Surge Owners discount on ionic?

[tuan66]

I bought the surge back when it first came out paying the $250, but have been let down by the product with the band issue (I've been 2 of these).  It is a notorious issue on the forums that fitbit does not want to address.  I have asked the customer service for a discount towards the ionic for dealing with this flawed product since the beginning.  Customer service response has been told that since the Ionic is a "smartwatch" discounts do not apply to it since the Surge discount given to us is only for "trackers."  This is a very unfortunate circumstance for all surge owners as we have seen support for the item fade away and the tracker has been removed from their product page as well as pushed to the bottom of the list for their forums. I hope fitbit does the right thing for the people that purchased this item with the idea that it would be the smartwatch that they had hoped for.  

[TwoBit]

I won't be buying an Ionic even with a discount but I gave you a vote anyway. As the saying goes, fool me once shame on you, fool me twice shame on me. There won't be a twice for me and Fitbit.

[WendyB]

I guess I dont understand. Why would it apply?

[tuan66]

Customer service told me that the ionic is labeled as a smart watch. The
discount that they usually offer of 25% only applies to trackers which is
every other product they have. Was hoping that fitbit would be
understanding about the frustrations a lot of surge owners been having.

[shipo]

Speaking strictly for myself, also a long time Surge user (a little over three years now), I'm more than happy to pony up for the new Ionic; it looks like it has the best of what the Surge had to offer plus better water resistance and a replaceable band.  Yes it's a shame Fitbit didn't allocate a trade-up allowance, but even still, I'm buying one.

[Renlag13]

Agree all round. I love the overall Surge package and the Fitbit dashboard is by far the best, but the surge product is very flawed.  The build quality and associated quality control is shocking - I am on my 3 surge, 2 being warranty replacements but the straps only last 9 - 10 months and this last one I had to superglue the top of the strap down to the surge body after only 4 months- shame on you Fitbit for not nailing the product quality control.  

The Ionic looks interesting, but the price point demands a top quality product, but I won't commit until Ive seen it and handled it in the shops. If the Apple Watch had a more / similar dashboard to the Fitbit I would probably go in that direction as I've never had any quality issues with their products 

[HawaiiGuy]

I have had a Surge also since they first came out. I have had the unit replaced once. That being said, the constant battery life issues and having to adjust settings to obtain three days of battery life from the Surge is ludicrous. After one year and one month of use, the battery is again giving me 1.5-2 days of life even with settings adjustment.  I'm seriously considering the new Apple watch which will be out in October.  The new Iconic looks nice but from a quality assurance standpoint (particularly 4 days of battery life which sounds overstated) and the ongoing issues I have had with the Surge, I'll wait to hear feedback from fellow users. After speaking with Julie from support today, they offered me a 25% discount on anything but the new Iconic. After 1 year one year and one month of warranty, that  was it. I have been a Fitbit customer for over 5 years working my way up from a tracker to a Flex and now a Surge. When a company puts margin before a long term customer and meeting their needs, it has lost its way. 

[HawaiiGuy]

I have been a Fitbit customer for over 5 years starting with a tracker, to a Flex and now I am using a Surge. This has been my second Surge to have battery issues and even after manipulating the settings, I am only getting 1.5-2 days of battery life on the Surge they replaced on July 9th of 2016. I did a live chat with Julie from support today and because I am at one year and one month of warranty, the best they could offer me is a 25% discount on anything but an Iconic. 25% doesn't cut it even on an Alta HR, but they wouldn't budge. After 5 years, I guess I should start to look at Apple since I want robust features and I need some level of waterproof functionality due to where I live. I think it is indicative of where a company is heading when they disregard their installed base of long term users. It's unfortunate when a company puts gross margin before a long term customer (hence their protection plans and accessory additions which are huge margin builders.) and then by offering a customer 25% discount on a lesser product.  I even told Julie to escalate the call to see if there would be any follow-up. As a long term end user of their brand and products, I would have expected better.

[Metsfan65]

On a similar note, I purchased a Blaze 8 months ago ($200) and the heart rate monitor already has stopped working. Fitbit has offered me two options: (1) 50% off a "tracker" or (2) free replacement of the Blaze.  I don't particularly want another Blaze, which was marketed as a "smart watch" if it's going to stop working in another 8 months and I don't want to downgrade to just a tracker.  Unfortunately, Fitbit declined my request to apply the 50% discount to the purchase of an Ionic.  This makes no sense to me.  Using their purchase prices, a 50% discount on the Ionic would cost them $150, but replacing the Blaze costs them $200.  You would think they would want to encourage customers to upgrade and to increase sales of new products.  This is my first experience with a Fitbit product and, unfortunately, it's not a good one.

[TwoBit]

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@Metsfan65 wrote:

...Using their purchase prices, a 50% discount on the Ionic would cost them $150, but replacing the Blaze costs them $200.  You would think they would want to encourage customers to upgrade and to increase sales of new products...

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I see your point but the calculation might need to factor in the profit margin in order to make sense. If the profit margin is lower on the Blaze then it may actually cost them less to give you the Blaze. I'm not saying that Fitbit actually uses this criteria, I suspect the policy is driven by other factors as well.

As for Fitbit not doing anything to encourage Surge users to upgrade, I think they are missing out on a huge opportunity. Not only a bump in initial sales, which looks good to investors, but they would also have a large group of experience Fitbit users to draw upon for testing, peer support via this forum and enhancement suggestions.

[Kevin.o]

I have had the Surge for over a year. It has met most of expectations. I was able to get it at at a very good price when a store closed. So for the cost I was happy. It has been replace once. After reading the Forums on the different problems within the Fit bit catalog when this Surge fails, I will choose another brand. Not sure which one but I am doing the research now because it is going to fail sooner than later. Then I will be done with Fit bit.

[SunsetRunner]

For that money I might as well get an Apple Watch. I loved my Force until the recall, then my Surge until the band wore down and broke, my other Surge until the casing started to separate...so how can we be guaranteed the ionic won't fall apart? I don't mind spending some money as long as I'm getting a quality product. 

[piedwagtail91]

like you I'm  disappointed with the surge. I'm on my 4th replacement due to multiple issues. I feel I've wasted my money.

I asked why I would have to pay to downgrade to a different model but got no reply.

I tried to get the latest replacement in blue but was told they were out of stock and didn't know when stock would be in.

It looks like it's discontinued to me.

My problem now is to pay for a watch without gps or change brands.

Fitbit should do the right thing by surge owners and either let them 'downgrade' for free or let then upgrade at a good discount.

[WillDawgz]

I’ve been with Fitbit for a number of years now. It has helped me motivate a close relative with a serious autoimmune disease stay active and moving. It has motivated her to take her life back. For that, I’m grateful. 

What i I am most unhappy about is the fact that I upgraded to a Surge just months before they announced the Iconic. Had I KNOWN this an I would have delayed and spent my hard-earned money on an Iconic. Now it appears that al I have is a loosely supported, pushed-to-the-bottom, very expensive “tracker”. 

I’ve been watching to see it Fitbit would be openly addressing any of the Surge owners concerns. So far...nothing. As for me, if/when a replacement becomes necessary, I’ll just move on to something else. 

[Renlag13]

I went to look at the Ionic the other week and was impressed by the significant step change in quality. I'd said previously that I'd buy one if I was convinced the quality was right - I took the view it was and bought one and so far I am pleased with my new Ionic. 

What at I feel is very disappointing is that Fitbit know full well how sub standard the quality of the Surge was and they should be offering a discount deal for Surge owners to move to the Ionic which retains all the Surge functionality. Just saying Fitbit !..... 

[Kevin.o]

The details look interesting on ionic. If possible, would you post your feedback on your purchase in the future? Specifically the materials of the unit. My replacement hasn't self destructed yet and uncertain on replacement now.thx

[VF31AE3]

@Kevin.o If you check out the Ionic Forum, you can see what other users think as well.

[shipo]

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@Kevin.o wrote:

The details look interesting on ionic. If possible, would you post your feedback on your purchase in the future? Specifically the materials of the unit. My replacement hasn't self destructed yet and uncertain on replacement now.thx

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I upgraded from a Surge to an Ionic three weeks ago and I can report the Ionic is superior to the Surge in literally every aspect.