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Reoccuring breaking band - am i doing something wrong?

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‎06-04-2017 06:52

‎06-04-2017 06:52

i have replaced my fitbit so many times now I am starting to wonder if i'm perhaps wearing the wrong size or treating it wrong? I wear it all the time, i take it off to charge and clean. I do everything I say in the book and i'm certainly not rough - I don't do manual handing or anything of the sort!

 

My main concern is that i've replaced it so many times that customer services will penalise me, or think i'm lying to get a replacement. I am really not! I just don't understand how I have spent 200 pounds on a product and the same fault keeps happening - the band splits away from the screws in the back until it eventually comes apart. 

 

It hasn't happened now seeing as i've had a recent replacement already but feel more than embarrassed to keep contacting them, as i know everything is on record. I've obviously provided evidence and i'm being 100% honest, but is it something that I am doing wrong?

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2 REPLIES 2

‎06-04-2017 10:03

‎06-04-2017 10:03

@LogicalHarm Hi LogicalHarm. You're not doing anything wrong. If you look thru the Community Forum topics for Surge you will find the band problem traces back to at least 2015! If / when your Surge has any problem, call Customer Service. If they can't talk you thru a solution (sometimes it's not a defect) then you get another one (assuming the problem occurs within 12 months of the ORIGINAL purchase). I have never had a problem getting a warranty replacement but once the warranty is over so are the free replacements. I am on my fourth Surge. The first three have failed for well documented reoccurring issues. I recommend you browse the Surge Forum so you can get a better idea of what to expect from your Surge and the Fitbit company. Best of luck.

Fixed wing aircraft (F-4J, F-4S), Fighter Squadrons: VF-171, VF-31, VF-103.
Best Answer

‎06-04-2017 11:05

In response to VF31AE3

‎06-04-2017 11:05

Thank you for your amazing and comprehensive message! I certainly have read through the posts - many people have changed to other bands because of the recurring problem - it just seems strange it's still such a prominent problem. I am happy with the product aside from the physical breakage so I am not particularly keen to change out. I think I am in a similar position to you- perhaps the 4th, but honestly I don't even know how many because it seems I am always talking to customer service for whatever problem! thank you for the reassurance. I can rest at ease!

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