Surge band cracking by screws

[BluettD]

I purchased my Surge in Feb 2015 and this last week I have noticed that the band is cracked underneath where the screws are - and is now digging into my wrist when I wear it.  I'm not a particularly 'rough' wearer of the Surge so am very disappointed about this damage and the fact that it may not be covered under the warranty (it's only 13/14 months old!).  What can Fitbit do about this for me? (am UK based)

Have read lots of other threads on this very same topic so I am not alone.

Very disgruntled!!!

[SunsetRunner · Accepted solution]

That's up to Fitbit to decide @BluettD

Feel free to contact the Fitbit Support Team (Click / Tap here to contact)

Optionally check out Returns & Warranty before contacting support.

[Julia_G · Accepted solution]

Hi, @BluettD , if you bought your Fitbit in the UK it is covered by I two year warranty.  I would suggest getting in touch with Fitbit Customer Support UK .

[lateshowrob]

Join the (ever growing) club Blue.  I, along with 3 other people that I personally know, all have issues with the Surge band.  It seems clear to me that there is a terrible design flaw with the Surge and Fitbit simply won't admit it as this will further harm its already fragile stock price.  If the band was easily replaceable, this wouldn't be such a huge issue but the band cannot be replaced, the entire unit is basically toast.  I would love to know what Fitbit's "strategy" was in relation to the Surge.  Do they really expect consumers to shell out $250 every year or so for a new unit?  It's such a shame; I have purchased at least 7 different products from Fitbit and this experience has soured me terribly. 

If you contact Fitbit, they will most likely offer you a 25% discount on a new tracker since you're out of warranty.  I don't know about you, but that just doesn't cut it for me.

Good Luck.

[Killerbean]

Oh you mean like this? and it's only 7 months old. 

[BluettD]

That's exactly like mine!

[BluettD]

Fitbit UK have arranged a replacement to be sent - great stuff Fitbit - now extend that 2 year warranty elsewhere in the world and fix the strap from breaking in the first place!!  Or I'll be back again in a year after another new watch!!!

[Rbo]

I had the same thing happen to my Surge. I am in the US and waiting to see what they do. I have heard a 25% discount then they should tell buyers that to only expect the watch to last a year.

I am very careful with my Surge-it has not been wet other than sweat.

Let me know what they do about your band-my Surge was a 2015 Valentine's Day gift.

Moderator edit: Removed personal information

[Killerbean]

I got a 25% discount from FitBit.

I purchased a FitBit Blaze with that discount.  The blaze has a replacable band. 

[BluettD]

Robbie,
Uk customers have a 2yr warranty so I received a free replacement.
Fitbit should extend that period worldwide.

[Rbo]

I agree I am waiting to see what happens. It will be discouraging if they do not replace. Particularly since I have sold at least six to colleagues who ask about the watch and BTW also bought my husband a Surge.

Robbie

robbie.ouzts@gatech.edu

[gmell]

This is exaclty what my band looks like as well.  I was successful in getting a warranty replacement.  When I questioned what I do when the replacement unit fils, I received the following the response "I assure you that your Surge band will never break again, as I'll be sending you the most reliable and sturdy Surge tracker. No worries"...to which I responded "by your assurance, you have just given me a liftetime warranty", which she never took exception to.   I saved the chat discussion for future reference, in the event the band fails again-out of the statndard warranty.  I hate the disposable society we have become, in as much as replacing the entire unit for a cheap plastic band. 

[Rbo]

Have a replacement all is great! Wonderful Customer service.


Robbie Brawner Ouzts

Moderator edit: Removed personal info. 

[Dogu]

Like others on this threat, I too have a Fitbit surge with a defective wrist band that is cracking around the screws. The Surge was purchased in March 2015. I'm a gentle user of the Surge, so I am disappointed in this performance.

On 10 June 2016, I called the Fitbit support line. I was told that the wait was 10 minutes. However, 45 minutes later the call remained unanswered. Despite being told repeatedly to stay on the line, Fitbit support never answered. Eventually, Fitbit dropped the call.

I filed a complaint via email and, to give credit where due, Fitbit did email me the next day to get started on resolving my problem with the Surge. I really appreciated their prompt effort to respond and it looks as if things will be made right.

Dogu

[Jubal]

Same here. i am going with Garmin Vioactive HR

[Jubal]

I am going with Garmin Vioactive HR

[Icedmang]

My wife and I each have a Fitbit Surge that is cracking at the screws but they are both just over a year old (since Feb'15) and of course are now out of warranty.  We're in Canada.  I realized we purchased it on a credit card that doubles warranty so I sent a Notice of Claim to the Insurer for our credit card - this will be the first time I've sent a notice of claim so we'll see how it goes.

[Dogu]

For the record, I am pleased to report that Fitbit honoured their warranty on my Surge. Once I reported the product defect, they did some checks of my purchase receipt and the defect, and then replaced my Surge promptly. After my initial problems getting through on the call line, the email customer service was outstanding. Thanks you Fitbit!

[renambot]

Same here, my band is cracking. For a $250 device, it has to last longer. 

When I mentioned to them that a lot of people in these forums have cracked band, I was told that many more people have working band !!! WTF.

Get behind your customers. I pre-ordered the Surge when it came out, at full price.

Sad customer service.

[renambot]

Same here, my band is cracking. For a $250 device, it has to last longer. 

When I mentioned to them that a lot of people in these forums have cracked band, I was told that many more people have working band !!! WTF.

Get behind your customers. I pre-ordered the Surge when it came out, at full price.

Sad customer service.

[HeidiLove]

I pre-ordered as well, and love the Surge. I don't want to go with the Blaze because it doesn't have GPS, a feature I use frequently.