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. 

[dibby]

Can't see the company listening at all, this problem has been going on for years. The lucky ones get a replacement watch but with the same design and construction as the faulty one they sent back, the unlucky people get 25-50% off buying another shonky watch, the really unlucky people get nothing but an expensive lesson never to buy Fitbit again.

I've had 2 broken straps - they just don't stand up to moderate exercise. Been waiting over 3 months for the next replacement to come back in stock and I bet the design/ materials haven't changed, I'll give it a month and I'll be back on to customer support for another replacement. 

There comes a time when you just have to give up on a company and admit your expensive mistake in buying their products.

[CLB904]

Hi Dibby,
To be honest I can't see them spending a fortune on resolving this design problem even if it means their reputation is at stake. I believe they will eventually pull it from the market.

Sent from Yahoo Mail on Android

[stevetee]

This problem is not just a surge problem my girlfriend has a charge hr and the strap has completely broke, we have got a free replacement but considering a newer model with removable straps like the new charge hr, coming to think of it, maybe fitbit knew about strap problem for some time and have designed the new type of strap, and we all know how long it takes for design and build.

This problem is not just a surge problem my girlfriend has a charge hr and the strap has completely broke, we have got a free replacement but considering a newer model with removable straps like the new charge hr, coming to think of it, maybe fitbit knew about strap problem for some time and have designed the new type of strap, and we all know how long it takes for design and build.

Sent from Samsung Mobile on O2

Moderator edit: merged reply

[only1wolf]

I bought my first Fitbit Surge last October, by December I also experienced the bubbling issue as the top layer of the strap came away. Amazon sent me a replacement in January, and now the same issue has arisen. Amazon are again going to send a replacement. Quite clearly my experience where the strap lasted three and four months respectively, and those of countless others, shows that the strap is substandard, so why won't Fitbit do anything about it? Giving a 25 per cent discount for a faulty product is not a solution. 

While calling Amazon to get my third Surge, I made the customer service agent aware of this fault and how common it is, and requested that they review whether they should be even selling it. Personally if the same issue arises again, I'm done with Fitbit and will just have to fork out for a pricier Apple Watch.

[fedupJ]

The rubber on my surge strap is coming away after eight months. Ive sent a pic to Fitbit customer support and anticipate that they will replace it. Its clearly a quality/manufacturing issue and hope that they have resolved it.

[mblum07]

I reached out to customer service and they are honoring the warranty.  I was pleased with how it's been handled so far.

[rcw1]

I've had my Surge since 13-Feb-2016. I wear it 24 hrs a day per Fitbit instructions. My band started delaminating as described in the original post at one year. The unit itself works and looks fine, and the band still holds it on my wrist; it just looks ragged. But I don't understand Fitbit's problem: the band is just held on with four tiny hex-head screws, and it is easy to take off. It would be easy for anyone to replace if Fitbit just offered a new band (and the appropriate tiny hex driver). I'd even take a replacement-in-kind if I were assured that they are working on an improved band.

[nelsonp02]

I am on my 3rd replacement going to the Blaze

[HenryD3364]

Ive seen replacement straps on eBay, Amazon etc. Great reviews and walkthrough installment videos on YouTube. For anyone past warranty, it seems likr the smart choice. I'm on my 3rd Surge in 17 months and the strap is completely coming loose from the main watch piece. All 3 have started bubbling/cracking within 3 months of opening.

Great technology, great app, crappy strap.

[bicycle4seven]

I have the same problem and hoping to get help from fitbit.

i have the large and have the band problem.

Moderator edit: merged reply

[RunLori07]

If you're within the warranty period, they will work with you. However, if you are not, they do not do anything for you except allow you to buy a NEW Surge at 25% off retail. I just got off the phone with them and because my broken band is a few months out of warranty I am out of luck. I own a Garmin 305 that still works after 7+ years and Fitbit seems to think it's acceptable to replace a product after less than 2 years. Very disappointing. I hope you are under warranty and have better luck.

Pretty ridiculous in my opinion. They have zero options for simply replacing the band. Very disappointing.

I tried the same thing, got put on hold while they consulted a supervisor and was told I was out of luck. 

Moderator edit: merged reply

[CLB904]

Hi RunLori07,
I am just disappointed to read so many threads from the community having this problem. I guess I'm one of the lucky ones then as Fitbit support have been very good as a replacement is on its way. My warranty expires after June so it will be interesting to see what happens if I have the type of problems as everyone else.Thanks 


Sent from Yahoo Mail on Android

[smnoble]

I am within warranty but have already had 3 replacements. I was requesting a different device as the Surge retails at the highest cost on the Fitbit line. I was knocked back repeatedly and started getting Citizen's Advice involved but before this developed any further I was offered the Blaze as a replacement. I have accepted as at least I can change the band if I have problems.

This presents a problem....there needs to be consistency so in effect all affected customers should be offered a different product. A financially beneficial proposal for Fitbit as they could then garner money sales of replacement bands, but also a PR opportunity to be seen to be doing the right thing.

The most irritating aspect of all this is the way the customer service tries be this really modern and happy ("cool") approach to service but it falls flat and annoys you when your problem is not being acknowledged.

End result is I am happy now but it took a lot of effort to get there and I think others should be offered the same........

[RunLori07]

You may be right. The product is too expensive to simply replace when the band breaks--even at 25% off. Fitbit has fallen down on qualitly.

[ibrau]

i have a small

[Weekday_Warrior]

I have a large which I was gifted in Oct. 2015. The strap broke the first day playing basketball and then bubbled and was replaced about 6-8 months later. I got a replacement from Fitbit and they were super cool about it, but it bubbled and peeled again and I ended up replacing the band with the $20 third party bands online just last weekend.

I have bought Fitbit Ones, Charge HRs and an Aria in the past and all worked relatively well. The Surge? Not so much. Am I out of love with Fitbit? Maybe not, but if they remake the Surge, they need a replaceable band. This really is ridiculous. I used to recommend Fitbit to everyone, but now I actively discourage at least against the Surge. I'm hoping the third party band holds up because I don't have the money (or patience) for new Surges every year and a half.

[Jennifer_Atown]

I have had mine for 4 months and it is fine.  But my husband read the reviews on the Surge and told me to be careful with it.  So I have been watching it and so far so good.  But I really only walk, no running or HIIT. I wear it every day and sleep in it. 

[ibrau]

Thanks, Jennifer.
I've had mine for over 1 1/2 years,,I wear it every single day. All of a
sudden the strap tore along the watch base, it wouldn't keep it's charge
and I couldn't swipe it anymore...even after rebooting it several times. I
figure it was just tired ;). Anyhow, I have sent it in for a replacement.
Right now I feel like I just lost my best friend since it's in the mail.

Ingrid B.
"I am no longer accepting the things I cannot change, I am changing the
things I cannot accept"

[ibrau]

Thanks, Jennifer.
I've had mine for over 1 1/2 years,,I wear it every single day. All of a
sudden the strap tore along the watch base, it wouldn't keep it's charge
and I couldn't swipe it anymore...even after rebooting it several times. I
figure it was just tired ;). Anyhow, I have sent it in for a replacement.
Right now I feel like I just lost my best friend since it's in the mail.

Ingrid B.
"I am no longer accepting the things I cannot change, I am changing the
things I cannot accept"

[Boyd2288]

Nothing but problems with mine as well, on my 4th... now that it came apart it's time to move on to something that will hopefully stay together.