Surge band broke

[Lipscombe]

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

[AndreaFitbit]

Hey hey hey, thank you for visiting the Forums !

@CataCh You can check out the new Fitbit Blaze and the Fitbit Alta, take a look at this article in order to compare the trackers and find the one that better fits your lifestyle. 

@RjSpokane The support team asks for a handwritten note in order to expedite things because if you send us back your tracker we will have to wait the time frame to receive the tracker on the warehouse plus the time it takes to repair the tracker and send it back. It would take too long for you to get back on track. 

@samseed101 @SunsetRunner Trackers are extensively tested before going to the market and are made of the best materials although due to usage handling these type of inconveniences can happen. 

 @Lipscombe These are different type of technologies you should check the new Fitbit Blaze that counts with the Fitstar integrations that depend on the activities that you perform you might find it helpful, full color screen, exchangeable bands, music control, different clock faces, heart rate monitor as many other features and enhancement take a look at this review. 

@6foot9_41 @AikiPen I can understand your frustration because I think Warranty policies can narrow many possibilities sometimes. However I also believe that the devices functionality relies on handling as of many other factors. Parting from that principle I understand as well why warranty policies are needed. Our customer support team strive to keep every single Fitbit customer on track and as part of that position They will motivate the search for alternatives to reinforce a healthy lifestyle. Is at this moment when such gestures of good will like discounts come in to play.

Hope this helps! Keep me posted :). 

[Werable]

Hi,
My Surge have also started to fall apart. I used some super glue under the wrist band where it had started to loosen, now it's as good as new. Terrible quality doe...

[6foot9_41]

I have used Gorrila glue 3 times.  Lasts a while then breaks again.  On to something new...

[SunsetRunner]

Lol
What a great answer

[bearcats1]

I will add that my Surge band has tore apart at the screws after 18 months. Very disappointed in the quality if the material in the band. I have a Fitbit Flex with the orginal band that is about 3 years old and no problems with it.

[AndreaFitbit]

@Werable and @6foot9_41, please Contact Support in order to receive help with your Surge devices. 

@bearcats1, thank you for your material's feedback. Since your Surge is no longer under Warranty, you can also contact support to see how they can help you with this. 

Catch you later. 

[6foot9_41]

I already contacted customer support and they said that the warranty was
for original purchase and not when I received a replacement. I have moved
on to something that will hopefully last more than 8 months!

[Rich_Laue]

Like the warranty of the device you moved onto, it ends with the origanal purchase, a replacement foes not extend the time

[AndreaFitbit]

@6foot9_41, as @Rich_Laue mentioned, the warranty of the device ends with the original purchase and a replacement doesn't extend this time. You can check the Returns and Warranty.

Thanks for stopping by!

[warna56]

OK, so on the 5th July Fitbit agreed to replace my surge, and I received the replacement on the 7th July, two days. The replacement was fine but for the fact it wouldn't sync to my time zone, Australian Eastern (AEST). On the 9th July Fitbit advised they were checking the tracker information and that it was now on AEST (it was already on AEST). Also on the 9th July Fitbit requested all my details, again. They already had the details to send me the original replacement. I complied and sent my details again. On the 10th July Fitbit advised they were processing a replacement for the original replacement and to allow 7-10 business days. Today, 27th July, is 13 business days. On the 25th July I requested a status update on my new replacement from Fitbit and am yet to receive a reply. No surprises there. What started as a pretty positive experience with Fitbit has ended up a total disappointment.

For me, it's time to move on to Garmin range of trackers. 

[SunsetRunner]

Same here with my case
Really positive to start with
Haven't heard with them since 21st July
I've made the move to a vivoactive hr and it knocks the spots off anything fitbit currently have on offer

[AndreaFitbit]

I'm sorry to hear about your CS experience @warna56 and @SunsetRunner. I got in touch with Customer Support and they told me that your cases already have a resolution.

If you have more questions, please let me know.

[NatalieCole]

Hello,

I wasn't able to find a phone number or person to contact about trying to replace my FitBit. I have had it since April, and I love it, but the band it bubbling up and I can't seem to find a human to contact regarding the way to initiate the warranty. I thought this forum would be the best place to start. Many thanks!

Moderator edit: removed personal information.

[SunsetRunner]

use cyanolit-gel

[NavyTravis]

The Surge band is terrible.

I bought my original Surge less than a year ago.  The band started cracking at the 3 month mark and finally broke in half a few months later.  I contacted customer service and was pleased to hear that they would replace it.  At this point I assumed I had purchased a lemon and did not hold it against them.

Four months after receiving my replacement Surge, it began peeling.  I optimistically contacted customer service to rectify the issue and was told that my limited warranty has expired.  They then offered me a discount to purchase another device.  WHY would I spend another couple hundred dollars on a poorly made device?

I replied back my concern about the product quality and this was their reply:

While we did not anticipate this to happen with your tracker in less than a year, we're receiving feedback from most of our customers that they are using their trackers for a couple of years now. Your feedback is very much appreciated as we strive to improve our products and services.

Apparently everyone else on this stream must be wrong about their Fitbit Surge as well.  A good company would acknowledge a flaw and make it right!

[Hindo]

Fourth FitBit product I've owned. Never again. No recourse and canned replies from mods. Glad some of yours are holding up but mine didn't. On the plus side, I could buy a watch fob and wear the Surge like a pocket watch and start billing myself as a Gentleman Fitness Enthusiast.

[Odyssey13]

Welcome to the forums @NatalieCole

If you're within the one year warranty and it was purchased from an authorized retailer, contact customer support at this link - click

There is a phone number for the USA, an online chat option and web based email for those out of the area.

Keep us informed.

[Hindo]

Out of warrenty so it's all a no go for me. Followed all the advice, no repair, no replacement, just 25% off on a new defective product. Not worth it for me, others maybe, but not me. Nope, nada, signing off. Hindo out!

[RjSpokane]

I even offered to send mine back so they could fix it but they did not want to do that either so in drawer sits 3 Surges 

[Machinetool]

The surge was introduced in october 2014.  There cannot be users with years of of use for this product.

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@EdsonFitbit wrote:

 I would like to mention many Fitbit users have had their Fitbit trackers for several years without experiencing any problem.