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Surge - poor design and quality

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‎06-05-2017 01:33 - edited ‎06-05-2017 12:59

‎06-05-2017 01:33 - edited ‎06-05-2017 12:59

I have been an avid fitbit user since 2012 and have purchased 4 generations of devices - one, ultra, charge and surge. I have completed nearly 19,000,000 steps and have bought fitbits for numerous family and friends

 

I bought my first Surge in Jan 2015 when they were first released and have had 3 replacements due to issues with the strap and a battery that wouldn't hold a charge. Now, after the strap on my 4th Surge has come away from the case I have found out that Fitbit can't repair it and won't replace it because my original purchase is over 2 years ago. They have offered me 25% off a new tracker which I certainly won't be taking up.

 

I haven't even mentioned the 3 charges I've had replaced for similar issues!

 

These products are poorly designed and have inherent manufacturing issues so I don't understand why you still sell them. They are not fit for purpose. I have a Suunto fitness watch that is over 12 years old that still functions as well as the day I bought it.

 

I think you're app and dashboard are superb which is why I have persevered for so long but after the shoddy way I have been treated by your customer service team I have now purchased a Samsung Gear s3 (geez, I even contemplated ditching android all together and buying an apple watch).

 

You need to sort this out quickly or you are going to be losing more and more loyal customers.

 

 

Modified by moderator: title for clarity 

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1 REPLY 1

‎06-05-2017 03:24

‎06-05-2017 03:24

I have been using the Fitbit Surge now for 6 months and I agree the product is clearly flawed:

 

- wristband: this is a known issue. I should replace my watch but I know this problem will come back within 3 months of use, until warranty expires. 

 

- syncing: numerous times the phone just not syncs. In particular when you go to a different time zone. I was in the US for the past three weeks and haven't been able to sync any of my activities over there, which is very frustrating. I have seen topics of this but apparantly the experts cannot solve this. Back home I still cannot sync and the time on my watch does not automatically change (have deleted the app, checked settings, etc. but nothing works). I cannot be bothered anymore to try more "solutions".

 

- GPS: the distance covered according to Fitbit is always significantly less than what I actually covered, compared with data from my phone / Garmin. I even ran a official marathon less than the official marathon distance, according to Fitbit... If you are an avid runner, you cannot use Fitbit for interval training because it is simply unreliable (again, I found numerous topics on this with no real solution).

Having used the Fitbit, I now understand why the Fitbit shares have lost so much of their value in the last year.

Best Answer