Replacements and Warranty

[RRob20]

Hi all, I have just sent back my 9th Fitbit Surge replacement back to the Netherlands for them to assess the fault. This time, as many other times the wrist strap has been bubbling and cracking, other faults have been, low battery life, unable to sync (early days), condensation within the watch. The Two year warranty states automatic replacement, this so far has been done swiftly and efficiently! My main concern is that my two year warranty matures very soon! Will the 10th replacement only last a few months, like the others? Then it is out of warranty. Then I will have paid for a sports watch at a cost of £199:99, for a constantly faulty item that only lasted two years! Is there anyone out there whom thinks this is unfair? I have been told that Curry's, when they replace a Fitbit, the item has a new two year warranty with the replacement! (no confirmation that this is true) I am lost without my Fitbit, no time piece, no stepping challenges, no sleep management etc etc etc. Also Fitbit no longer do the Surge, therefore In the past they have been offering me another fitbit item with a discount of 50%. I have declined every time as I do not wish to give Fitbit another penny/pound as the Surge should be of good quality, and last for reasonable amount of time! 

Today I have had to send to the Netherlands my ninth Fitbit Surge for exchange! Yes nine Surges in less than two years, that must be a record! The faults have been numerous, from the main one being the strap bubbling and cracking, then there was the battery life, condensation within the watch. The first eight have been exchanged with no hitch, and was exchanged with professionalism according to the warranty! This time I had to send it in to them for examination, therefore I am now without a watch and unable to follow all the uses that I had grown accustomed to with my Surge. Things like classes, food and drink intake, weights and BMI, managing my sleep patterns, entering competitions during the week or weekend, and generally monitoring my steps, calories, distance and floors. I feel this time they are messing me about unnecessarily! I feel annoyed with Fitbit as I have encouraged many friends and colleagues to buy and join in the fun. I have lost every confidence in the manufacture of the Surge. All I can do now is wait for the decision.

[YojanaFitbit]

Nice to see that you're digging into the Forums @RRob20! Hope you are doing great and enjoying some healthy activities.

Sorry about what happened to your Surge replacements. We strive for excellent customer service, and customer satisfaction remains our number one goal.  I assure you that we test our Fitbit before releasing them to the market and we expect the highest quality in our products and services. 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 be getting information about the Fitbit warranty and the options that you have. And in case that you have any question about it feel free to request them as much information as you need. They'll be happy to help.

Thank you for your understanding.

[RRob20]

Hi Yojana, I am not very happy with your second sentence  "Hope you are doing great and enjoying some healthy activities". Having sent back to the Netherlands my Fitbit Surge, I do not have one to complete the healthy activities you speak of!

I shall wait for the team's verdict on the Surge sent back before I take my next steps, no pun intended! 

Would you pay close to £200 for something that only lasts 2+ years?

Knowing what I know now, I would not do this again! I also feel guilty for recommending to my gym buddies to purchase a Fitbit to join in the fun. They too have all had problems along the way!

[YojanaFitbit · Accepted solution]

Hi @RRob20 thanks for sharing this information! 

Sorry you feel that way, it wasn't my intention to sound sarcastic. My apologies for the inconveniences you experienced with the Fitbit products and I want to thank all of you for the time you took to share your thoughts with us. I assure you that we take in consideration all the feedback our users provide and we're working everyday to be the best fitness company.

Thank you for your understanding.