Surge band not covered under warranty

[SunsetRunner]

Bought my surge last august, and band starts coming apart. Saw some posts this damage is covered under warranty. But they denied mine since I didn't buy from their approved dealers, I bought from reputed seller jet.com and should be covered otherwise, fitbit or jet.com need to inform the customers that they are not covered under warranty, while selling those watches at sellers not approved by fitbit. It is a bit unfair Fitbit is happy to make the profit from those sellers but not cover them under warranty.

Just FYI per fitbit sellers where fitbit products are covered: https://www.fitbit.com/retailers

I don't see costco, sams, cabela they sell quite a lot of those watches. denying them the coverage from these sellers doesn't make sense to me.

[YojanaFitbit]

Welcome aboard my friend @SunsetRunner! Thanks a million for posting your inquiry here in the Forum, I really appreciate your feedback in regards the information provided by our team. Sorry about your band, some stores handle their own policies and warranties or purchase Fitbit products from stores than might alter the product or packaging, that's why is important to be aware of the list of authorize retailers or purchase Fitbit products from the Fitbit.com store. Have you checked the warranty information through this store?

I'll be around if you have more questions! 

[wstlnd_michigan]

My Surge is 6 month old and the band is separating from the face just like the one in this post.  Looks like a design flaw.  I received my Surge through US Bank rewards program.  What recourse do I have to receive a replacement watch?  Do I need an RA # to return it?

[SunsetRunner]

According to Fitbit they don't cover unless you have a receipt showing you
got it from an authorized seller. Check with Fitbit first and go from there

[VF31AE3]

@SunsetRunner Srini. If you can't get a warranty replacement and you still want to use the Surge then go to youtube and search "Surge band replacement". If it looks like it's something you or someone you know can do, then go to Amazon and get an aftermarket Surge band replacement. It's cheaper than a new Sports watch. After it dies you can look at other manufacturers for a replacement. Best of luck to you! 🙂

[SunsetRunner]

Yes thanks, looks like I will have to take care of it myself this time.

[cyclist1942]

I replaced the band on my Surge. Not difficult. The buckle side contains an antenna. When removing the band you just need to be careful. There is a very sticky rubber cement which will have to be removed. The antenna is very thin and needs to be replaced in the proper orientation. A thin coating of rubber cement to hold it in place will do. The new band simply snaps in place. There are Utube videos showing how to do it. Kits with bands and screw drivers are for sale on Amazon and from China (where they are sourced).

[SunsetRunner]

@cyclist1942 thanks very much for the encouragement, I will take a look.

[TomApicella]

I have the exact same issue with my band which was purchased in December and not work until January 1. 

[YojanaFitbit]

Hi @wstlnd_michigan, @SunsetRunner, @VF31AE3, @cyclist1942 and @TomApicella! I'm glad to see you here in the Forums, your comments are very important for us! 

@wstlnd_michigan Welcome to the Forums! Sorry about your Surge, please keep an eye on your email inbox for further instructions about your case, I've requested our Support Team check with you directly this issue. Any further help let me know! 

@cyclist1942 Thanks a million for the piece of advice and the help you provided our friend @SunsetRunner. Hope you can get back on track soon! Sorry about the inconvenience.

@TomApicella I've noticed that you already contacted our team, but in case that you need anything else, let me know!

Have a good one guys! 

[SunsetRunner]

Finally Jet.com came through, they provided awesome support. And gave me options either replace/refund, since fitbit denied the coverage. I chose refund, time to say good bye to fitbit! 

[cyclist1942]

Wise move!

Sent from my iPhone

[KPJS]

The wrist band of a fitbit surge, under warranty, that was bought in December 2016 started delaminating by April 2017. When I got in touch with the company, they agreed to replace it, with a crazy condition that I destroy the current band and send them a photo and that they will replace it after 15 or more days or so. When I told them that this would inconvenience me, thi is what they had to say:

"Thanks for getting back to us.

We know how disappointing this could be, however, we do have different protocols for trackers and at this time, we do require a proof of destruction before proceeding with any replacement.

Rest assured that once we've received the photo of destruction, we'll move forward with the replacement and send the tracker the soonest possible.

We look forward to your response.

Sincerely,

 Moderator edit: Word Choice

[TwoBit]

Wow. Unbelievable. 

[YojanaFitbit]

Thank you for your participation in the forums everyone! 

Welcome to the forums everyone and thank you for the thorough feedback for the Fitbit environment, customer service, platform and devices. This has not gone unnoticed and be sure that I will pass this along.

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.

@KPJS Thanks for your comments. As each case is different, our team has different ways to proceed depending on each scenario. I'm sure our Customer Support team will be more than glad to answer any type of question that you may have.

If there any questions present, please let me know and I'll be glad to help. 

[cyclist1942]

My Surge will not swipe and now the screen is crazing progressively inside. I'm done with the Surge. Too bad I liked the app.

Sent from my iPhone