Problems with obtaining replacement band

[Lilaloujojo]

Had my Surge new in December 2017 and wristband coming apart. I've contacted customer services and keep getting the same response that they cannot replace because the surge was replaced in September 2017??? I've never owned a fitbit before so this is just not possible. Any help resolving the issue would be appreciated 

[SteveH]

Whether or not the Surge has been discontinued, you are still within warranty and under the terms if they can't fix the defect then you are entitled to a replacement. If a replacement Surge is not available they should discuss the options for replacing it with a different model.

You can check the terms at http://www.fitbit.com/returns

I would get back to them.

[Lilaloujojo]

Thankyou -They are saying they've issued me with a replacement in September and so not entitled to another. This simply isn't possible when the Surge was purchased new in December. Ive sent 4 emails so far and not getting anywhere. I'll go back to them again

Sent from the Yahoo Mail app. Get yours!

[SteveH]

Something or someone has got confused. It might be easier (and quicker) sorting it out via phone or webchat then email

[Lilaloujojo]

Have taken your advice and used Web chat and replacement on its way so thank you very much!

Sent from the Yahoo Mail app. Get yours!

[SteveH]

That's great news! Thanks for letting us know.

[bmw54 · Accepted solution]

FYI I've had 3 replacement surges, each time I've opened chat sessions and have been surprised how accommodating Fitbit was each time. They've even allowed me to change wristband color. If you're a runner or competitive athlete I recommend you stick with the Surge. It's their best offering yet, much better than the ionic.

[YojanaFitbit]

Hi @Lilaloujojo, thanks a million for placing your questions here! @SteveH and @bmw54 great help, thanks!

Feel free to come back at any time, in case that you have questions about your Fitbit; or you can just hand around, there is plenty information here and new ways to make friends.

Please take a moment to visit our Discussions board where you will find other members sharing their experiences and tips. This is a really good way to stay motivated towards your goals. In case that you haven't do so, check it out! You might be interested in these topics: You know you're a Fitbit addict when...... or Looking for Fitbit Friends? Find some here!

Hope to see you around.