Service Feedback

[GaryShar]

I'm done with Fitbit and would urge others to be cautious. The cheap, plastic band on my Fitbit Surge broke. The watch itself is fine....but can't be used without a band. Of course, the cheap plastic broke after the 1-year warranty. I spoke with two Fitbit employees in an effort to get some help. None. They only offered an excuse: The surge is a single unit. Spend $150 - after a token 25 percent discount - for a replacement. 
Why? It's only the cheap plastic band that went bad. They knew it was a defective product  because it was manufactured as a single unit. Slap a cheap plastic band on it... and when it breaks, steer the customer toward a new Fitbit - for $150.
Be careful...the buyer should be both aware and wary. 

Moderator edit: Subject for clarity

[YojanaFitbit]

Thanks for joining us @GaryShar !Welcome to the forums again 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 what you share here.

About the information that you received, if your Surge is out of warranty as they said a replacement is not applicable. I think that using a discount to get back on track with the same or a different tracker, it'd be the best option for a person that is considering staying in the Fitbit family.If it is not your case, sorry you feel this is enough but this is an option that Fitbit gives as something extra, since most of companies don't have options after the warranty ends.

I understand you've invested in the Fitbit Family; however, Fitbit 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.   

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

[GaryShar]

The issue is the cheap band. Period. A one piece unit held together by a cheap band turns problematic when the band falls apart.

Giving a customer the option of paying $150 for a new Fitbit is not an option.

And people need to know what happens when Fitbit products fall apart two years after purchase.

Sent from my iPhone

[YojanaFitbit]

Hi @GaryShar Thanks for getting back!

As mentioned before, we appreciate your feedback and one more thing to mention is that you can always read the Returns and Warranty policies from Fitbit so you can have a better understanding of the response they provided you. 

We suggest all our users take a look of the wear and care tips, so they can take care of their trackers. If you have additional questions in regards of your options, please feel free to contact them back to get more information about it. 

Thank you for your understanding!

[GaryShar]

This does not address the underlying problem: the Fitbit surge was manufactured and sold as a one-piece unit - with a cheap strap/band. There is no remedy when the cheap strap goes bad. One should be able to simply replace the band.

But not possible with the Fitbit Surge. Fitbit’s only remedy is for the customer to pay $150 for a new tracker.... which is akin to paying $150 for a replacement band.

Let the buyer beware.

Sent from my iPhone

[YojanaFitbit]

Thanks for writing back @GaryShar.

Your feedback is being heard. Fitbit is always trying to provide great products and customer experience. 

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 what you share here.

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.   

Thank you for your understanding!

[GaryShar]

Here’s what I understand: my Fitbit Surge would function just fine - if I could replace the broken band. But Fitbit has informed me the Surge functions as a 1-piece unit; that the band cannot be replaced.

And that renders my Fitbit Surge obsolete. Fitbit’s only remedy is for me to pay $150 for a new one.

But all I need is a new band.

So all I can do now is to alert others: buyer beware.

Sent from my iPhone

[YojanaFitbit]

Thank you for your participation in the forums @GaryShar!

Sorry you feel that way, Fitbit is always trying to provide great products and customer experience, that's why they offered you that option since the Surge is out of warranty. Each scenario is different, but if they didn't offer you other option; must be because they don't have it. Nevertheless, I really appreciate your feedback; and you're right this is the best way to make your voice heard.

Using a discount to get back on track, it'd be a good option for a person that is considering staying in the Fitbit family. If it is not your case, sorry you feel this is enough but this is an option that Fitbit gives as something extra; since most of companies don't have options after the warranty ends. As mentioned before Fitbit as any other company have policies to follow through and while customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

Let me know if you have questions about it.

[GaryShar]

Paying $150 is not an option considering there is nothing wrong with my Fitbit tracker - except for the cheap band that broke, which Fitbit says cannot be replaced because it’s a one piece unit.

I now have a 2 year old tracker that cannot by used.

Buyers should beware


Sent from my iPhone

[YojanaFitbit]

Thanks again for your throughout feedback @GaryShar! In case you need more details about your case feel free to contact our team directly.

Thanks for sharing!

[Redmoonstar]

@GaryShar there are replacement bands available on Amazon & Ebay as others on this forum have written, there is also how to video's on youtube that explain how to change the band. I know that isn't the issue as lots of others have had the same problems with the band and fitbit continued to sell the surge. It is however a cheaper option if you wish to keep your surge if not try a competitors fitness tracker, you might have more luck. I would suggest reading the forums for any tracker you are thinking of purchasing as they will give you some indication of any problems with that tracker. Good Luck!