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. 

[Diane1904]

You will get replacement after replacement but the problem will probably reoccur sadly

[tuan66]

Its amazing that this thread has grown so quickly within the last week but yet we haven't heard anything from fitbit about the issue.  It is a little concerning that so many people are having the same problem yet they will not address it.  

[Mardai24]

ABSOLUTELY couldn't agree more.  Its really is an indication of lack of interest.  Deafening silence.  And we are only a tiny drop in the ocean of people who must be feeling the frustration.  
Was looking at a Garmin earlier on, and will keep plugging away with the Surge until we are out of warranty.  However, the question remains, once a new watch arrives does that not kick off a new warranty on that product i.e. the physical watch and strap.  Only the software remains the same, right?  The account belonging to each holder is that owners.

That is true.  And when we are out of warranty we will switch to another company.  Looking a Garmin currently, getting ready to make the switch. 
Mary

Moderator edit: merged reply

[smnoble]

The warranty does not reset.....luckily we get a 2 year warranty in the EU, I believe the US is only a year. Fitbit could simply acknowledge the problem, take the Surge off the market and then offer to replace with a different device as part of the warranty claim.

If you Google the Surge you can see loads of these problems but never any official statement taking ownership

[TyWann]

I too was out of warranty and asked to speak to someone who could helo me.  He gave me the same 25% off new purchase offer but i told him that was unacceptable because my watch cost over $200 and it's my 3rd replacement due to the same problem.  I was able to get a new replacement but was assured that I wouldn't be able to get another one.  I asked for a least expensive watch with a replaceable band but was not successful.  I got my "new" watch not the "replacement " watch I got 2 times before within 4 days. 

[dibby]

How long are people waiting for their replacements?

Mine has been on back order since 12th January and I keep being fobbed off with made-up timescales for when they will be back in stock.

Not only is this a sub-standard product (the strap keeps breaking multiple times for multiple people), there is sub-standard customer service to go with it (lack of stock, lack of realistic information).

[bicycle4seven]

The Orange Surge Fitbit has already been shipped to me. Size Large.

Sent from my iPhone

[dibby]

That's what they offered me, an orange one, but if I wanted an orange one I'd have bought an orange one in the first place.

Does anyone have recent experience of getting a black/ large Surge replaced? I think they have supply issues, maybe stopped production altogether. maybe I'm stuffed and they'll eventually offer a 25% voucher to tempt me to throw more good money at bad products.

[smnoble]

Same issue and replaced with a blaze.....just received yesterday and the band is a little to the Surge,can be replaced if broken also but definitely not the same construction

[jackread]

My husband and I are encountering the same problems described.  I have the Charge HR and he has the Surge.  The bands are breaking off after 1 year.  One would think with the price tag attached to the Fitbit, that the normal wear and tear would not result in the watch breaking down in one year. I will forgo the 25% off a new one.....

[acathrow]

I'm on my third surge with the same problem - appears to be a common issue - certainly a design flaw.

[tahoejim]

I just order my fourth replacement. It seems to be a design problem. If this does not do the trick I will go somewhere else.

[cwr117]

Interesting that there have been zero mods or anyone from Fitbit chiming in on this thread.

FYI, just received surge number 3, after this one I am done, this is ridiculous.

[LeiaR]

Same thing here. I am really hoping they will give me something different and what I want is cheaper. Seems like a win win! Sad that so many of us are dealing with the same situation.

[CLB904]

That's a very valid point. It could be the reason why they keep replacing damaged straps but it doesn't seem to apply once the original is out of warranty.

Received mine too after 3 days requesting but will be out of warranty of the original watch in 2 months 

Moderator edit: merged reply

[fedupJ]

Fitbit support have dealt with my complaint quickly and have advised me that a replacement Surge is on its way to me. However reading the posts here, I am concerned that Fitbit have not fixed the manufacturing/quality problem with the Surge strap. If it happens again, I will take advice from UK Trading Standards on the grounds that the product is not fit for purpose.

[Diane1904]

I have just emailed Which.co.uk to ask them if they have reviewed this item, I'm hoping that if they haven't they will.  I can't think of any other consumer groups to contact at the moment...

[Lofty1976]

I'm actually considering the small claims court at the moment its got so bad with fitbit.

I'll speak to citizens adviice tomorrow if ive  not heard nothing more from fitbit by then and see what options I have. At the end of the day and fitbit have told everyone about their policies it's all irrelevant.  They have twice supplied products that arn't and neverwere fit for purpose . Fitbit  have had  the option on several occasions  now to put this right and point blank refused to, that I can't understand, I even requested it to be changed for a cheaper model (blaze) where's the sense in that ?. It's not about the money now it's the principal of the matter, I don't like being ripped off. I may not be a multi national company with thousands of staff and millions of pounds but I'm right and any ombudsman or tribunal  only needs to read this board to see its not just me is it.

Moderator edit: merged reply

[Diane1904]

It's not about the accuracy of the heart rate monitors, it's about the quality of the product and the after sales service care isn't it?  I can accept that the information these watches provide is only a guide but for the straps to be faulty is totally a different matter.

[smnoble]

They have just replaced my Surge with a Blaze.....therefore they can't cite strict policies as a reason not to. Keep pushing mate