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Surge strap tear

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‎03-12-2016 11:47

‎03-12-2016 11:47

I have had my Fitbit Surge for not even three months. I thoroughly enjoy it and wear it every single day. However, I am saddened that I have only had it for this small amount of time while the strap is already tearing. I have contacted customer service and they are sending me a replacement watch. However, I am concerned that while this watch costs $249.00, it has not even lasted me 3 months and will not be covered under warranty for all that much longer. It would be very nice if improvements were made upon the watch in order to keep this from continuously happening, rather than sending out the same exact product for it to only happen again. After all, $249.00 for a watch is quite an investment. This is my only complaint with this watch. Other than this issue, I thoroughly enjoy it.

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4 REPLIES 4

‎03-12-2016 12:34

‎03-12-2016 12:34

You are assuming it will happen again. Happened to my first Surge. The replacement did not tear again however. I also learned to be a little more gentle in removing and cleaning it.

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‎03-13-2016 08:01

‎03-13-2016 08:01

Which email did you reply to about getting a replacement band? I have only had mine about 2 months before it started tearing. Any info will help, thanks
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‎03-14-2016 11:34

In response to Cestrada5280

‎03-14-2016 11:34

I just started an instant message with one of the employees and they were very helpful.

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0 Votes

‎03-30-2016 11:18

In response to KPryor40

‎03-30-2016 11:18

I've had my Surge for a little over a year and my band is also tearing and Fitbit basically told me I'm out of luck since it's past the one year warranty period.  They sent me a 25% discount code...not exactly the great customer service that many seem to be raving about.  This wouldn't be an issue if the band could be replaced easily but that's obviously not the case.  It's a shame I've supported this company so much, I've purchased two Fitbit Ones, an Alta, a Surge and two Charges for the kids and the basic message is: too bad for you but your product is out of warranty. 

 

Shame on you Fitbit.

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