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Fitbit Surge user for 15 months

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‎02-18-2017 14:23 - last edited on ‎02-20-2017 05:19 by Moderator Alum

‎02-18-2017 14:23 - last edited on ‎02-20-2017 05:19 by Moderator Alum

I had been using a Surge for past 15 months. Recently the band snapped. Having strap snapped of a sports watch is a common phenomenon. So I reached out to their support centre. Guess what is the only option provided to me? ' buy a new one'.... huh. So I basically have to pay 150 odd US dollars( they gave me a 25% discount) to get a band replaced. never again I am buying any Fitbit product. Bye bye Fitbit 

 

Moderator edit: Clarified subject

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2 REPLIES 2

‎02-20-2017 05:16 - edited ‎02-21-2017 07:58

‎02-20-2017 05:16 - edited ‎02-21-2017 07:58

Hello, thank you for your participation in the forums @Shameek! Cat Happy

 

Sorry for the inconvenience you've experienced with your Fitbit Surge band. Thank you very much for the time you took to share your thoughts with us. I assure you that we take in consideration all the feedback our users provide and we're working everyday to be the best fitness company.

 

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. I assure you that we test our Fitbit before releasing them to the market and we expect the highest quality in our products and services. But the warranty period is 1 year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is 2 years from the date of purchase. 

 

I think that using a discount to get back on track with the same or a different tracker, it'd be the best option for a person that is considering staying in the Fitbit family. If it is not your case, sorry you feel this is enough, but this is an option that Fitbit gives as something extra; since most of companies don't have options after the warranty ends.I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

 

Catch you later. Cat Happy

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‎02-20-2017 07:06

In response to YojanaFitbit

‎02-20-2017 07:06

I was given the same explaination. After replacing my original for a broken band, the new one got condesation under the screen and it will not go away which I never had a problem with on the original in the same conditions. Explain to me why someone would want to spend more money on the same product which had worse quality over time. The only thing you pay for is the one year warranty. Quality control is not just replacement. I want to spend money on something that will actually work. You have lost another customer and anything good I had to say about the features of your product to others is null. 

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