On my third replacement

[Bluerichy]

I've had two straps bubble and now I have wrong time and condensation in the screen.

Fitbit offered me the cheaper blaze as a replacement and no refund even though they are clearly replacing a faulty product with a faulty product. 

I thought if it could be proved that there is a design flaw then a refund must be issued irrespective of how old.

I want a tracker with GPS built in. I paid for that and am being offered one that doesn't. 

They tried to offer me another discontinued and faulty surge. 

Please advise what steps I can take to remedy. I've been on forums and on Twitter and there are 10000s of people with same issue. 

[YojanaFitbit]

I've noticed you are new around @Bluerichy, so let me give you a warm welcome to our Community. 

Sorry about what happened to your Fitbit bands. We strive for excellent customer service, and customer satisfaction remains our number one goal.  I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some information about your case.

Please let me know if you need anything else! 

[CycloneJoan]

I just contacted customer service for my torn Surge band.  There is no replacement band option other than after market.  I am finding this hard to believe and no replacement from FItbit. I am so disappointed, I loved Fitbit!  It has a real design flaw and only option is a discount on a new one.  I don't want to spend over $200 for a new one when all I need is a band.

[YojanaFitbit]

Hope you’re enjoying the forums @CycloneJoan! 

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. Each scenario is different, but if they didn't offer you other option; must be because they don't have it. Nevertheless, I really appreciate your feedback; and you're right this is the best way to make your voice heard.

Using a discount to get back on track, 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. As mentioned before Fitbit as any other company have policies to follow through and while customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Let me know if you have questions about it.

[CRasH189]

I agree about the quality of the bands for the Surge. My wife items one and now has a new Fitbit as the Surge strap started separating prior to the one year warranty period being up. However, I did not call about it in time and now she has a Surge with a broken watch strap. I bought a replacement strap as support is doing to us the same that they are to you. This is asinine. I would use the $199 Fitbit if I could get the strap to even for on the watch. The little screws they give you to put the watch on are teeny tiny. Good watch, bad design