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No post-warranty replacement

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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

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24 REPLIES 24

Welcome to the Fitbit Community @Pland27. I apologize for the delayed response and will be glad to assist you with your Surge band inquiry.

 

Thank you for your feedback and comments. Fitbit Surge is no longer available and I'm sorry to hear about what happened to your band. Our team works to improve the products and next product bands are different.  Feel free to see any other option that you consider for your band. For example on amazon or any other authorized retailer, maybe they have a better option for your band.

 

Keep on visiting the forums.

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So what you are saying is we get screwed in the US and only get 1 year warranty. Good to know. I’ll have to take my business and others to a company that values the US just like any other country.

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Not sure what you mean. Sorry

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@Janedoe27 the company would go out of business if they replaced products outside of the warranty. Fortunately, a band is only $5-$10 on eBay and Amazon and really easy to replace. Alternately, many stores that sell Fitbits offer their own 2-3 year extended warranty for your future tracker purchases.

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This was for a surge with no option to change the band. Sometimes it is better to be informed before offering an opinion! I owned over 600 dollars worth of their watches at the time. The watch was a gift so I had no option to buy an extended warranty. Write me back any time but better to informed so your comments are relative to a conversation. By the way, they definitely replaced the watch and as a result we own and wear more than 800 dollars of their products including the scale. Good to hear from you.

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