Surge band cracking and coming apart

[Jubal]

I must say I am disappointed with Fit Bit. My Surge Band is cracking behind the band at the top where the screws are. This is the second band that has had this problem. they replaced the first one but won't replace the 2nd one. They did offer a 25% discount on a new tracker. There is obviously a problem with the Surge bands breaking and cracking and becoming unglued. They expect me to shell out 200 bucks for another that will most likely have the same problem within 8 to 12 months. I like the Surge a lot but feel like they should admit they have an defect with the Surge bands. My guess is they are working on a replacement for the Surge and it will have a replaceable band. I am going to try the Garmin Vioactive HR.

[AlejandraFitbit]

It's great to see you around @Jubal. Our Limited Warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase. Because your tracker didn't meet these warranty conditions, the advocate offered a courtesy discount of 25% good towards the purchase of any tracker. 

Fitbit strives for excellent customer service and in the past often replaced trackers that were not covered under warranty. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently. 

Happy stepping! 

[Jubal]

Thanks for your reply. I understand a warranty but this is a design flaw
from the beginning. So I buy another surge(I want built in gps) and the
same thing happens again in 6 to 8 moths. The surge bands have a serious
design flaw and FitBit should admit that and do the right thing. My guess
is you are probably preparing a replacement for the surge and I bet it will
have a replaceable band.

--
Thanks,

Charlie Pleasants

[Latham]

This is a bad manufacturing disign. They should have done more testing before putting it on the market. Good luck with yours, like he said try customer service. I'm on my second watch in 14 months and customers service to told me too bad since the warranty is only for one year form my original purchase date.

[Latham]

Keep telling yourself that. If they were all about customer service they would offer replacement bands vs 25% off another one that will break in less than a year.

[AlejandraFitbit]

Great to see you around @Jubal and @Latham. I appreciate your patience in this type of situation and I can assure you that Fitbit takes in consideration all of your feedback. I recommend checking this request, vote for it and leave your comment.

Catch you later.