Surge band coming apart

[sinc0961]

Anyone else having severe issues with the band coming apart on their surge? I've gone through 3 in 14 months already. I only wear it if I'm walking or running. I have stopped using it when I work out or play sports because I want it to last, but I'm still not having any luck. Anyone have tips? I'm debating on buying another one because I'm out of warranty. I love the app, but the product has been disapointing so far. I'm hoping there's a good trick to get it to last! 

Moderator edit: Format.

[YojanaFitbit]

A warm welcome to the Fitbit Community @sinc0961! I appreciate the time that you took in sharing your thoughts about your Fitbit experience, sorry about the inconvenience with the band. I think that there is not a trick that you can use. You can take a look of the wear and care tips, and call right away, when you notice something wrong with the band.

You can contact our Support Team, to see your options based in your Fitbit warranty. You can reach them via email, or if you prefer you can chat or calling them at:

• US/Canada: (877) 623-4997 from 4am to 9pm (PT).
• UK: 0208 865 3243 from 9am to 6pm.
• India: 000 800 100 4540 from 10am to 9pm (IST).

I'll be around! 

[sinc0961]

Yes, I have have read the wear and care tips. I'm even more careful than they have suggested. I've also contacted support, and the only thing they offered was 25% off the next one. With as much business as I have done with FitBit, and the amount of issues I've had with the Surge in the last year, I don't feel that 25% is justified as a solution. All of the replacement issues had the exact same issue as the first Surge that I purchased. There clearly should be some sort of recall or better solution since so many people are having the exact same issue. I also don't feel comfortable with buying another Fitbit unless it is one that has replacement bands. But with the poor quality I've already experienced, I don't think it's worth it to even try out a different product.


Chris S

Moderator edit: Removed personal information.

[YojanaFitbit]

Hope you're doing great @sinc0961! Sorry about what happened with your Surge. I'll pass along the feedback in regards on how you feel about Fitbit products.

About the information that you received, if your Surge is out of warranty as they said a replacement is not applicable. I think that using a discount to get back on track with the same or a different tracker, it'd be the best option for a person that is considering staying in the Fitbit family.If it is not your case, sorry you feel this is enough but this is an option that Fitbit gives as something extra, since most of companies don't have options after the warranty ends. I understand you've invested in the Fitbit Family; however, Fitbit 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.   

I know that you might be questioning about the quality of Fitbit but, I assure you that we test our Fitbit before releasing them to the market and we expect the highest quality in our products and services.  As mentioned, the warranty is 1 year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is 2 years from the date of purchase, so even I would like to tell you something different; we have to stick to the warranty information. Hope you change you mind and if you have any other inquiry, feel free to keep posting in this thread. 

See you around! 

[gdobbin]

Yojana,

I got this same line in a chat discussion about my Surge band(2nd Surge band) that is also falling apart: "the demands of running a global business require that we enforce our warranty consistently." I am guessing this is the line that you guys sat around in a conference room and decided somehow that it was an adequate response. It is not.

Enforcing the warranty is fine and should absolutely be done, whether you have a global company or not, the issue here is that you put out a flawed product and refuse to stand behind it. I am guessing you have replaced more Surge units for the band issue than any other complaint; yet you don't provide a solution, such as replacing the band(do-it-yourself or through a 3rd party-you could even charge for that outside of the warranty). No, your solution(25% off) makes the $250 we invested the equivalent of a "disposable" fitness tracker. I could spend $25 not $250 on a disposable! When someone invests in your most expensive offering(at the time), there are expectations beyond getting merely a year or less use out of it before having to purchase a new one! Maybe the salaries at Fitbit make paying $250/yr. for a tracker an easy task, but for some of us we hope that it will last for some time before we have to reinvest.

I know this is irrelevant, but I do not plan to purchase anymore products from Fitbit because of this experience. It is a shame because I purchased a scale that would sync with it, downloaded the app to work on mobile, but I feel like I did not invest wisely in your 'demanding, global company.' 

I am glad there are other quality options out there now.

[rf2017]

Can't agree more.  What I find is that a replacement has no warranty period extended to it.  Strange when a defective tracker is replaced, the new replacement comes with nothing.  At least that is what I was told on a replacement I have had for 6 months. 

[CJButcher]

Wow, really?  You purchase a product that has a warranty and if it breaks and they replace it the warranty is gone?  Do you even get the balance of what you had on the original product?  If the product comes with a 12 month warranty and you have it replaced after three...do you still get the other 9 on the replacement?  If you don't get AT LEAST that there is something VERY wrong here.  I would think you get a replacement due to defect, that the 12 months should start over.

[bokonist]

I'm curious, what color is your surge? My friend has an issue with his black surge band coming apart, but I have a blue one and have absolutely no issues. I've had my surge for a little over a year, I believe. Could it be an issue with certain colors? Maybe it's a stupid idea, I don't know.

[CJButcher]

Mine is black as well. Not sure if color is an issue, but I guess it could
be. I'd guess they are all made out of the same material but who knows.

Mine is about to snap completely across the width of the band. Makes me
never want to buy another one.

CJ

[judyI]

Thanks very much for posting this - this is happening to mine too!  Mine is orange.  And you're right about this product warranty piece.  Yes they are going to replace it as the band is coming apart - but, not going to change the warranty.  What is this about?!!  My new warranty should start the day I get my new tracker!

[sinc0961]

My fitbit is a black one. It would seem silly that the color has a play in the quality, but hey, you never know!

[squirrellygirl]

 My black band started coming apart a couple of weeks ago - it looked loose/warped on the top by the display. And then it just fell off last night while walking through the airport. It's maybe 8 months old, but was a gift and so I'm out a tracker. This was a replacement for a Surge I had that died (and the Surge replaced my recalled Force). I'm seriously bummed and considering another brand. 😞 

[bokonist]

The reason I bring up color is because I know with cell phones, certain color phones have manufacturing defects that other color phones do not. I think it has to do with the material they're made of or the process it goes through making that particular color. I know fitbits are completely different that cell phones, but maybe the same could apply. Maybe the different colors are made of slightly different materials or go through different manufacturing processes? I don't know, just an idea. Again, this could be completely wrong. hah.

[SmyrnaSoccerRef]

The quantity of postings in the Surge forum from Surge owners with wrist strap / band issues is astounding.  The Fitbit moderators (mainly "Yojana") reply to complaints with the same broken record response of contact customer support, 12 mo. warranty in US, and 25% discount after that.  I can't understand why Fitbit will not just come out and admit that they goofed with the Surge wristband, that it was a really bad design, announce that they are either (1) working on a replacement band that will be available on mm/dd/yy, or (2) will have the Surge 2 with an improved wristband design along with other goodies and functions available on mm/dd/yy.  At least that gives folks something to plan for in making a decision to wait for the replacement band/device, or jump ship to another brand (e.g., Garmin).  The fact that the evidence here is so clear, and the moderators respond over and over with the same message is very disappointing in regard to Fitbit's leadership and their utter disregard for their loyal customers.

[sinc0961]

I agree with you 100%. I love the app and liked my first FitBit Flex when it came out. I decided to splurge and get the most expensive one, Fitbit Surge, and it has been a huge nightmare. Replacement after replacement with the exact same problem- the band wearing down, bubbling, and eventually coming apart. Either announce a new and improved one that I can get a discount on or have a recall! I cannot spend anymore money to support a product that can't keep up with its own perpose- tracking activity!

[CJButcher]

Great point! Fitbit is fully aware they blew it and they are not willing
to fix their own poor design. No responsibility or accountability. I
think it is time to take this discussion out of private forums and into the
social media, let everyone else know that Fitbit has flawed products and
wouldn't support them properly.

CJ

[rf2017]

Black.

Sent from my iPhone

[rf2017]

Exactly what is happening to mine. Started to bubble two months ago and has progressively gotten worse. I expect full failure any day now. 

[rf2017]

Couldn't agree more. A replacement is a new device and as such should have a new 12 month warranty. Especially since this appears to be an ongoing issue. A 25% credit towards another purchase is a slap in the face. My company offers a 20% discount on them so an additional 5% isn't worth it to me.  

[MRUNburg]

My black Surge band completely ripped through and was dangling on my arm as I was running. I caught it right before it hit the ground. I am so disappointed in it. For as much as it costs, that should NOT be an issue. It is supposed to be made to last and to use during physical activity. Horrible.