Surge Battery Life and warranty

[CSLEngen]

Ok. Looks like we are going to have fun exchanging commentaries in emails.

I commend you for your loyalty for the company you are working for. Kudos to you - I really mean that. I think we need much more of that in this world of ours. We would ALL be better off if we " stuck together".

Now let me address some of your comments regarding the Surge. I can't speak to any of your other products personally, because I only purchased and used the Surge for a year and eight months, so I can only speak to that product.

If I told you I had an amazing and fabulous fitness tracker that had all of the features you wanted or needed, it was markets as "the ultimate fitness tracker" - GPS tracking, heart rate monitoring, all day activity monitoring, it tracked multi-sport activities, LONG BATTERY LIFE, (I.e. The battery would/should last for 7 days before recharging) notifications and music, auto sleep monitoring and alarms, wireless syncing to your devices- ALL for the amazing price of $250.000 - would you buy it?? Bet you would.

What if I told you, that the amazing tracker you have come to love in all it's awesomeness, would only last a year - maybe a year and a half - would you still buy it?? Maybe you would, if you knew that upfront.

If it started to go wrong for you, would you be delighted and satisfied knowing that the company does not have a repair department, and satisfied if I told you it couldn't be fixed because the battery is fused/fixed into the total piece and can not be separated, thus rendering it impossible to simply replace the high tech integrated Lithium battery?
BUT....please accept a generous 25% Discount and buy ANOTHER one - (and....hope for the best? Hope it lasts longer....hope for....)

I really really don't think you would do that. We have a saying, "fool me once, shame on you. Fool me twice - shame on me."

I am a 60 year old woman who has been around the block a time or two. Seen a lot in my life, been fooled a time or two, learned a lot too. I am an avid runner - I really am - and have been all my adult life, since I was 14 - I have the pictures, awards and medals to prove it - plus my health and well being. I was looking for a fitness tracker to work as hard as I do. I purchased the Surge with the promise from Fitbit that they were "the one" to do the job for me. All I wanted was the GPS, heart rate monitoring and battery life, and for the tracker to last more than a year and a half at the price of $250.00. It was asking for too much. Lesson learned.

Sent from my iPad

On Jan 9, 2017, at 4:31 PM, contact.fitbit.com wrote:

Hi Cathy,

We highly appreciate your commentaries and we'd like to address each one of them.

Regarding your remark of having your Fitbit Surge fixed, we'd like to inform you that we're not able to fix it, because at the moment we don't have repair departments, since Fitbit wants to make sure that our customers are comfortable wearing the trackers in good working conditions. That's the reason we offer you the option to renew your Fitbit experience towards the 25% discount.

Moreover, we acknowledge all troubleshoots you've efficiently performed to get your tracker back on track, as we have now ensured that every step was covered and that the procedure was thoroughly followed.

We'd also like to tell you that your Fitbit Surge has an integrated Lithium battery and it's fixed into the tracker's components. Keeping this in mind, we're not able to replace it as a separated piece.

We'd also like to tell you that we're constantly striving to improve Fitbit products and services, and we appreciate a lot all of the input we receive from our customers. Besides, we're always working hard to give you the best experience possible, and our engineering team ensures that our Fitbit trackers go through rigorous testing to guarantee that they meet the high-quality standards expected by our customers.

That being said, 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.

Additionally, be aware that the 25% discount previously offered to you can be redeemed anytime you consider it appropriate as we do not want to lose our customers, and much less a very valuable and loyal one such as yourself.

Please let us know if you change your mind, as we will be here with open arms to continue assisting you.

[YojanaFitbit]

Hope you are doing great and enjoying some healthy activities @CSLEngen, welcome to the Community! I was really impressed by your post, I can tell that you took some time to send your feedback and thoughts about your Fitbit experience. I'm sorry you feel that way. 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 services. 

As you said Fitbit doesn't have a place where you can take your tracker to be repaired, and also you're right about the fact that it would be very convenient to know how long a product will last to see if it is worth it to buy, but Fitbit can not give an estimated time of use, since it will depend on different factors. If you do your research there isn't any advertisement that say that a Fitbit can be repaired, customer service is offered intead, for example when you have issues with your tracker. We're very open to provide any information that a possible customer may need in regards products. I appreciate your comments and feel free to keep posting your experience here since it might be useful for other users.

In regards of Fitbit limited warranty, it provides replacements for trackers deemed to have a manufacturer's defect. In this case, because your tracker didn't meet these warranty conditions, a courtesy discount of 25% good towards the purchase of any tracker was offered to you, but it is up to you to use or not. Some users use the discount to buy the latest model available, while some others prefer to pass up the option. We strive for excellent customer service, and customer satisfaction remains our number one goal, however, the demands of running a global business require that we now enforce our warranty consistently. I hope you understand.

Have a lovely day, thanks again for posting!