Surge band coming apart

[graceneb2344]

I purchased my Surge in December of 2015. I haven't had it for a whole year yet and the top part of my watch has come undone and now there is a medium sized air bubble on the lower front right side of the watch. I love my surge and have zero complaints about the watch itself only wish the band wasn't falling apart. Any advice on what can be done to fix the issue?

Thank you! 🙂

[motorcycleprof]

Fitbit knows the band on the Surge is a MAJOR issue. They sent me a replacement for the one I wore through within 6 months, but did the replacement have a better band or a fix. NO! So, guess what happened? I wore through the replacement's band as well. In contacting customer support they would not send another replacement as the ORIGINAL watch had been purchased more than a year prior. Representative Kevin D. offered me the standard 25% discount on a new one. So, I could apply that discount on another Surge, knowing the band won't survive 6 months. Instead of sending a replacement, they should have offered to replace with another model (with more reliable band) or the company should have designed a fix to the Surge. The way this matter has been handled leaves me disappointed with a company that prides itself on watches and trackers for active people. If the product can't survive a year of use (in the case of both the ORIGINAL and REPLACEMENT watch) than Fitbit should pull the product from their line. Based on this experience I'm considering other options in the same market.

[Elsinore]

I've switched to HTC UA Band with good results. There aren't as many
compatible fitness apps that pulls data from UA, but their app itself is
amazing.

[Pastelartist]

Fitbit replaced my watch with a new one so I have no complaints there. The unit is the same, and will probably deteriorate like the first one. Fortunately they have new models with interchangeable bands so that is a good fix for the problems and the Surge has been replaced by a newer line.

[TonyInniss]

Same exact thing happened to me how ever.. i had a fitbit with battery issue and they sent me a replacemnt and the replacement bubbe up and started to get lose and FITbit told me i was out of luck.

[sinc0961]

What happens though when you reach the one year warranty? It was nice that they replaced the faulty bands of the Surge by giving a whole new one, but now that I'm past warranty, I should just pay $250 for a new one? I've given Fitbits as gifts and have been a user of their product for over two years, but I'm very disapointed in the quality of the Surge and that I'm not out of luck since every single one of the three I"ve been given keeps having the band break.

[Pastelartist]

I notice that the bands are attached with Allen Screws. It may be possible to go online and buy a band for the Surge on Amazon and replace it that way. I haven’t tried it and would be interested if anyone else has done that.

[Pastelartist]

From what I understand I will be too once this one goes, but I will accept the one they gave me with thanks since they were good enough to replace it.

[Bythejerseybrdr]

Fitbit let's you keep your broken one. I used Super glue on mine. But I
haven't worn it yet. I don't know about the screws.

[axgold]

I found this to be the case as well.  Even though I am out of warranty, they claim that there is no replacement band available.  One can be found here: https://www.aliexpress.com/store/product/Silicone-Replacement-Watch-Wrist-Strap-Band-For-Fitbit-Surg...

Youtube has videos to show how to replace the bands.  Not sure why a multinational can't do this or admit that they have a problem and there is a solution.  25% off a product does not solve the problem they have with this poor design issue.

[TonyInniss]

Thank you this help me greatly..and I agree with 1000% seems like a waste
of money for them unless it cost nothing for them in production. But the
over all quality is subpar for it to be an ACTIVE device.

[TonyInniss]

I would live to know what's thor production cost.. it's seems it would be
better to built with better quality than have to keep replacing them over
and over.

[Bythejerseybrdr]

Thank you for the link.
Sharon

[axgold]

By comparison, I have owned a Garmin 3o5 for several years....not one issue with the band under heavier usage than the fitbit!  I know with whom I will spend my money in the future!

[Wiz_GK]

I feel the same way when we go past the original year what will fitbit do
for us

[sinc0961]

Thanks for this info! I was thinking about checking them out, and I'm glad to know someone else had better luck with Garmin.


Chris S

Moderator edit: Removed personal information.

[TonyInniss]

>From my experience, the only offer a discount on a NEW purchased one and a ton of Apologies. 

[Wiz_GK]

This is so wrong the band is a known problem my replacement is already
started to bubble and this is the second replacement

[revfred]

My surge band is coming apart as well. Because I use multiple trackers I didn't realize it until after my warranty had expired. Fortunately, Fitbit is a replaceable company and is sending me a replacement Surge anyway!!!

S/O to Fitbit for doing the right thing,
My replacement is on it's way.
Lifetime customer,
Fred B

Moderator edit: Removed personal information.

[sinc0961]

You're very lucky. They will not replace mine. I will not be continuing with Fitbit until their products are made of better quality. Definitely not worth the $250 I paid for. 3 in one year for an activity tracker that I take good care of is a bit ridiculous. But congrats to you that they did the right thing for you! I just wish they did that for others.

Chris S

Moderator edit: Removed personal information.

[Pastelartist]

Sorry to hear they left you out in the cold. There newer watches are made differently with replaceable bands in the color of your choice. But I agree with you at 250 each they certainly should last longer.

Paul

Sent from my iPhone