Surge clasp buckle fell off and got lost

[purplej36]

I have had my Surge for 2 years now.  I'm no longer under warranty, the watch is in great condition except the plastic clasp/buckle came off my watch.  After calling the Fitbit help desk their solution was to buy an entire new Surge for 250.  I'm on limited funds and my band that I have now was a gift for Christmas.  The gentleman I spoke with said his only solution was 25% off the purchase of a new watch, which is fine and dandy if I had the funds.  I fully expected to pay for a new buckle/clasp but the solution of buying a whole new  Surge just seems extreme.  As of right now I'm the proud owner of 250 dollars of trash.  I get I'm only one person and its highly unlikely that this will ever get resolved but seriously the solution is ridiculous and greedy.  I get a company needs to make money, but to expect a customer who has had no issues for the last two years to have to buy a whole new watch over a plastic piece just seems out of place.  I fully intended to buy a new clasp/buckle, but now I don't even know if its worth it. 

[Rich_Laue]

If it was me, I would call Fitbit back explain what happened,  and is out is not satisfactorily then ask for a supervisor. It can't hurt.

[WendyB]

You could probably find and O ring thaty will work as well

http://www.amazon.com/Performance-Tool-W5201-O-Ring-Assortment/dp/B0002KO1XK/ref=sr_1_5?ie=UTF8&qid=...

[purplej36]

I just looked at it, I don't think that will work.  All I have is the "stem" and not sure how that would work.  But Thank you

[purplej36]

I've been on hold for the last half hour, and I've twitted them, emailed them and sent an instant chat that said it could take up to an hour for a chat person.  I hope to get someone on the line soon though, because I'm still unsure o what to do

[WendyB]

Oh I thought you were talking about the the part you slide on and push down in the hole, Sorry about that.

Hope you get it resolved!

[purplej36]

I was able to get it resolved finally.  It just took a bit to get through to someone who understood the issue.  Thank you guys for your help  as well 🙂

[WendyB]

Glad you got it resolved!

[VivisFitbit]

Hello there @purplej36!  I'm glad to know that your issue was resolved. Our team work evaluates and provide the proper solution according to our Policies. 

[kodi111]

I have the same problem and got the same solution , 25 % off a whole new watch. How and who did you finally talk to that resolved the problem? The picture you took is exactly like my watch band.

Kodi111@gmail.com

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@purplej36 wrote:

I have had my Surge for 2 years now.  I'm no longer under warranty, the watch is in great condition except the plastic clasp/buckle came off my watch.  After calling the Fitbit help desk their solution was to buy an entire new Surge for 250.  I'm on limited funds and my band that I have now was a gift for Christmas.  The gentleman I spoke with said his only solution was 25% off the purchase of a new watch, which is fine and dandy if I had the funds.  I fully expected to pay for a new buckle/clasp but the solution of buying a whole new  Surge just seems extreme.  As of right now I'm the proud owner of 250 dollars of trash.  I get I'm only one person and its highly unlikely that this will ever get resolved but seriously the solution is ridiculous and greedy.  I get a company needs to make money, but to expect a customer who has had no issues for the last two years to have to buy a whole new watch over a plastic piece just seems out of place.  I fully intended to buy a new clasp/buckle, but now I don't even know if its worth it. 

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[MaginB]

Welcome to the Community @kodi111! Since your tracker is out of warranty the Support Team offers a 25% courtesy discount, you can check out the Warranty Policies. 

Hope it helps! 

[rcjgross]

This happened to me yesterday and got the same solution. My watch is perfectly fine except the buckle. I don't want any of the new trackers because they only have connected GPS. I don't want to purchase another surge because of the band issues. I had to have it replaced before the warranty went out because the actual band broke. This really stinks Fitbit. I really don't understand not selling replacement buckles.

[Rich_Laue]

@rcjgross take a look at the Bitbelt

[rcjgross]

Thanks! I looked but they don't have one for the Surge. The one for the Charge may work but I'm still looking.

[SolangeE]

Hello, @rcjgross! Thanks for joining us!  I'm sorry to hear about your situation. My suggestion would be to contact our Support team as they can offer discounts even if you are out of warranty. 

Thanks, @Rich_Laue, for your suggestion! 

See you around, enjoy your weeekend!