Surge Strap Feedback Can't repair & will not replace it

[Jimbrey]

Have had my surge for 1.5 years and band broke - customer service will not replace if over a year old (outside warranty); wanted to send me a 25% OFF Coupon for my next one?. Not going to buy another $250 fitbit that fails with no replaceable band option. False idea that they always replace without questions

Poor design approach - have a good tracker I like that I can't wear now; enjoyed my Surge but can't stay with Fitbit with this approach by the company

Moderator edit: Clarified subject.

[YojanaFitbit]

Hi @Jimbrey! I'm glad to see your comments here in the Forums. Welcome!

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. 

About the information that you received from Customer Support, each case is been handled in a different way depending on the specif scenarios. Sorry you feel this is enough but this is an option that Fitbit gives as something extra, since most of companies don't have alternatives after the warranty ends. I understand you've invested in the Fitbit Family; however, Fitbit 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.   

See you around! 

[Jimbrey]

Yolanda, 

Most people who run successful businesses provide durable, repairable products, that keep customers coming back. Also, ending with "see ya around" wasn'the cute and didn'the encourage me to want to come back as a customer

Jimbrey

Former FITBIT owner (x3) and customer

[exchangegirl]

Jimbrey, we have the same problem with the Surge I bought my husband Christmas 2015.  He loves his watch but can't wear it any longer.  I was looking at the Fitbit website to see if there was a replacement band for the watch and saw your message plus the the replies from Fitbit customer service.  Wanted to share with you that I googled replacement band for Fitbit Surge and there are a couple of companies that sell replacement bands for it  I just ordered one from Amazon Prime for 19.99.  

[YojanaFitbit]

Hi @exchangegirl and @Jimbrey! Thanks for your participation and comments! As mentioned before, we depend on the warranty information to provide you with possible options. You can read more about our Returns and Warranty policies to have a better understanding of the response that you got from our team. We expect to have you around please let me know if I can further assist you!

Thanks for the advice @exchangegirl, that was very kind of you!

I'll be around!