.

I called Fitbit and am told that I am 35 days out of warranty. The 'two year rule' in the UK/EU relates to the first purchase and not the second I am told. Madness. So the first Fitbit gets a 2 year warranty but the second one, less than a year. It makes no sense.

Anyway, I wonder what other people's thoughts and experience of this is. I think it's misleading to offer a 2 year warranty on a device but not when it's a replacement when the first was faulty.

Subject to what Fitbit say, I intend to rely on my statutory rights under the Consumer Rights Act 2015 and demand a replacement given that its of unsatisfactory quality and not fit for purpose. It's been subject to reasonable wear and should not have a bubble appearing on the strap. They offered me 25% off a new one. No thanks! Just sent me a device where the straps work and don't become defective!!

Any thoughts welcome.

[Trooper21]

On my 3rd one in four years. All three faulty straps and ended up super gluing them. First fit bit just froze up could not get it to reset, out of warranty, bought another one. That lasted less than a year when the red light would not go off, they sent me another one. This one failed after about 1 month with only able to get running app to work, nothing else works.

[jcschultz01]

You can find a replacement SURGE band on Amazon/google search.  I ordered one and it fit fine and for me the removal and installation was easy.  Your mileage may vary :-).

I got mine from SoulenUSA/Amazon.  $10 or less. 

The problem is that while the touch screen still works, none of the buttons work.  I have no idea if this is a result of sitting in my drawer for a year? or if the updated software turns off the buttons on old FITBITs so you have to buy new ones.  NOT in my case. 

[Shelders]

Hi I have just reported FITBIT for selling watches with known faults to the Ombudsman.

 Your saved reference number is CONS000000021937

[Tcarls]

I am on my fifth with faulty strap/band. I got two replacements from the shop, and Fitbit has sent me two out of the warranty. It is very clear that it is a manufacturing fault. Now however Fitbit will not replace my last one that got the same problems as those before. They just says it is out of warranty.

As someone commented, Fitbit knows very well that the watch will be broken in a short while. To regain respect they should put a lifetime guarantee on their watches. I will soon take a photo of the three broken ones I have at home, together with a broken Fitbit Scale I also have.

This is not low budget products, but they appear as very low budget stuff.

[fireman999]

I have a similar problem and in the past Fitbit have replaced my Surge but this time they are only offering a small discount so I have decided to end my association with Fitbit - I have just sent this email to them and will raising a complaint on Resolver see resolver.co.uk

"Thank you for your further email but as stated previously I will not be taking up your offer as I have lost faith in the Fitbit brand.

Might I remind you that this was a replacement for another defective Fitbit Surge that was supplied about 12 months ago and I now do not want to waste additional money on another one of your products that may fail in a short period of time - if you were in my position would you want to throw money away like that and invest in another possible defective product?

Would you not prefer to purchase a produce like an Apple Watch that comes from a company whose products you have used for many years that provides a service where you go to their shop and you know that you will walk away with either the problem sorted or a replacement, because I would.

As I have stated previously, you have a good product and software that is let down by poor manufacturing and quality control and for not replacing a product that is just 12 months old compounds the problem with a very poor customer service.

You clearly knew about this problem when you supplied the replacement Surge and you were obviously aware that you had not rectified a long standing problem but you still supplied a product that you knew had potential problems so why did you not be like many other reputable companies and admit the problem and replace all defective models with one that did not have the same problem?

I am sorry that my relationship with your company has to end this way but reliability and good customer service are important to me and Fitbit have not shown me any of this."

[Tcarls]

Me too are through with Fitbit.
I am now making a piece in technology magasines about the strange business
model of sending out products known to be faulty.
Tomas
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Tomas Carlsson Frilansjournalist
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[ingvar]

Amazon sell bracelet...