09-26-2016 06:45
09-26-2016 06:45
Answered! Go to the Best Answer.
10-18-2016 20:53
10-18-2016 20:53
10-19-2016 04:08
10-19-2016 04:08
K5Blke contact Customer Support and they will send you a replacement Surge (not just the band). And the good news is that you get to keep both products.
10-19-2016 04:12
10-19-2016 04:12
I purchased my original Surge from Amazon. Luckily I also purchased the 2 year warranty plan. If I have any other issues with my Surge I'm going to return it to Amazon for a full refund (which I can do if it's less than 2 years.
11-11-2016 09:27 - last edited on 11-15-2016 07:25 by YojanaFitbit
11-11-2016 09:27 - last edited on 11-15-2016 07:25 by YojanaFitbit
Well, I received my first Fitbit Surge for Christmas 2015. After several months, the band cracked near the attachement to the face. At that time I received a replacement Fitbit Surge. That one lasted several more months before the band started delaminating near the face, as well as develope an air bubble below the face (on right side) just like described in another discussion. I am about to receive yet another replacement Surge.
My concern is this will be my 3rd Fitbit Surge in less than a year! I am fairly confident I will experience similar problems with the 3rd Fitbit Surge. I am also confident the fitbit will be out of warranty before this band fails. I will not spend 5 cents to replace an inferior product. They refuse to admit their are inherent quality problems with their products. A search reveals that these are not uncommon problems.
Yes-I agree customer service is great, but only because they have the oppurtunities because of all the failure problems. Fitbit is at least smart enough not to argue with their disapointing performance issues. Very unlikey to spend another nickel on any Fitbit product in the future. Many options exist other than Fitbit, and I for one will excersize my options!
Moderator edit: Format
11-11-2016 09:58
11-11-2016 09:58
11-11-2016 12:01
11-11-2016 12:01
My band came apart after 6 months. The same thing happened with my Charge HR. Having had this experience before, I was hoping the Surge would be better. I was careful to not stress the area between the tracker and the band when cleaning or charging my new Surge. But, the same thing happened.
I called Fitbit CS to make a warranty claim and they were happy to replace it free of charge. But this is a fundamental design flaw that isn't going to change until they re-design the band. I will only get 6 more months of warranty on the replacement Surge, not the full one-year. Bogus.
It will be my last Fitbit...
11-15-2016 07:45 - edited 12-28-2016 10:46
11-15-2016 07:45 - edited 12-28-2016 10:46
Welcome to the Forums and thank you for participating in this tread! We apprecitate the feedback, this has not gone unnoticed and be sure that I will pass this along.
We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.
To the members who received a replacement or the discount option as per our Warranty Policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be glad to help you with this. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through. While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.
In case that you haven't reached for help, I recommend to contact our Customer Support team via email here or you can call or chat (877) 623-4997 between the hours of 4am-8pm PST Mon-Fri and 6am-5pm PST on weekends. I am sure they will be more than glad to further assist you.
If you have already contacted our Customer Support team and you're awaiting for a response, you can refresh your case by contacting them again; please do keep me posted on the outcome.
If there any questions present, please let me know and I'll be around!
Want to get more active? ᕙ(˘◡˘)ᕗ Visit Get Moving in the Health & Wellness Forums.
Comparte tus sugerencias e ideas para nuevos dispositivos Fitbit ✍ Sugerencias para Fitbit.
11-15-2016 09:42 - edited 11-15-2016 13:18
11-15-2016 09:42 - edited 11-15-2016 13:18
So just keep marketing a flawed product? How do you think people are
to accept a 30% discount for a proven flawed product?
I'm on my 3rd Fitbit within the first year, do you truly really expect me to
spend another dime on a product which has proven itself to be flawed?
Moderator edit: word choice
11-15-2016 11:17
11-15-2016 11:17
11-18-2016 20:24
11-18-2016 20:24
11-30-2016 21:41
11-30-2016 21:41
To update my original post from October 17, 2016. EXTREMELY DISAPPOINTED in FITBIT's lack of response. Not that this really suprised me after reading all the horror stories about the design flaw. So I am now using rubber bands to secure the fitbit to my wrist. So far so good, after lots of trial & error (actually weeks) to find what would work. I get questioned quite often as to why I have that rubber band over my watch. I am only to happy to explain that it is a fitbit costing $250 with a major design flaw that fitbit has failed to address. Maybe this rubber band solution will be of help to another community member. Maybe fitbit designers can finally figure it out, because I did.
01-15-2017 10:37
01-15-2017 10:37
How do I obtain a band for my surge that is a year and a half old and what is the cost?
01-15-2017 12:30
01-15-2017 17:27
01-15-2017 17:27
01-16-2017 06:28
01-16-2017 06:28
01-30-2017 14:16
01-30-2017 14:16
This has happened to my band. I can't find my receipt, it's under a year old. Will they replace without one?
01-30-2017 14:19
01-30-2017 14:19
01-30-2017 15:12
01-31-2017 06:24
01-31-2017 06:24
01-31-2017 09:51
01-31-2017 09:51