Ripped band

[Teejewel]

It's not like it hasn't been heard before! Complete tear at the fastners- just over a year old- they need to put a clause on the box saying this is a disposable product, since they are not smart enough to come up with a solution to a clearly known problem. It's a band people! The tracker works fine.... I am design my own replacement band and will sell it on Amazon for all of the customers in the same boat. It's not like I am encroaching on fitbit business since the replacement band is non-existent... social media here I come...

Moderator Edit: Format

[Hanuscap]

Yes. Why isn't there an after market replacement band made yet? I believe if customers knew that once the band wears out, they have a disposable product. Can you imagine being told upfront that after a year your odds are high that you would have to buy another $250 watch, to replace a perfectly running product with a non funtional band. I sure would of made a different decision. My warranty is over and have been told, sorry, there is nothing we can do.

[Rodeo_holic]

I was furious they claim its waterproof well splash, rain and sweat proof well it's definitely not if the band tears. And this problem started a few months before my warrenty was up and I made the mistake of not calling sooner but I couldn't quite remember when I got it but turns out I'm a month passed and now because of the tearing in the band moisture got into the tracker and created condensation that led to the screen being completely blank. And they offer a 25% discount on a new one. The surge is already expensive and 25% off doesn't cut it. If I'm going to spend that much on a tracker I'm switching to another brand that has better customer service and a better product. I loved my Fitbit but it's rediculous how they seem to deteriorate conveniently around a year. And you can't fix the bands so yes they should mention it's a disposable product!😡

Moderator Edit: Format

[FerdinandFitbit]

Hi everyone! Welcome all to the Fitbit Community!

I'm sorry to hear about the problems you're having with your bands. At this point, if you're still under warranty, they can verify your case and most likely, have your tracker replaced but in the case you're already out of warranty, you will apply for a 25% discount. For more information about the warranty policies, you can take a look here.

[Teejewel]

@FerdinandFitbit thank you for your reply but you have not provided anything beyond the customer service response. I have had my Surge for ~15 months, so the reality is I can expect to pay $260 minus the generous 25% discount every 1.5 years. Funny- that 15 month replacement clause was no where on my surge box or in the literature... I have had cheap timex watch bands that have been put through more and outlasted this surge band. Try again Ferdinand Fitbit- you have to do better or don't bother responding
Also Fiitbit- label your packaging better to give consumers a fair warning. I would have reconsidered purchasing one of the most expensive trackers had I known.

Moderator Edit: Format/Word Choice

[Hanuscap]

What will be your future plans now that your aware of this major flaw in design? Do you plan to have a design where the watch band can be replaced? Or do you now boldly notify buyers of this possibility before they purchase? So that there are aware that after 1 year the possibility of total replacement with a 25% discount is probably a certainty. Will Fitbit be part of the future?

[Teejewel]

Great questions... fitbit should be working on a solution or a redesign for the next gen surge, and like it or not, a recall, not a minuscule discount, should be issued for the current customers. Other companies have to do it- from cars to toys to other fitness trackers... Basis Peak, case and point, just issued a recall for a temp issue.
The main thing is to not disrespect your current customers because they won't be back if you do. Personally, I work hard for my money and want the biggest bang for my buck! I also appreciate quality and integrity, neither of which are being demonstrated by Fitbit at this point. 

Moderator Edit: Word Choice

[CruzK9]

I am on my 3rd Surge.  I purchased the original in January 2016.  First lasted until March.  The second lasted until end of July.  Both left this world for the same reason - band separated from watch.  After the first failure, I even stopped wearing it through the night hoping that would put less wear & tear on it.  Didn't help on longevity and I lost out on the sleep tracker.  Based on previous history, I will be requesting another Surge around December.  At least they are covered (for now) under the warranty.  But come January that warranty ends I will be looking for a different brand to purchase...after all, I didn't expect to pay $250 for a 1-year only device, and will not buy another Fitbit of any type based on my experience with the Surge.

[Teejewel]

I did the same thing and stopped wearing mine at night. This takes out one of their key feature that is highly advertised- sleep tracking, right? It is slowly working it's way to a watch with a lousy band 

Moderator Edit: Word Choice

[Teejewel]

Again I say grrr... blows my mind to hear all of these stories and nothing being done by @Fitbit 

Moderator Edit: Format

[LucyAP]

It's great to have you here @Teejewel, @Hanuscap, and @CruzK9! Thank you for the thorough feedback for the Fitbit environment, customer service, platform and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

Since you received the 25% discount option as per our Warranty Policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be more than glad to help you further with this.

[bufny]

@LucyAP, @FerdinandFitbit let me ask you something (this is a question only for moderators):

Is there any internal Fitbit process that implies that you as a moderator should periodically synthesize most often reported community problems and pass them to some kind of a Fitbit superior? If not, Fitbit miss valuable customer feedback and we all are fools talking in vain… What I mean, is there somebody from Fitbit, having a decision position, that knows about the Surge band problem?

@Teejewel "I am design my own replacement band and will sell it on Amazon for all of the customers in the same boat": try starting a Kickstarter project. I’ll be the first to contribute.

[CruzK9]

To all Fitbit Moderators - a 25% discount on a product as expensive as the Surge is not an acceptable option. You know there's a problem with the bands failing. I should not have to pay any price for a replacement if it continues to fail for the same reason, regardless if when my initial warranty ends. Here's an idea...how about you fix it so it lasts more than 3-4 months or provide me with a full refund option. The Surge may have turned into a "disposable" fitness watch but you shouldn't consider my hard earned money as disposable.

Moderator Edit: Format

[Teejewel]

@CruzK9 you beat me to the punch and said it very well! Fitbit moderators, your response only exacerbates the frustration here- stop chiming in when you have nothing new to offer. Please know your 25% discount sucks. I can get better customer service from the local dollar store- please don't bring it up again. Since your tech team is not competent enough to come up with a solution, I have reached out to @ifixit to see if they can help. If they can't figure out, I will start working on it myself, I have the credentials to support this statement so it's more than just noise.

Moderator Edit: Word Choice

[Hanuscap]

Not acceptable, but thanks for trying.

Sent from my iPad

[heartmountain]

Will you give us 25% of the value towards a competitors product  Most of us don't want to throw good money after bad. . . ?

[MaginB]

Hey there @bufny @CruzK9 @Teejewel @Hanuscap @heartmountain!

I've been reading all your post and I appreciate your feedback. I can assure you all that we've always working to improve the longevity, durability of our products, and regularly capture and test trackers that exhibit unexpected or undesired characteristics. I understand the 25% is not too much, however if the warranty has expired is an alternative our Support team offers when there are no more options.

If some of you has not done this, at this time I suggest contacting our Support Team who will do their best to provide you with options to help get you back to tracking your activities. Also feel free to review our warranty page for more detail.

[GershonSurge]

The Surge is warrantied to be free of defects for one year after purchase. The band defect exists at the time of purchase even if it doesn't become apparent for 13 months. If you think a $250 watch should only last a little more than a year, then please put it in big letters in all your advertising.

I love my Surge, but I don't think I'll buy another since I already had one replaced due to the band. I expect this one will go a few months after the warranty expires. 

Fitbit has the market -- for now. Some of us remember when Timex took over the watch market with an inexpensive quality watch. The same will happen to Fitbit in time. 

Moderator Edit: Format

[Hanuscap]

In other words, we are sorry that our product is sub standard. We hope
future watches have the problem resolved. You are just part of our product
development testers. We know this is a major flaw, but thanks for helping
us fund this testing. And by the way, you only have to spend $187.50 for a
fitbit that may make it longer this time. Please, just send me an after
market wristband, when you finally develop one. I know you have to produce
a product that gives a reasonable set of expectations. The watch itself is
an excellent product. Plus if you develop a replaceable wristband, you
will have more sales. Instead of lost sales due to customers finding an
alternative activity product maker. I expect the band not to last as long
as the watch itself. I just wish I knew that the band could not be
replaced up front.

[HelenaFitbit]

Thank you for your responses @GershonSurge @Hanuscap and thank you for the thorough feedback for the Fitbit environment, customer service, platform and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

To the members who received the 25% discount option as per our Warranty Policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be more than glad to help you further with this. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Unfortunately the Fitbit Surge does not have replaceable bands since it's a complete unit.  If your Surge wristband is split (even if it's a replacement), I recommend to contact our Customer Support team via email here or you can call (877) 623-4997 between the hours of 4am-8pm PST Mon-Fri and 6am-5pm PST on weekends. I am sure they will be more than glad to further assist you.

If there any questions present, please let me know and I'll be glad to help.