Surge Broken Strap

[ironangel26pt2]

My strap is broke on my Surge and its not even a year old.  Support would not help me because the origional purchase date is two months past the year warranty.  The watch however WAS replaced less than a year ago because of battery issues.  This is clearly a known issue and its extremely disapointing that a company wouldnt stand behind their product and their craftsmanship.  The watch is NOT over a year old, the right thing to have done would be to have resolved the issue....even TWO months out of warranty the right thing to do is to fix it.  Its a KNOWN issue and was not caused by miss use.  I will have to seek a company with more integrity to do the right thing for my next purchase.   He offered me 25% off a new device... WHY WOULD I spend MORE money when they dont stand behind their products?? No thank you.. Extremely dissapointed with the support. 

[SunsetRunner]

Warranty isn't extended when getting a replacement, if there's for example 2 months left of warranty when getting a replacement, the remaining warranty counts.

[ironangel26pt2]

Oh I fully understand their policy.  It doesn't mean its ethical.  The watch should be able to last a year don't you think?  

[LucyAP]

Awesome help @SunsetRunner! Welcome to the Fitbit Community @ironangel26pt2! It's great to have you here! 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 that feedback.

Since you 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.

Good luck, keep me posted if you have any more questions. 

[SunsetRunner]

Fitbit released the Fitbit Alta & Blaze a while ago which have exchangeable bands.

[JimK89]

Why hasn't some sort of fix for the surge band been developed?