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New holes into a Surge strap

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‎10-04-2016 07:20

‎10-04-2016 07:20

Afternoon 

 

Has anyone managed to punch new holes into the surge strap? If so how did you do this succesfully?

 

I was given a Surge XL as a present purchased in duty free but it is too big. Fitbit will not exchange it as it was bought from the retailer and the retailer is going to be easy to get to seeing as it is in a duty free section on the other side of the world. I would prefer to find a way to use the watch otherwise it will just get thrown out. 

 

Any advice would be great.

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4 REPLIES 4

‎10-05-2016 08:53

‎10-05-2016 08:53

@ddeboor A warm welcome to our Fitbit Community and family! Regarding your inquiry, if a new hole is made on your Surge's band, you may take the risk that the hole will open even more, get cracked and finally get broken. This will also affect the warranty of your tracker even on the retailer's end that gave it to you. You can visit our Warranty Policies page for more information.

 

I would like to know if you have contacted our Customer Support team and if so, what did they tell you?

 

Looking forward to your response my friend! Smiley Happy

JuanJo | Community Moderator

Running with music makes you happy! Share Your Story

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‎10-05-2016 09:22

In response to JuanJoFitbit

‎10-05-2016 09:22

Thanks for the feedback...however, what other option do I have? FITBIT will
not exchange it and I cannot get to the retailer as it is a duty free shop
on the other side of the world?

If FITBIT will not exchange it then why would they honour the warranty?

So my options are to either leave it in a cupboard and eventually throw it
out or make a hole in the strap to use it for a reasonable amount of time?

I have tried to sell it but no one wants a XL so really just looking for
some advice as to how to best make a hole.

It is funny that TomTom replaced my unit 3 times through their normal
support service even though I bought the product from a retailer.
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‎11-13-2016 05:53

In response to ddeboor

‎11-13-2016 05:53

Hi @ddeboor. You could try selling it through ebay/craigslist or preferable contact Support again and explain them your situation and ask if there is any kind of exception that can be done for this particular scenario. They should review your case and determine if they can do anything for you as they are the only ones that can issue a tracker replacement/exchange.

 

Let me know how it goes!

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

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‎11-13-2016 06:46

In response to AlvaroFitbit

‎11-13-2016 06:46

Thanks for the feedback. I have tried explaining but FitBit is ignoring me.
I have since bought a TomTom Spark 3 and I am very happy with it and the
strap is replaceable.

Regards,
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