Surge strap

[Jdpotdar]

I noticed that my Fitbit strap developed a crack and followed by tearing apart quickly. Reliance digital, thane where I purchased is unwilling to support. Pl advice

[SteveH]

You may still be covered by fitbit's warranty. You can check at www.fitbit.com/returns

If you are then you can contact customer support via this link:

contact.fitbit.com

[JuanJoFitbit]

@Jdpotdar A warm welcome to our Fitbit Community! So sorry to hear about the crack that your Surge's band developed. I would like to follow up on this and would like to know if you contacted our Customer Support team as my friend @SteveH advised. If so, let me know the outcome since I'd like to assist you.

Looking forward to your response my friend! 

[SunsetRunner]

If under 12 months old fitbit will replace your defective surge no problem.
When you receive your new surge check out the battery life is acceptable

[AlvaroFitbit]

@Jdpotdar The idea about checking your tracker's battery life is a really good one shared by @SunsetRunner. Make sure you don't use GPS during the testing period as this feature can drain the battery in only 10 hours. To test the battery fully charge your Surge and monitor it's behavior until it is drained. After this if you are happy with your replacement then you can return wearing your tracker as you normally do.

Let me know how it goes!

[Bwok16]

Yes thanks for that, although I had 3 replacements each one with battery defects. Obviously a defective product

[SportsFan1]

If you report it outside of the 12 month period, you are out of luck.  What happened to yours is exacly what happened to mine, probalby within the warrenty period.  But, it is now a few weeks past the warrenty and support says I am out of luck.  No way to get it repaired.  My only option is to buy a new one for 25% off.  $200/year, ouch!  I wish I would have noticed it and repoorted it within the 1 year period, I am sure cracks started before it was up.

So, if you are within your 1 year period I recommend inspecting your band!

[Bwok16]

I wouldn't bother with the discounted offer. It's O my taken of the full list price anyway. It won't last 12 months anyway imo.

I went over to the garmin vivoactive hr and have no regrets. Much much better on all fronts

[SportsFan1]

Yes, I definitely plan to check out the competition before buying a new Fitbit. It is too bad though, I have been using Fitbit products since 2011 and they used to have outstanding support. That is why I was so surprised at their response. I guess they have gotten big enough now that profits are all that matter – standing behind thier products is too expensive.

[Bwok16]

Exactly the same over with me. Loved being part of the early days with them, but no longer

[SteveH]

Just to complete the picture for those coming across this thread - the warranty is 2 years if you are within the EU.

[SportsFan1]

Maybe I should move.  Probably wouldn’t help, I am sure it has to be purchased there…sigh.

[SportsFan1]

I wanted to give an update on my issue, as it was still actually open during my initial posts.  Fitbit support continued to work with me and came up with a resolution that I am very happy with.  So, from my perspective, they do still stand behind their products.  And I am very glad to continue using their products, because I really enjoy the Fitbit community, challenges, integration with my phone, etc.  So thank you Fitbit support personnel!

[AlvaroFitbit]

@SportsFan1 Wow what a turn of events! Happy to hear that you will continue with Fitbit and that support was able to help you. I would like to invite you to visit our Discussions board where other members share their suggestions, recipes and encourage each other to stay fit.

Hope to see you around!