Surge Strap problem

[Mardai24]

Anyone else encountering this problem?  Bought a surge for my husband October last year.  Within a couple of months the strap below the watch face had started to bubble up and come away from the face.  Once it started, within 24 hours is was completely removed from the watch face casing.  Fitbit were terrific and replaced with a new watch.  Last week, the same problem occurred with the new watch, in exactly the same place.  Again, fitbit were very kind and offered a replacement which we've accepted.  However, I'm wondering if there's a design issue.  My own surge is well over a year old and no issues accept general wear. 

[Losthawk]

My husband's surge,  his co-worker's, and mine have all started falling apart around the year mark. All Fitbit will do is give us 25% off a new one  😑 I think there is a major design flaw, which is why it seems like it's being phased out.  

[timpendragon]

same thing here

[tuan66]

I am on my second surge and the strap keeps breaking where the 4 screws are on the backside.  The only thing they are offering is 25% off, which is frustrating as this is a flawed product that they know about...seems like a waste of $250.

[Raghu_s]

Yes, I got one in December and it has already started to come off. Wouldn't expect it to be so delicate for a fitness product. Maybe it was a batch of products that were dispatched. Hope Fitbit realises the cause and fixes it.

[Mardai24]

Can I ask those of you encountering the problem the size of watch strap?  I'm wondering if its the Large size?  
I have a small and its perfectly fine aside from, as I said earlier, general wear and tear.  
If enough of us have the problem, surely we can ask Fitbit to recognise a known problem?  6 months in and my husband is on his second surge, with another one on the way.  

[timpendragon]

Mine was a large

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[Raghu_s]

No it's not just for size Large. I got a small and that has started to peel off the strap too.

[Diane1904]

I bought mine last November and the strap is also peeling.  It's a common problem it seems.  Mine is being replaced today.  I'm very disappointed - around £150 for this item!  After this experience I will NEVER buy from Fitbit again.  When I got my Surge I thought Fitbit were a fabulous brand.

[TyWann]

I am on my 3rd surge in a year and 4 months...each time it has been the strap where it connects to the watch.  I too was offered 25% off since it was out of warranty but refused to accept that since my original $200 plus purchase didn't last 5 months and all of my replacements are having the same issue.  While I understand that the warranty has expired, I am not pleased with the fact that the replacements are all coming apart in the same location.  I suggested a less expensive watch with a replaceable band but was told that I have to get the same watch; which will have the same problems.  I feel it is a design flaw and they should offer customers the option to switch to a different watch with a replaceable band.  This is not a knock on the customer service reps, because they both were friendly and tried to help the most they could.  People don't have $250 to throw away on a watch.  I can't even use it as a $40 tracker at this point. 

[DAVE7372]

I Had nothing but problems with mine. replaced 5 times each failed the same

[stevetee]

I have exactly the same problem I have been offered exactly the same solution so now I have 3 surge's fitbit offered me 30% off a new product but that meant that I had to purchase through their site which meant that the price it came out at was matched by say argos or the likes, that is why I have a third surge.

I emailed fitbit with this information (strap and price) and they just harped on about how the product is put through rigorous testing etc etc and not really addressing the problem they have, surely they must be loosing money as I'm not the only one who has suffered this problem.

[Losthawk]

 Yesterday I called Fitbit.  I explained my issue and of course they offered me 25% off.  I said that wasn't a proper solution.  I said I bought the most expensive fitbit there offered, and @ $250 that's still me spending another $200 and now it's just an expensive yearly subscription. Then I said something that costs that much such last a few years and that it didn't come close and from my research everyone with the fitbit has the same problem. I said it was like fitbit knew there was a design flaw and couldn't admit it.  I said all this as nicely as possible.  He put me on hold came back with a one time offer to replace it.  Maybe y'all should try and ask for the one time replacement? 

[DAVE7372]

Been there

Sent from my iPhone

[DAVE7372]

Been there

Sent from my iPhone

[smnoble]

I have had this problem a few times....currently trying to get my third one replaced but I am being offered either a 50% discount on another tracker or a replacement like for like (which isn't in stock).

There has to be something else to be done. The Surge still retails at £199.99 and I have asked for the Charge HR 2 so straps can be replaced which, despite being newer, retails for less. Getting a flat out refusal and the most annoying thing....the patronising customer service lines.

I'm looking at the legal options as it is completely flawed product that isn't being acknowledged at all.

[JHAYES]

Yes, I have had the same issue, I am on my second watch.   

[mblum07]

I'm having the same problem.  Purchased my surge in February and it is already bubbling up.

[CLB904]

I never knew the Fitbit Surge had so many issues with its strap. Hindsight is always a good but if I know what I know now I wouldn't have purchased this model. My strap initially started to bubble up a couple of months ago and has now slowly peeled away. I have as of today reported it to Fitbit support. This is very disappointing and is certainly a major design flaw when customers also keep returning replacement as well and have the same problem again in a few months.  I think Fitbit seriously need to review this product and pull this from the market. At point does the organisation wait for the barking to get loud enough and have media coverage before they act? May be they can absorb the cost for now but all it takes is for another model to have problems and it reaches tipping point. The alternative is to offer customers a different brand for free or the latest version at a heavily discounted price. It is certainly not doing their reputation any good because I certainly won't recommend this model to my family and friends. Best to go back to Garmin!  Any way just my 2pc and hope Fitbit sit up and notice that this is unacceptable.

Thanks

[Mardai24]

So from what I'm reading, nobody in Fitbit is listening or getting past front line Service Agents.  I'm planning on tweeting it now.  at @fitbit. Feel free to join me!  I'll be posting and tweeting with the photos. Not fit for purpose.  Won't be buying or recommending fitbit to anyone.