Surge band Ripped at the buckle clasp + display issues

[Hat_Servant]

I puchased the Fitbit Surge about 4 months back (graduated from Fitbit Charge HR). It gave me four months of trouble free operation. However, in the last month, I noticed that the polymer band started tearing from the buckle clasp. I kept an eye on it but continue to use it as it did not affected step counting or sleep tracking. However, a couple of days ago the buckle clasp teared completely and I cannot clasp on my wrist properly.

Another thing, I noticed that the display of the surge has become erratic. Sometimes the display turns blank or changes into reverse display when the time changes. I tried resetting (tried resetting while charging) but does no seem to work.

[SunsetRunner]

Hi @Hat_Servant

Feel free to contact the Fitbit Support Team (Click / Tap here to contact)

Optionally check out Returns & Warranty before contacting support.

Mention what you've already tried to speed things up.

[Hat_Servant]

I did email the support and waiting for them to respond. However, the unit should have a shelf life of more than four months.

[HeydyF]

@Hat_Servant How are you today? I'm very sorry to hear about the issue you had with your Surge band.

I really appreciate your feedback in regards to improve our Fitbit bands. I'm truly sorry to hear about your Surge band issues as Fitbit products are durable and long lasting and should not have become defective at an early stage and this applies for all of our Fitbit trackers including the new Alta and Blaze.

Our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase.

We strive for excellent customer service and in the past often replaced trackers that were not covered under warranty. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently.

If you have additional questions, please let me know!