I don't frequent this forum much but today after a few day corrspondance with customer services I decided to have a quick look to see if anyone else suffered from the problem I have. Absolutely gobsmacked to find maybe 80% of the posts relate to exactly the same problem. My Surge strap came apart, right at the shoulder by the two tiny screws. The unit itself works and funtions perfectly well but, it doesn't look too cool going out with my cycling club wearing a top of the range fitness device that's held together with bright silver duct tape and of all things, one of my wifes bungie type hair bobbles. So I decided it was time to email Fitbit to see if I could have a new strap fitted. Alas it wasn't to be, however, they asked me to send a photo and proof of purchase which I duly did. Now this is where the kudos and respect for Fitbits customer service comes in. Today, just one day after sending my photo's, I recieved an email asking for my address so they could send a replacement. Now that by any standard is good customer service. I didn't even see a hoop let alone have to jump through any to get a replacement.
The sad part is, it seems that the life expectancy of a Surge can be expected to be bewteen 7 and 10 months. For such a high price, high tech peice of technology to be treated as a non serviceable throw away device seems a travesty. I love my Fitbit, I use it a great deal, mainly for cycling, but, I'm worried the new one they send me will go the same way and that worry may take the fun out of my cycling. Should I wear it a different way, maybe higher up my wrist so as not to place so much stress on the strap. I don't know. See what happens. Surely people can't keep sending them back, it can't be good for complany profits the amount that have to be replaced. Watch this space I suppose.
