Surge band feedback

[bikechina]

While the FitBit family of trackers do a good job; the bands are crap.  When I spend $250 for a watch/tracker, I expect that it will be built to last.  FitBit has ignored the problems they have with their band falling apart with bubbles under the outer skin, breakages at the screws and separation of the band layers.  After a year, they will not provide a replacement, and only offer a 25% discount on another poorly made product.  The message is clear: FitBit does not care about their customers; just another greedy tech firm trying to get as much out of their customers as they can.

Moderator edit: Subject for clarity

[Odyssey13]

Welcome to the forums @bikechina

Fitbit does care and a discount is a goodwill gesture. Not all companies give discounts when a product is out of warranty.

When my printer died days after the warranty expired, I was offered nothing by the company. My new printer has worked just fine and is now out of warranty. If it dies, I'll get another of the same brand, if possible.

You didn't say when you bought your Surge or what happened in your situation. Did you contact customer support ?

[bikechina]

Yes, I did contact support and they offered a 25% discount on a new Surge.  But that is not the issue.  The problem is that FitBit knowingly sells a defective product, and does not fix the problem.

[SunsetRunner]

I just replacedband with eBay aftermarket band. Terrible that Fitbit haven't supported this or offered repairs for free. 

[Zigster]

I completely agree.

The strap on my 18 month old Fitbit Surge is coming away at the screws, like many other people seem to be finding.

I accept it isn't in warranty so a replacement won't be free, even though it would seem to be a significant design flaw on a product designed to be worn all the time.  But I don't want 25% off a new Surge, I simply want a new strap.

If Fitbit can't get this simple point then I will buy one from eBay.  Fitbit misses out on the revenue of a new strap, and also misses out on the revenue of me buying a new activity tracker when the time comes. 

[marobenic]

 I have had three Surge replacements ,the first band eventually  fell apart after 1 year, in the second bubbles appeared after a 4-5 months and in the later stages of deterioration the battery went as well. The third the bubbles started to develop after 3 months . For the most part i have found Customer Service engaging and proactive. This time after a prompt reply after viewing a photo of the faulty band said it was out of their limited  warranty and to keep me tracking  would send a follow up email with discount advise!!

So far nothing even after a few reminder emails. Disappointing to say the least.