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Surge band broke

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‎07-02-2016 06:29 - last edited on ‎07-07-2016 11:11 by Fitbit Moderator

‎07-02-2016 06:29 - last edited on ‎07-07-2016 11:11 by Fitbit Moderator

This is just a FYI for anybody considering purchasing a Surge ...

 

The Surge worked well enough, the HR monitor kind of flaky while exercising, but overall, I have been satisified.

 

I purchases my Surge just over a year ago.  Within the first year, the band went and FitBit sent me another watch.  Now, the band is gone again, and since I am recently out of warranty, the only solution is for me to purchase another FitBit.  They did offer a little discount.

 

My concern is, I paid over $300 for a watch that lasts just over a year and then need to buy another one. 

 

I am posting this should anybody be considering purchasing a Surge, be advised that your product will only be good for a year and a bit.  Then you will have to purchase another one.

 

As for me, I am off to look at the Apple Watches and Garmins.

 

Moderator Edit: Clarified subject

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45 REPLIES 45

‎09-08-2016 12:34

In response to Machinetool

‎09-08-2016 12:34

My band deteriorated over several months, finally breaking a few weeks ago.  I was taken care of by customer service.

 

That being said.  I think the issue is not so much the quality of the product materials but the design.  If you had made the band replaceable, this thread probably would not exist.  I would have just purchased a band.  Instead of a warranty issue, you would have had a profit center.

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0 Votes

‎09-08-2016 20:07

‎09-08-2016 20:07

I'm now on what will be my FOURTH replacement in less than a year. There is either a manufacturing issue, a design issue, or both. I asked to have my warranty extended in light of this and was rejected. I then flat out asked to be replaced with the less expensive, but newer, device that has a swappable band. I was denied. I was told I could have a 25% discount toward a new device. 

 

So... I have a $250+ device that has to be replaced every quarter but they're willing to let me spend another $150 for a new device for the one that continues to be faulty?! Every time they state, "we're continuously working on improving all of our products and services, in line with our goal of providing you with a consistently reliable product and an exemplary level of customer service."  

Search the forums here and you'll see tons of posts by people having the same issues. Clearly, "continuously working on improving all of our products" is nothing but a talking point. "...in line with our goal of providing you with a consistently reliable product" is laughable and "exemplary level of customer service"... really? 

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0 Votes

‎09-09-2016 00:46

‎09-09-2016 00:46

My feeling is that the glue is not as water resistant as it should be.. I know many that have Charges, hrs, and Surges for 12 - 18 months with there bands still going strong, while others seem to destroy a band in 4-5 momths.
Best Answer

‎09-09-2016 09:18

In response to Rich_Laue

‎09-09-2016 09:18

Mine's not been in water. 

 

Broken Surge Band

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‎09-23-2016 07:45 - edited ‎09-23-2016 07:46

In response to Paul_S

‎09-23-2016 07:45 - edited ‎09-23-2016 07:46

Welcome to the Fitbit Family @NatalieCole, @NavyTravis and @Paul_S! Robot LOL 

 

@NatalieCole, Fitbit's phone number is (877) 623-4997 in the United States, if you need the number from another country, please let me know and I'll search it for you. @Odyssey13's link could work too! 

 

@SunsetRunner, thank you for your amazing advise!

 

@NavyTravis, thank you for your feedback regarding product quality and Fitbit's Warranty. Sometimes it takes time to make changes like this.

 

@Hindo, your pocket watch idea is good as an alternative. If you decide to go on with it, let us know how it goes.

 

@RjSpokane,  it could be helpful to send your device for evaluation but at this time Fitbit team investigates with the existing devices and works to improve them. Thank you!

 

@Machinetool,  I have my Surge since Christmas of 2014 and haven't had issues with the band, but my work outs aren't that hard. Maybe is because of that... Thank you for your replaceable band feedback!

 

 @Paul_S, thank you for your feedback and I'm sorry to hear about your replacement.

 

See you soon! Woman Very Happy

Andrea | Community Moderator, Fitbitp>

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Best Answer

‎03-02-2017 07:33

In response to 6foot9_41

‎03-02-2017 07:33

I had the same issue-the clasp that holds the face/button on has broke on two different FitBit Charge HRs. FitBit replaced the 1st time but only wants to give a 25% discount this time. Both Charge HRs broke in the same spot before I had even had them 1 year. Poor customer support, I will not support FitBit products with this poor support of defective products.

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