Wristband breaking

[jtbgoode]

So I just got off a chat with tech support.  I have had a surge and generally liked it up to this point, but for some reason the band is starting to rip around where the screws are.  Shouldn't be any big deal, I am a bit out of warranty but it shouldn't cost too much to get a new band for it, right? WRONG! Even though obviously the unit is attached to the band by the screws (otherwise why would they be there), they don't sell bands and their only response is that I need to buy a new tracker.  Blowing another $300+ on a tracker just cause the band is breaking doesn't seem like the most logical choice. SIGH!

Moderator Edit: Clarified subject

[SunsetRunner]

I cannot vouch for the quality but check out this page.

Video can be found here. Read the comments as well.

Note, this is not an official Fitbit solution. You assume all risk!

Good luck!

[jtbgoode]

Thanks Patruns.

I guess that is my only other option (other than spending $300 on a new tracker).  It is just frustrating that obviously the bands weren't designed to last that long (I have many watches that have been worn for several years without any wear on the band) but they don't even allow for a replacement.  Definitely some very poor engineering by FitBit for sure.

[YojanaFitbit]

It's great to see that you've visited the Fitbit Community @jtbgoode! Sorry for all the inconveniences that some of you had with the Fitbit products and I understand the frustration you are feeling. As Fitbit Surge doesn't have exchangeable bands, we coudn't offered you that option. 

I know that you might be questioning about the quality of Fitbit but, I assure you that we test our Fitbit before releasing them to the market and we expect the highest quality in our products and services. As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. As @Pete9288 mentioned, the warranty is 1 year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is 2 years from the date of purchase.

Thanks a lot for the suggestion @SunsetRunner!

Catch you later. 

[jtbgoode]

Thanks for your response Yojana;

The surge is actually my 3rd Fitbit and in general I have been happy with them, it is just frustrating that we decided to go with one of the best Fitbits and the device itself works fine, but a design flaw in the band makes it unusable and there are no options from Fitbit for replacement.  Most companies would admit from the number of complaints regarding issues with the band that there is an issue, redesign the band and give existing customers an option for replacement, whereas the standard response from Fitbit is "oh, you are a few months out of your 1 year warranty, too bad".  Obviously, those of us impacted will start searching for a new fitness device and based on this experience, will definitely be considering other options, just seems to e a somewhat short-sighted response from Fitbit.

[DPMac]

Totally understand this thread, I am on my 3rd Surge, for exactly this reason. and this one has the straps failing now too......time for a different product!

I pulled one of my old ones apart to see why the straps aren't interchangable - it appears the base continues into the strap a little and is glued to the rubber with some of the electronics under here too.

Seems like quite a common failure reading various forums

[YojanaFitbit]

Hi @DPMac and @jtbgoode! Hope you're doing great. Thanks for getting back to me! Well,  I understand your grievances and that's why I wanted to explain to you that we don't have the option to change Fitbit policies or warranty options. Nevertheless, I will definitely pass all this feedback along; we do take all of your feedback seriously. Thanks for sharing! 

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

I'll be around!