Incorrect Warranty Replacement Surge

[Carpcrippler76]

Has anybody else received the incorrect replacement Surge when going through the warranty service program?  I requested the black Surge to replace my current Surge and received the new blue Surge back instead of the model that I requested.  After some non-helpful emails back-and-forth with support over the last few days to try and get things corrected, would I be better off by calling support and hoping that they can help me?  I was trying to keep it all on the same email trail by replying to the original order receipt, but that hasn't been much of a help.

If I have to replace my Surge with another Surge, I want it to be the same exact model that I currently have, not in another color.  Heck, I'd rather have the new Blaze so that I don't have to mess with the band on it like I will when this new Surge band starts cracking, but I don't believe Fitbit has a trade program for when something happens like this, correct?

Has anybody else had this warranty replacement issue?

[MarreFitbit · Accepted solution]

It's nice to have you here in the Community @Carpcrippler76 ! I'm very sorry to hear the inconveniences you've been having when getting your Surge replaced.

My best recommendation would be to get in touch with Support by calling them at 1 (877)-623-4997. Available hours are 4:00AM Pacific Time through 8:00PM Pacific Time, Monday through Friday. They're also available on weekends from 6:00AM to 5:30PM PST. When speaking with the representative, please don't forget to give your case number (the one included in the emails you've sent already), so they'll get a lot of information from you and the situation to do this process faster. 

If you have any troubles, don't hesitate to get back to me my friend, I'll be here in case you need me!