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

[Teejewel]

This is your most expensive product in your portfolio! @HelenaFitbit "25% discount option as per our Warranty Policies... please know that this is the best option...we enforce our warranty consistently".
Attention all contact.fitbit.com, Moderators & anyone else who trys to offer me another 25% coupon. What do you not get? This is not a warranty issue!! It is a product defect. Your design team did not do due diligence with sufficient durability & validation testing, on the proper sample size; if you had, you would have seen this defect prior to launching. Perhaps you did find it, but through unethical practice, chose to launch anyway. My company gets million $$ fines if we do that- perhaps your trackers are not important enough to warrant a higher standard. @samsung 

Moderator Edit: Format

[GershonSurge]

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@HelenaFitbit wrote:

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.

If it has not gone unnoticed, then why hasn't the problem been fixed? I got a replacement in May and already the new band is showing signs of separating. I'll make sure I get a second replacement in the weeks before my warranty expires. All it needs is either a different glue or different screws. The fix would likely cost pennies per unit and may even be less expensive.

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.

Bottom line is every business wants to make money. This has to be the case or they will go out of business, so this is not a bad thing. The best source of new customers (which by the way, go through the drive-through at McDonald's) is through referrals.  You should know Fitbit is creating frustration, and since they haven't fixed the problem, they must want to because they think it will be profitable.

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.

Just because you say the 25% discount option is the best available doesn't mean it is. Custumer satisfaction is not your number one goal, or you would be getting it. Your warranty is for defects in the first year. The Surges and some other models are all defective. They just don't reveal it until later.

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.

The Surge does not have replaceable bands because it was designed that way. If the design truly forces a non-replaceable band, the band should have been overdesigned for durability. 

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

Will you post another standard company response in an attempt to make people feel good about paying too much for a cheaply made product? Even the Yugo's lasted longer than the Surge.

Moderator Edit: Format

[HelenaFitbit]

Thank you for your responses @GershonSurge and @Teejewel; while I understand that this is an important topic to the posters in this thread, but I'll remind you that our Community Guidelines ask for civil discourse on these forums. Please refrain from inflammatory posts and personal attacks.

As I've explained throughout this thread: the appropriate feedback has been provided to our team in regards to the tracker, its durability, our support team and the discount offer for trackers that are out of warranty. 

Many moderators have explained what happens in a replacement within warranty and out of warranty discount offers. Now, you have all the information necessary about our Warranty Policies and what they cover. Our Customer Support team will be glad to follow up on this process for  you. 

If you are unclear on any of the points I've made, I'll be happy to clarify them further for you. Thanks for your understanding.

[Cat_M]

Has anyone used a protector like this:  https://www.amazon.com/Fitbit-Fitness-Superwatch-Designer-Sleeve/dp/B01DY45CY2

or this:  https://www.amazon.com/Fitbit-smartwatch-Designer-Protector-accessories/dp/B01EHV0IB8

?

If yes, has it helped protect the band from ripping?

[Hanuscap]

No. It will not do this.

Sent from my iPad