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. 

[Lofty1976]

Yes, it's  purely the strap that's not up to standard. But of course if the strap is flawed and non replaceable the the whole unit becomes the same, hence the reason i wanted to exchange for the blaze. At least with a blaze I have to option to replace or have spare straps myself. I thought it was an all round obvious winner for everybody but fitbit couldn't  or wouldn't do the sensible thing. I'm still waiting for their people to come back to me .

[Lofty1976]

Hi mate, many thanks for your message. I got the normal spiel about company policies, this is very interesting, I'll make a point of messaging and asking why I'm the exception to the rule. 

[smnoble]

No worries, I'm sure I've seen a few others mention the same. Might not be something they offer to a lot of people but it's certainly not something that can not be done. Good luck 👍

[Adlynmeg]

Yes!! Mine too. I'm now looking for a 3rd Surge in 15 months having gone through two. However, it looks like it is being discontinued as both Challenger & BEst Buy have stopped selling them and I need the GPS function so now looking at Garmin. 

[Lofty1976]

I'd like to stay with fitbit but they are really pushing my resolve to the limit at the moment, and  I'm not sure why. It's so easy to sort this out . The GPS thing for me isn't a problem but you should keep pushing for a replacement, it's your entitlement  even if you don't need it. Whether or not you choose to go to garmin or whoever, your entitled to a replacement for what you already paid out for. 

[dibby]

@smnoble,I bought the Surge for the GPS capability, usually I prefer to leave my phone at home in case it falls out of my pocket or I fall off my bike and smash it. With the Blaze not having a GPS it's a useless replacement to me.

[Lofty1976]

I'm hoping not, but if I don't get the problem sorted very soon and I don't mean another refurbished piece of junk like previously. I will be forced to explore this avenue. I 've had £10 Casio watches last longer than this.

Sent from my Huawei Mobile

[Mshaunb]

Exactly the same problem here. These watches are worthless. 

[jhhammond]

Yep, mine started falling apart around the year mark, from the backside.  Very much a design or materials issue from my point of view.  And just 25% off to spend more money is not too good.

Same problem, same weak solution.  Ugh.

@Mardai24 wrote:

@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.  

Moderator edit: merged reply

[Lofty1976]

Yep and their prices are  25 % dearer than the shops anyway its all a big con. I'm still waiting on an answer to an e mail from Sunday so they must mega busy with customer issues. Probably unsatisfied ones i would imagine.  I actually received an e mail from a  moderator yesterday about comments i posted that they didn't like. What a joke. They deleted the post and made zero effort to sort that problem out. 

[dibby]

Had the same message about them deleting posts of mine too. They're trying to sweep issues under the carpet by deleting rather than editing posts ... but then Fitbit do own the forum and they can do what they want with it.

[kgarvey]

I am on my fourth watch now. I got all four within a year(so covered by warranty). I asked for the blaze but told it has to be the same watch.

I just contacted Fitbit today to show them my latest watch which has lasted the longest.I got it in  August 2016 and was told that the warranty would be up very soon. Think it was up in the end of September or start of October.

Now the fourth watch is completely peeling away little by little but I'm out of warranty since the date of purchase but the watch is only about 8 months old.

I was wondering what people thought of this. Shouldn't the warranty go by the day you get the replacement, not by the day you first bought the watch? As it's a one-year warranty mine is up so i am assuming even though the watch is not a year old ill be told there is nothing they can do.

Here is a nice picture of what my watch looks like today

[Lofty1976]

It's an absolute joke, I'm still waiting on an e mail back from Sunday. It's seems that customers mean nothing to fitbit at all.

Sent from my Huawei Mobile

[lmacca]

I have the exact same problem with my Surge.  I got it as a Christmas present in 2016 and the strapping has started to peel away from the face.  I reported it to FitBit and they are sending me a replacement.  Fingers crossed the same doesn't happen!!  Mine is a size small. 

[kgarvey]

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@Lofty1976 wrote:
It's an absolute joke, I'm still waiting on an e mail back from Sunday. It's seems that customers mean nothing to fitbit at all.

Sent from my Huawei Mobile

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@Lofty1976I have found them good in the past when I have found issues with my surge but now that it's more than a year ago from the date of purchase and reading other people's issues I'm wondering.

Your points earlier in the discussion about other companies are totally the way a company should deal with these things. You would assume the warranty should be on the product not on the date of purchase of said product. Each and every watch they replace should have a warranty of one full year from date they send it out. 

[jhhammond]

For what it is worth, Fitbit agreed to replace my Surge even though is past warranty.  The rep (via chat) pushed it up the line to supervision and they agreed to send a new one.  We will see how long it lasts.  I did question the policy of getting 25% buying something new from Fitbit after a product problem and how that would likely have me spend my money elsewhere.  To their credit, they resolved the issue (for now).

[Jim7240]

I have exactly the same.  Strap all bubbled up.  How do I get Fitbit to replace?

[Jim7240]

I tweeted also.  My strap is useless- all bubbled up

[Jim7240]

I have tweeted. Same bubbles for me!

[Jim7240]

Any update?