Surge wristband came apart

[mdleith]

First off I want to say I was super excited for the Surge to ccome out, I was one of those who pre-ordered. The specs sounds great, and honestly it was great for a while but the overall quality is lacking . I had several issues with my first one, stuck screen, band wear, not holding a charge and now the screen looks cracked from the inside. Oh and stuck again also. Fitbit did replace this one right about my 1 year mark( Jan16) because of the battery drain issue. But I'm thinking that may have been a software update related problem, because not long after it was working as it did before. With that said I wasn't a fan of the PINK (tangerine) replacement they sent me. So I let my wife use the replacement one, that I received in Feb16. And I continued with the black one until it became unusable once more. So here it is less than 8 full months after my replacement and the band COMPLETELY comes off one side. I called in and all they could do is offer me a discount on another device. Like I said I really liked mine in the beginning, but for the price and quality I'll take my business elsewhere. http://i56.photobucket.com/albums/g196/mhleith/Mobile%20Uploads/20160831_183343_zpsa9boh7ce.jpg
http://i56.photobucket.com/albums/g196/mhleith/Mobile%20Uploads/20160831_183359_zpsvmffbmox.jpg
http://i56.photobucket.com/albums/g196/mhleith/Mobile%20Uploads/20160901_075037_zpsx6evnvqz.jpg
http://i56.photobucket.com/albums/g196/mhleith/Mobile%20Uploads/20160901_075046_zpsjrxh5ktb.jpg

Moderator Edit: Clarified subject

[Kinsp]

I have to concur with you.  I was very excited about the Surge feature function list.  The interface is simple and the app is great.  After my latest defect I am looking elsewhere (blue dot - replaced, cracked wrist band - replaced,  wrist band cracked and seperating from watch - FB offer was 25% discount on a new Surge with a "new warranty restart").  

When I first purchased I was thinking if i could get two years out of the watch it would be fine.  But only 1 year - 3 watches...I am not sure I want to spend $440 in a year.  

Fitbit go back to the drawing board - let me know when it is fixed.

[ssullivan]

I am slow, but I have decided I am done with them.  My first Fitbit was the Force.  I got the rash although not as bad as some.  It was recalled, so I decided on the Flex, I think it had to be replaced 4 times because it wouldn't hold a charge.  I had decided I would not buy another Fitbit, than earlier this year I was given a Surge as a gift from a friend.  6 to 7 months later the band is tearing.  Fitbit sends me a email with a label for FEDX to send it back.  I work a fulltime and part-time job and don't have time to run to Fedx with this, so this label has expired.  I let them know this was not concevient for me and they said they would send me another label if it expired.  They sent me a prepaid package to return my Force and I think maybe the Flex too.  I have decided to just wear it untill it falls off and go with another company.  I love the product when it works, but there has been issues and poor quality in all the Fitbits I have had.  As far as I am concerned this is a very expensive tracker and it is their fault that it is poorly made.  They should make it easy for me to return it for a replacement.

[gretchenmoll]

what exactly should they have done. Sent a Fedex van to pick up your device?

[ssullivan]

When I had to return my Force and my Flex, they sendd me a prepaid envolpe that all I had to do was drop it in the mailbox, which is easier to do than trying to find a Fedx between jobs.  This isn't the first time I have had a problem with one of their products.  All have been their defects and when something cost this much, they shouldn't make it hard to make it right.

[talatu]

So I have been with fitbit since the ultra which was released in 2011. I have gotten so many of my friends to purchase fitbits ever since.

I had the ultra and then the one and with both of these devices  I had numerous replacements. If it died I was always able to replace them after showing the transaction ID of my last replacement. Oh boy have things changed. I got the Surge in May of last year by september the band was coming off, I sent and email and got a replacement. By february of this year that one started to fall apart....got a replacement. Now it is falling apart again in less than 6 months and all I get is a 25% discount???? So you are telling the public that your product lasts maybe a year and then we are out of luck? Its not even about the money I bought something that I thought would last me more than a year and it didn't even last a year. 

I too will be leaving the community. So sad to say but if you can not be reliable and be loyal to your customers then why should we stay?

[Kinsp]

I have a family of fit bits wife, son, daughter and other son wants one...not now

[MarreFitbit]

Hey everyone @Kinsp @mdleith @talatu @ssullivan @gretchenmoll, hope you are all doing great today ! 

Thank you for the thorough feedback for the Fitbit environment, customer service, platform and devices. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

To the members who received the 25% discount option as per our Warranty Policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be more than glad to help you further with this. I understand you've invested in the Fitbit Family; however, we 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.   

If you think you are a candidate for a replacement please contact Costumer Support, they will be happy to further assist you. You can read more about the warranty here "Fitbit Warranty" 

Enjoy your day and I hope you guys can be back on track soon.

[Kinsp]

Thanks for the follow up. I have switched to the Garmin Vivo HR.

As of now I am not interested in spending more money on a defective product. Just curious is that company policy to sell a defective product and then ask people to continue paying for it.

I would suggest you/Fitbit just create a watch as a service...just return it every year for a new one. Just a thought at least until you get the defects under control.

[SantiR]

@Kinsp I hope you're doing well! Thanks for the feedback! If you have some time I recommend checking the new generation of Fitbit trackers. 

• Fitbit Alta
• Fitbit Blaze
• Fitbit Flex 2
• Fitbit Charge 2

The are improved trackers with new awesome features like the ability to interchange bands. That would prevent the issue you experienced with the band! 

See you around! 

[Kinsp]

Thanks for the follow up. I am all set I have vivo active hr...working fine and no defects.

Regards,
Peter

Moderator Edit: Removed Personal Information

[YojanaFitbit]

It's great to know that you're all set @Kinsp! 

If you have time please check our Discussions board where you will find other members sharing their experiences and tips for an active lifestyle.

Have a good one!