Surge Watch Band Bubbling started bubbling after 5 months

[madams200]

I've had my surge watch since February.  The watch band started bubbling after 5 months, my 3 bubbles have now merged into one large bubble.  This is a very common problem and the fitbit people say that they won't fix it.  Why first of all would they design a watch band that you can't change?  Second, the bubbling is quite a common theme -- why wouldn't you support your product when you know it is faulty?  Any recommendations on how one might get help from the fitbit customer support?

I don't think that the fitbit watch bands are their forte -- just bought a fitbit charge 2 for my son and that watch band lasted only 2 days.    

Moderator Edit: Clarified subject

[PureEvil]

Hello @madams200,

Welcome to the community!

Assuming that you got your Fitbit from an authorized retailer, it should still be covered under warranty.  The Fitbit warranty (in the US) is one year from date of purchase.  You should contact Fitbit support before passing judgment on them.  The vast majority of the folks who are venting are past the warranty.

For whatever it's worth, subsequent models (after the Surge) have been designed with replaceable bands.  This includes the Blaze, Alta, and Charge 2.

I personally have the Charge 2, and while I do like the option of replacing the band if it breaks or becomes too worn, I'm not sure that anything I'd consider normal wear-and-tear for two days would cause it to break.  Assuming that you bought it from an authorized retailer, and your son didn't abuse it, it too should be covered under warranty.

I hope this helps.

[madams200]

Unfortunately, I bought it via a groupon which is not an authorized dealer.  That is still no excuse for not standing behind your product.  A watch band that is known to bubble after 4 months.  Not acceptable.  No standing behind your product here 😞

Can't even replace the watch band.  Not a very nice looking watch with the watch band bubbling.  Not a great way to build brand loyality.

[PureEvil]

Hello @madams200,

While I am saddened by your situation, I took a quick look at groupon and the Fitbits listed.

The first few listed were pretty explicitly refurbished and even when they weren't, if you were to search through their FAQ for warranty, you'll get this:

"All Groupon Goods items can be returned within 14 days, unless specified otherwise in the deal's Fine Print. For more information, check out this topic:  Returning a Groupon Good

If an item sold on Groupon Goods is covered under a manufacturer's warranty, we'll always state this on the deal page and include warranty information with your shipment. Some items are eligible for an optional product protection plan which can be added at the time of purchase for an additional cost. California and Florida residents are not eligible to purchase these protection plans.

Otherwise, items are sold as-is. Please contact the merchant directly with any questions regarding your warranty."

The emphasis is mine.  While I have seen refurbished Fitbits sold in a number of places, they're normally listed explicitly with a 60 day warranty or the like.

With that said, I hope you didn't get your son's Charge 2 from groupon as well.

[RobertoME]

Hello @madams200, I'm sorry to hear your Surge is presenting damage on the wristband and I feel bad for this as @PureEvil mentioned before.

We always stand behind our products and we strive to deliver the best support assistance, however if your tracker was purchased from an unauthorized retailer, we cannot guarantee the conditions the products are sold.

The Fitbit Warranty is valid only in the jurisdictions where the Products are sold by Fitbit itself or through its authorized reseller or agent, and is valid to the extent permitted by the applicable laws of such jurisdictions. For more information please take a look at the following link: Limited Product Warranty.

If you have additional questions, let me know.

[karlns51]

I purchased my Fitbit September of 2015 and today the underside of the watch band separated from the main connection on my Surge. Purchased on Amazon. Would it still be under any warranty?

[RobertoME]

Hi there @karlns51, welcome aboard to our Community. I'm sorry to hear you are having issues with the wristband.

I wouldn't dare to say you are out of warranty, but not sure what can determine our support guys. Please contact our Support Team as soon as you can, so they can review your device history with you and recommend what are the options available.

Let me know if you have more questions, I'll be around.

[madams200]

This was not a refurbished watch.  It still doesn't make sense that you don't cover a brand new watch which started bubbling after 5 months.  There have been so many complaints about the surge watch band bubbling.  I will not be buying another fitbit for anyone in my family with this kind of customer service.

[PureEvil]

@madams200,

That's not necessarily fair...

There are elements that qualify what 'brand new' means and different folks have different standards.  If you search in ebay, there's even a category for "New other (see details)" and the description for some of these is "Like NEW in box everything is perfect un-used".

By having authorized resellers, Fitbit (and any other company) can establish standards by which their products are handled...

For instance, Samsung recently recalled the Galaxy Note 7, if you're an authorized dealer, you are accountable for accepting returns and not selling you a product that may be hazardous to you.  If you're not an authorized retailer, then a "buck is a buck".  They'll sell it to you even if it blows up in your pocket.

I'm old enough so that I remember vinyl records.  Have you ever seen what happens to a record when left in the sun or a hot car?  ...even if it's still 'brand new' and completely sealed?  How a product is handled and transported matters.  Do you think the manufacturer should still be accountable if it doesn't play correctly?

For instance, the operating temperature for the Surge is -4° to 113° F (listed under the specs).  It may be that Fitbit stipulates that all their inventory should always be transported and stored in temperature controlled environment.  If you are not an authorized retailer you may cut some corners...  Transporting goods cross country in a truck that reaches 150° F across the Arizona desert will be fine for an unauthorized retailer.  It's still 'brand new' and 'factory sealed'.  Caveat Emptor.  It may be precisely something like this that could cause what you're describing.

I understand that you're frustrated, but Groupon explicitly says "items are sold as-is", presumably because it was lower cost than elsewhere.

Don't get me wrong, I've purchased a backup Fitbit (with a 60 day warranty) from Woot, but I've also made my peace that if it fails after 60 days, I'm out of luck.  Apparently for Groupon, the timeframe is even shorter.

[VladmeisterNY]

I also encountered the bubbling syndrome with my Surge. Mine was bought in March and when I called the Fitbit customer service, they sent me email, offering either to replace mine completely or purchase other Fitbit product at 30% off. Not bad. Hope to never encounter similar issue again.