Strap bubbling and coming away

[Bethiecc]

Anything I can do about a bubbling strap that is now coming away. My husbands surge is exactly the same. We've had them just over a year  Anything we can do??? 

[VF31AE3]

@Bethiecc Both Amazon and E-bay sell aftermarket bands for the Surge. YouTube has "How to" videos to help the process. Good luck.

[geezmo74]

Bethiecc - I don't think there is much you can do about this.  I have had the same problem on each fitbit surge I have owned.  It seems to be a design problem and doesn't occur with their other bands (or at least not to the same degree).  I am now on Surge number 3 and each one has had the same problem after 4 -5 months of use.  Each time - I've kept on using the Surge until it became too much of a problem with it catching on things.  What I would highlight is that as long as you're in the UK (or Europe), you're covered by the 2 year warranty (which doesn't cover software but does cover this problem). If you contact customer services, you may get a replacement surge.  This has been done for me twice now.  It's a pain having to wait and go through the process but I have to say, once I'd spoken to advisor on phone - they dealt with replacing the unit in a timely fashion.  I had to send a photo as proof of the issue, but they seem to know about the problem and were  keen to sort it out, so really can't fault the customer service. It's disappointing that the Surge has this issue as I otherwise love it.  Word of caution...they did ask me if I wanted a different model, but were only offering a discount and not a straightforward replacement.  If you can cope with the inevitability of the band going again, I'd go with free replacement.  Hope you get it sorted!

[YojanaFitbit]

Hi @Bethiecc, thanks for reporting this information here in the Forums your feedback is important for us. 

 Thanks for the piece of advice @VF31AE3. 

Sorry for the issues you had @geezmo74, thanks for sharing your comment, we're actively reviewing your responses and providing feedback to our product development team! 

@Bethiecc I've requested a case for you so our Support Team can check what is the next step for you. They will be getting back to you shortly. 

Keep me posted! 

[BlaineA]

Talking to the tech team and will get back to you shortly!  Hahahaha what a joke!  Fitbit has a manufacturers defect that they look after in the warranty period and then just offer you a 25% discount on another one that has the same problem.  The Surge strap is faulty.  I am on my third one in twelve months.  The strap only lasts a few months and then it delaminates again.  Fitbit you are losing a lot of customers because you are not looking after the people who have problems with your product.

[YojanaFitbit]

Hi @BlaineA, hope you are doing great and enjoying some healthy activities.

Sorry for the issues with your replacement. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. Each scenario is different, but I think that you can use the option available according to your warranty information, as it was mentioned by our support team. 

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.

Thanks for your understanding. 

[MalindianaJones]

I've had various issues with the Surge strap. I LOVE this tracker, but I cannot seem to get one that stays together. I've written to Fitbit several times, and their customer service has been great at fixing the problems (they sent a new watch last time), but the new ones keep breaking. I think there is a serious design flaw on this unit. 

[VF31AE3]

@MalindianaJones The Surge band is a known problem. Fitbit will continue to replace as long as the warranty is good and supplies last (the Surge has been discontinued). Aftermarket bands can be purchased from Amazon & ebay. Also, YouTube has helpful "How To" video's.