No post-warranty replacement

[JacobyF]

Originally purchased the Fitbit surge as soon as it was released. I am in the United States Army and we run A LOT! Within a year of having my surge my band started wearing through above and below the screen, plastic showing through. I called and within 20 minutes received a confirmation that my new Fitbit surge was en route. Little did I know the original warranty was the only warranty that comes with the Fitbit product. As you could imagine I deploy to AFG for 9 months and leave it behind so as to preserve the $250.00 fitness tracker. I return home and wear my surge for 3 months only to have the band defect again. I just got off the phone with Fitbit customer service and they refuse to send a replacement out due to what their computer screen said about the age of my account. The screen didn't tell them that I have spoke highly enough about the Fitbit products to sell over 10 different trackers to my soldiers to assist with Physical Training progression or that I recently purchased my wife a Fitbit Charge HR. I escalated the call 3 times asking to speak to management expecting an exception to policy as all companies have done. In the end I explained that the product was not damaged by negligence but due to a defective band and received the offer for 25% off another defective product through Fitbit. I do not understand this level of customer service. The day freedom comes with a warranty and I can tell the American population that I can only defend 25% of them and sleep at night, then I will consider this acceptable. What happened to good customer service Fitbit? Why will you not fix this issue?

Moderator Edit: Clarified subject

[SteveH]

They won't replace it again because, as you say, your warranty has expired. You do understand the concept of a warranty?

[JacobyF]

I understand many things about a warranty including when you receive a new product from a company it "should" be covered under the same warranty as a new product purchased from a retail store. What I do not understand is why a defective product doesn't come with a lifetime warranty on the defective part. Again if the damage is caused my negligence then I have no problem paying for another product. My concern is all of the issues the surge band has and nothing to fix the issue other than more money to purchase another. 

[YojanaFitbit]

 Hi @SteveH, thanks for jumping in. Glad to see you on board @JacobyF! Thanks for replying with the details of your case. Sorry for the inconveniences some of you experienced with the Fitbit products and I want to thank all of you 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. 

I know that some of you maybe questioning about the quality of Fitbit but, 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. As mentioned before, our Limited Warranty cover the Fitbit products for 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 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.   

Fitbit is working every day to make our products and services the best in the market.

Catch you later! 

[dogenzenji]

This does seem a common issue...

Fitbit is a business so I guess it must stick to its policy, though I agree with what you say

As you are out of luck

Youtube has videos showing how to replace the band, contrary to opinion it can be done *if* you are careful. If you break it, well it is out of warranty anyway...

Use Google to buy a third party replacement band, they are cheap

Luckily my bust one was in warranty so I got a new watch, but once it is out of warranty, if it breaks, and if i still want to use it I will try to replace it myself.

[WallyAho]

My second surge band has delaminated. No misuse on my part at all. Just plain junk. Outside of the warranty period, so there goes my $250.

Moderator edit: Word Choice

[YojanaFitbit]

Hope you are doing great and enjoying some healthy activities @WallyAho. 

Welcome to the forums and thank you for the thorough feedback for the Fitbit customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thank you for your understanding.

[VF31AE3]

@WallyAho If the band is the only issue Amazon has aftermarket replacements and YouTube has the "how to" videos. Fitbit dropped the ball with the band but third parties have picked it up. It's just a thought.

[MoeMoney]

Received Surge in July 2017 as a retirement gift. Worn rarely and carefully taken care of. Band started cracking at screws last week. Contacted Fitbit support and told that it was registered in January of 2016 and later by me in July 2017. We own five Fitbits. I assume Fitbit is mistaken and very unhappy about treatment. I want to share my experience with potential new customers to do research on Surge. Band cracks within months on gentle use. Be aware that the band is not replaceable and Fitbit is aware of the defect. We won't be buying any more Fitbits and could not recommend buying one. Website is full of related complaints. 

Actually you should seriously consider any purchase of Fitbit watches. Warranty and follow up with customer support is very poor. 

[YojanaFitbit]

Hope you are doing great and enjoying some healthy activities @MoeMoney. Welcome to the Forums!

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here. I've also sent you a PM in case that you need anything else.

Thanks for your understanding!

[MoeMoney]

Everything in my post was and is accurate. Couldn't understand either support representatives due to accent. Surge is a defective product with all ands cracking with gentle use. Terrible support and warranty follow up. Only wanted replacement band and I would have actually paid for it. Support response was poor with no options offered.

Sent from my iPad

[VF31AE3]

@MoeMoney If the band is the only issue Amazon has aftermarket replacements and YouTube has the "how to" videos. Fitbit dropped the ball with the band but third parties have picked it up. It's just a thought.

[MoeMoney]

Thanks. I appreciate it. At least someone is trying to help all the Fitbit customers stuck with the defective surge.


Sent from my iPhone

[lopezfma]

It seems like you don't want to go into the fact of the matter.

The surge band is faulty and that is the truth, you think all this people in this forum,  with the same problem met somewhere to make your life harder ?

No, we just don't won't be ignored for something that is not our fault.

It's yours Fitbit it's your Fitbit product or not?

We want what we paid for

Moderator edit: Format/ Word Choice.

[YojanaFitbit]

Thanks for the tip @VF31AE3! Thanks for getting back @lopezfma and @MoeMoney!

I've got in touch with our Support Team and I noticed that you have a case open for this issue, feel free to reply our team with any question you might have about your warranty options, since they have all your information. Thanks a million for the feedback regarding our products and service, I'll pass it along.

Thanks for your understanding.

[WallyAho]

Forget it. I got a third-party band. 

Thanks. I got one from Amazon, and it is fine.

I agree! I was able to find a perfect replacement at Amazon. All OK now, but no more new devices from Fitbit for me.

Wally Aho

Moderator edit: Word Choice

[YojanaFitbit]

Hi @WallyAho, hope you are doing great and enjoying some healthy activities!

Thank you for the thorough feedback about Fitbit product. This has not gone unnoticed and be sure that I will pass this along. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thank you for your understanding. 

[Thomasrg46]

I'm having the same issues with the band. It's a defective band, period. My daughter is having the same issues as a co-worker who both own a surge. I called your service department today, and the representative hang up on my phone call twice. I usually don't like to participate on community forums like this, but i'm hoping someone will do something responsible about this issue. I've been one of yout most loyal costumers, but this is unacceptable!

[YojanaFitbit]

Hi @Thomasrg46, I'm glad to see you here in the Forums, your comments are very important for us! 

Thanks for reporting this, please know that we provide feedback to our team based on community posts and we are always working on improving our overall environment based on what you share here.

For you to have the best possible experience, I've got in touch with our team about your case, they will be contacting you directly. Keep an eye on your email inbox! You can also advise your daughter to get in touch via email or she can post her question here in the Forums.

Hope this helps, let me know if you need anything else!

[Pland27]

My original Surge Fitbit worked perfectly well until the band started to tear where the screws are that hold it in place. I wanted to just replace the band, but was  told that the original Surge had changed somehow and no band was available that would fit. So I was sent a new Surge, thank you very much. Guess what happened?  Yup! The same thing happened to the new Surge. While the Fitbit works just fine, the band fell apart again. Standing up for your guarantee is one thing. Refusing to admit that part of your product is junk is quite another.