My feedback about Fitbit Surge

[triathlete4]

I got a replacement Surge after my 1st one just froze and stopped working, and now the band on my replacement is ripping after only having it for 6 months.  Customer support says there is nothing they can do about it; they don't offer repairs or anything for the product.  $250 down the drain.  Way too expensive of a watch to last less than a year....

Moderator edit: Clarified subject.

[Julia_G]

@triathlete4, the total period you owned a Surge must have been more than one year, as all Surges are warranted for at least a year.  It is normal practice for warranties to count from first purchase rather than each replacement attracting a new full warranty period.  I expect Fitbit also offered you a discount on a new product now that your original warranty has expired.

I appreciate that you would not recommend a Surge, but as this is a help and discussion site, I thought I would offer an alternative view point.  I have had my Surge for 15 months with no issues so far.  I also have a Garmin and a Microsoft Band 2.  The Surge battery lasts twice as long as either the other two (although I admit it is a bit clunky) and the Fitbit ecosystem is better than the other two.

[triathlete4]

I would take a shorter battery life over the watch not working at all and ripping.  I had my 1st one just over a year and the second one for only 6 months now.  I have an old Garmin that is going on 10+ years and I have only had one issue with it; I was able to send it in to Garmin repair and it was back and working good as new in no time.  A 1 year warranty, I believe, is not long enough; I doubt anyone has one that has lasted even 2 years.  Just my opinion as a disappointed consumer.  

[Svanover]

I am on my second surge also.  The first one was replaced because the band started lifting by the face. Now the replacement is doing the same thing 

[triathlete4]

That is exactly what is happening to my 2nd surge. Since it is my
replacement, it doesn't come with a warranty, therefore they will only
offer me 20% off of a new one....and why in the world would I want another
one??!!

[YojanaFitbit]

Halo @triathlete4 thanks for stopping by! Thank you for your participation in the forums everyone!

 @triathlete4 Sorry you feel that way, Fitbit is always trying to provide great products and customer experience, that's why they offered you that option since the Surge is out of warranty warranty. Each scenario is different, but if they didn't offer you a different option; must be because they don't have it. Nevertheless, I really appreciate your feedback; this is the best way to make your voice heard.

Using a discount to get back on track with the same or a different tracker, it'd be a good 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, Fitbit 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.   

@Svanover Sorry to hear about your replacement band. Have you contacted our support group already to let them know this? 

I'll be around! 

PS. Thanks for your thoughts about this @Julia_G! 

[Krissy126]

I would not recommend the surge only because I'm on my 3rd replacement. The watch and tracker is functioning  but the band is horrible.  Clearly they wasn't thinking when they came up with a cheap band for high volume usuage watch. Especially if your sweating while working out.  The quality of the band doesn't match the price.  And what really annoys me, is that you only get 1 year warranty.  My watch didn't malfunction but the band ripped so I can no longer wear the watch.  So now I  have 2 working ripped Fitbit surge watches at home and it will happen again and I feel Fitbit should make an exception because they are well aware of the low quality band structure that they built 

[YojanaFitbit]

Hi @Krissy126! Nice to see that you're digging into the Forums, let me give you a warm welcome to our Community. Thanks a million for the feedback and comments about your Fitbit experience. I've already checked with our Support Team and they will be handing the case with you directly. Please confirm that they resolved the issue for you.

I'll be waiting for your response!