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! 🙂

[PhilMM]

We already know the options. A measly 25% discount on a new $250-plus Surge that is sure to malfunction too, or switch to Garmin. Why would anyone pay at least $225 for a new Surge that is warrantied for only one year, knowing after reading all the complaints, that it too will fall apart?

You all had a great chance, at least for me, to replace a $250 Surge and make me happy. Instead, at least two of your representatives chose to offer only a 25% discount on a known faulty product.

Like so many other former customers, I am leaving and your company will suffer. Everyone reads these posts. I asked several times for a new one since the second one disintegrated just like the first one. But you all chose to just offer a discount on another faulty product. Shame on Fitbit.

[Dantana]

They sent me a new one after I returned maybe my 4th one, now refuse to send me a new one when the fifth one band came apart same place as always develops a bubble in band, I do not wear in water or no damage to any of them except the band develops bubbles in it below clock every time.

I have had this one maybe 5-6 months the last one I had to mail in and they sent me replacement now they tell me only the original warrant applies they will not repair or send new one.  

Any suggestions

[PhilMM]

Does not surprise me. I have given up on them. I just super glued by ban. It did not work. I will ride this one out another few weeks until I can get a new Garmin. Fitbit is horrible. I do not see them surviving since they have horrible customer service and they make faulty products.

Philip Meyer

[nukec1]

my surge band is falling apart also, It is crazy. Purchased in 2015,

[nukec1]

me too man, **ahem**! bought in 2015, already falling apart??

[nukec1]

yeah me too

[VF31AE3]

@Dantana Hey Dantana. Amazon sells a replacement Surge band by a company called Etoper. The cost is about $20 USD. Youtube has videos on how to replace the band. Go to Youtube search "Surge band replacement". You may want to watch the video first to see if it's something you or some one you know would be interested in doing. Good Luck!

[PhilMM]

Yes. Mine too. At least the original one. The newer one is only a year old or less. I am switching to Garmin for sure.

Philip Meyer

[BenBTizMe]

Count me in as another Surge owner with a bubbling band.  Less than 6 months of running in the coolest part of the year and treating it like it was a newborn baby. First the charger wouldn't stay put and they replaced the charger.  Then the battery life wouldn't last more than a day and a half so I shut off all the features I liked and rebooted the watch to fix it.  Funny thing is I had the same features turned on when I first got it and the battery lasted 3 or more days.  Having turned off all those features and rebooting the watch...I'm back to 3 or more days per charge.

I'm getting a replacement sent for the band issue.  If running in the coolest part of the year is stressing the Surge I can only guess what's coming when the heat and sweat really kick in during the hotter months ;-( 

[YojanaFitbit]

Hi guys, thanks for your participation! 

I completely understand the frustration some of you are feeling and I truly appreciate you took the time to share this in the Community. I assure you that we take in consideration all the input received from our users and let me tell you that our main goal is our customer satisfaction. 

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 what you share here.

If there any questions present or need help from our Customer Support to see warranty options, please let me know and I'll be glad to help. 

See you around! 

[PhilMM]

The Fitbit customers who are upset and leaving Fitbit for Garmin are not upset with you. You are merely a representative who is paid to respond to us with what your supervisors tell you to. But honestly, everything you said in your post is garbage. You all have foolishly chosen to alienate many, many loyal customers by refusing to replace a Fitbit that does not cost your company much to manufacture. The problem with the Surge is not a warranty issue, it is a manufacturing issue similar to the auto industry. When that happens, a recall is proclaimed and any defective part is replaced and repaired at no cost to the loyal customer. Instead of Fitbit following this wise course, you all have chosen to give a "wonderful 25% discount" on our next purchase. Why would we spend another $200 or more, just to have the next Fitbit fall apart and then, get another 25% discount on another flawed item. You all should have just taken the loss of several Surges and replaced them at no cost to us, the customer. Instead, we will all use the Surge until it cannot function, then we will switch to Garmin. Please, stop responding to all of us with ridiculous claims of "customer satisfaction is our main goal", and "we want everyone to be happy with our products". I, as others have, predict dropping sales, dropping stock value, and eventually, going out of business for Fitbit, just due to actions and policies like the one you all have chosen to follow that cheats your customers.

[CJC01]

Well said and about the millionth Fitbit customer to identify the Surge manufacturing issue.  Having read Yojana's (moderator's) response to both similar past concerns including mine, I am thinking that she may be a robot, since every month or so, she pushes this Fitbit we care propaganda campaign out to everyone and Fitbit continues to ignore thousands of customer concerns, doing nothing to address the issue.  This entire community is a waste of time and no one at Fitbit cares, including Yojana.  In the end I purchased an apple watch and could not be happier with the quality and functionality of the product, much better than the surge.  You can even buy replacement bands for it if necessary, what a novel idea. Signing off on Fitbit forever......

[Jfo16]

Your warranty is pretty worthless. Address the fact that your pinnacle product is inferior product With major design and quality problems


Sent from my iPhone Janet

[Bythejerseybrdr]

They replaced my Fitbit, but asked me to recycle my old watch. No pictures
needed. I crazy glued my old Fitbit's bubbles down. I may consider getting
an after market replacement band if my new one starts to break too.
Sharon

[Jfo16]

They never did that before. Not smart. They have a major quality and now appears customer service
Seems to me this problem with the Surge is not fixable or any good company would have corrected it


Sent from my iPhone Janet

[switchingNike]

I have got through 3 surges in the span of a year every 3 to 4 months there is a bubble in the band  fitbit has no idea what they are doing and how to fix it just send a new one and send a new one don't worry about figuring out how to help make it better.   I have had two different types of fitbits and both types and all 4 I have owned have bubbled in the band.   It sucks im done with this company.  Moving on to Apple Nike watch I am a Spartan runner and marathon runner and this watch sucks for me I neeed something that will last and fitbit is a dead brand anyway.   Good luck if you own one you will need it.  

[Wiz_GK]

Sounds like there customer service is following the quality of the band. Instead of fixing there band and helping loyal customer they treating them like they trying to be dishonest. Fitbit stop. Iof you can't fix the
problem then refund money spent and discontinue the watch until you fix. This latest is away to make sure customers are not using or selling the
defective product, preventing a potential new sale. I am not to sure about
my future relationship with Fit bit. My latest replacement is still
holding up.

Moderator edit: Format

[Wiz_GK]

I agree

[Alexam35]

I got my Surge as a Christmas 2016 present from my family and the band has just started to delaminate.  Reported to Fitbit by email, then found this thread.  Disappointing that it seems such a widespread problem.  Curiously on my Fitbit site, it is saying a 2 years warrantly.  Anyway, out with the electrical tape and hoping for a favourable response from Fitbit.

[Alexam35]

I'm pleased to report that I contacted Fitbit about this on Sunday afternoon, got an email reply on Monday thanking for the photograph, and asking for details of where purchased and my country, provided these and almost immediately was advised that I had an option of 50% off an alternative device or a replacement.  As the Surge is the top of the range, i elected for a replacement and hopefully will have this within 5 working days.  Fair play to Fitbit, especially considering the time difference with UK.  A family member has had a Surge for much longer with no strap problems at all.