Surge Band

[Melsga42]

If reading correctly, someone is suggesting that if the Surge band breaks, Fitbit will replace. Not so according to my conversation with Fitbit. Offered a link that leads me to purchase another at 25% discount. Not going to happen. Fitbit is hurting its Brand. The floor count a long standing issue and now the band.

[tennisrocks]

Same response.  My strap broke from just wearing it for 15 months.  No help from Fitbit.  Cannot understand why they make watches with such inferior quality bands and charge $250.00.  All I got was a 25% discount for future purchase,  Not gonna spend another $200 on a watch that may not last 3 months according  to some of the frustrated users.  Get a strap from $10 watch in the market and put it on your watch Fitbit!  Also, Invest few dollars  learning to make bands for watches equivalent to $5-10 watches instead of coming up with newer useless models. 

[MarreFitbit]

Thanks for your question about why we offered a discount instead of a replacement. Our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase. Because your tracker didn't meet these warranty conditions, we offered a courtesy discount of 25% good towards the purchase of any tracker. 

We strive for excellent customer service and in the past often replaced trackers that were not covered under warranty. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently. 

Thank you for being a Fitbit customer @tennisrocks @Melsga42. Hope you both have a great weekend! 

[tennisrocks]

Thanks for your response.  I understand that you are limited by your warranty conditions.  However, when you see a manufacturing flaw of this scale, you might want to do some some home work and address the issue while helping your customers stuck with the issue and not taking cover under warranty conditions.

I was very happy with the functioning of the watch and features but I am not sure I will not buy another one not knowing I can use it for more than yea, especially if I have to pay over $200.  I feel it is not a good business practice if you want to grow.

[MarreFitbit]

Believe me, I totally understanding where your concern is coming from @tennisrocks. 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.

Don't lose the hope yet, I'd reach support once more to see if they can give you different options. 

Fingers crossed! 

[tennisrocks]

Any resolution yet?

[tennisrocks]

Thank you Amy!  I am still wasiting to see what Fitbit response would be.

[Tyrian]

Although the link says it is a replacement band for Surge it is actually for Blaze. If you look closely at the image you can see it wouldn't fit the Surge. Some of the comments are also from Surge owners who've purchased this and sent it back.

[tennisrocks]

The one I got fit perfectly and am using it thanks to Amy for the following post

Fitbit is keep on deleting my posts & reply on this topic. Let me introduce I'm also one of Fitbit Surge user & faced broken strap issue. Yes you can get silicone strap for your fitbit surge on aliexpress search as a "silicone replacement watch wrist strap band for fitbit surge watch band silicone bands venda de reloj Bandas banda" and voila you can fine replacement aftermarket strap for your beloved surge.

search on you tube as "Fitbit Surge Band Replacement" you can watch detailed video for how to change strap carefully. Three cheers to Scott Ober the gentelman who actually found it & put a video on you tube.

[JOHNcapes]

I am my second surge, band just broke in the same place as first one! Fitbit and I are through!