Surge band

[Dbcooperdb]

So, after reading all the things about how fitbit is unwilling to take care of their exsiting customers. I am in the same boat with the surge band failing, again. Now out of "warranty" I won't be using the 25% discount to purchase another fitbit product. Why would I spend 250 dollars, a year, to buy a new one every year. Especially when the terrible band can't cost more than 5 dollars to make.... done

Moderator edit: Word Choice. Clarified subject.

[gwilmoth9188]

On the phone now with the company. At first I was only getting the 25% that I wasn't planning on using. After being on hold for several minutes customer service came back and said I would be receiving a new surge plus the 25% with no extended protection on the replacement surge. Not sure I will be using that 25% on another fitbit product. 

[YojanaFitbit]

Hey there @Dbcooperdb and @gwilmoth9188! Sorry for the inconveniences that you experienced with the Fitbit Surge and I want to thank you for the time you took to share your thoughts with us. I assure you that we take in consideration all the feedback our users provide and we're working everyday to be the best fitness company.

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. As they 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.

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.   

Catch you later. 

[SmyrnaSoccerRef]

Yojana (and other FitBit moderators who have responded in similar Surge forum threads regarding wristband issues), it would seem to be very clear that FitBit has a design issue with the Surge wristband based on the sheer quantity of similar complaints.  FitBit moderators respond to all of the complaints with a very upbeat, professional answer to contact Customer Support.  I really want a reliable FitBit GPS-enabled sports/activity watch, but I refuse to buy a Surge until FitBit replaces it with the Surge 2 (or whatever the replacement model will be named).

I think your Surge customers and forum readers would just like an official statement from FitBit that basically states that (1) FitBit goofed with the Surge wristband design, that (2) you will replace broken bands until a replacement model is introduced (becuase of the bad design), and (3) that a replacement for the Surge with an improved and more durable wristband along with other enhancements will be available on or around mm/dd/yy.

In the interest of full transparency and true customer service, FitBit should really come clean with the Surge problems instead of copy/pasting "please contact customer support" in every response to a Surge complaint.

In the mean time, and while waiting on the Surge 2, I will keep using my trusty, dropped, banged-up, cracked & super-glued FitBit Ultra and my Garmin ForeRunner 620.