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?
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