01-08-2018 05:53 - last edited on 01-10-2018 11:35 by MatthewFitbit
01-08-2018 05:53 - last edited on 01-10-2018 11:35 by MatthewFitbit
This is going to be my last week as a Fitbit user.
I bought my 1st Surge in April 2015. My 3rd and final Surge is going the same way as the previous two. The strap above the top of the watch face is peeling off, and there is a huge bubble in the strap below the watch face.
I need a device with GPS, but I am not prepared to spend more good money on an Ionic. I am totally disillusioned with the quality and reliability of Fitbit products (my wife is on her 3rd Charge).
I love the community and the support offered by Fitbit and the community, but until the quality of the products improves I shall be stepping and running with Garmin.
Good luck guys.
Answered! Go to the Best Answer.
01-13-2018 10:29
01-13-2018 10:29
Today I have fitted the new strap to my Surge, and here it is as good as new. Fitbit have offered my 25% of any new Fitbit as a good will gesture, but as I require GPS that means an Ionic which is £225 after the discount. Im gonna stick with my repaired Surge.
01-10-2018 09:13 - edited 01-10-2018 09:14
01-10-2018 09:13 - edited 01-10-2018 09:14
Hi @SunsetRunner, Hope you are doing great and enjoying some healthy activities.
Your comments are very appreciated. The change comes as an effort to improve the Fitbit experience. As always, your feedback on your experience is always welcomed! Your voice is being heard. We're actively reviewing your responses and providing feedback to our product development team.
Please consider checking the information that you will be getting via email since we'd like to keep you within the family, but we understand where you coming from. Please know that the Community is here for you and we'll keep assisting you with tips and good practices.
Thank you for your understanding.
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01-10-2018 09:23
01-10-2018 09:23
I have decided to try and replace the strap of my surge. I have nothing to loose by attempting this. Have ordered one of the straps from ebay https://www.ebay.co.uk/itm/182708778256 . Another fitbit user @splwil posted about them on https://community.fitbit.com/t5/Surge/Fitbit-Surge-Band-Issues/m-p/2388239/highlight/true#M75753
If it works then fantastic I will still be a Fitbit user, if it doesn't I will be buying a competitors product
01-12-2018 11:43
01-12-2018 11:43
Hey @SunsetRunner! We have some awesome users that are always giving really good suggestion.
If you already established communications with our team and you want to try this suggestion, you can do so! Although, I'd recommend taking in count our team response!
See you around!
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01-13-2018 08:36
01-13-2018 08:36
My Son has had this problem also, he is on his second one, and its doing the same. 😞 Spend that kind of money on and .............
01-13-2018 10:29
01-13-2018 10:29
Today I have fitted the new strap to my Surge, and here it is as good as new. Fitbit have offered my 25% of any new Fitbit as a good will gesture, but as I require GPS that means an Ionic which is £225 after the discount. Im gonna stick with my repaired Surge.
01-14-2018 08:00 - edited 01-14-2018 08:02
01-14-2018 08:00 - edited 01-14-2018 08:02
How you doing my friend @litlin89? Welcome! I'd like to help you out with this, check you PM inbox as I will be sending you a Private Message with some information. Thanks for posting your inquiry here!
Thanks for the picture @SunsetRunner, you did a really good job there, it looks as good as new; thanks for sharing.
Have a good one!
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01-14-2018 15:37
01-14-2018 15:37
I have had the same problem as you, was it simple to change the strap?
01-15-2018 00:59
01-15-2018 00:59
It was quite difficult to get the old one off. There are YouTube videos showing how to achieve it. Once the old one had been removed the new strap was just pushed into place and a reassuring "click" confirmed the strap was firmly in place. So far it still looks like new 🙂
01-15-2018 06:25
01-15-2018 06:25
How is your replacement band working out? I've replaced mine twice now, in the last six months by the way, and the darn thing just doesn't want to stay on. I love my surge, but I feel like it may be time for a different brand unless anyone has any suggestions...
01-15-2018 06:32
01-15-2018 06:32
So far so good. The way I am looking at it is, everyday I can still use my Surge is a bonus. It the strap fails I will probably move to Garmin Vivosport it has similar functionality but is quite a bit slimmer on the wrist.
01-16-2018 12:18
01-16-2018 12:18
I will let my son know about this.. Thanks
01-18-2018 09:50 - edited 01-18-2018 09:51
01-18-2018 09:50 - edited 01-18-2018 09:51
Hi everyone! Thanks for sharing you information here!
Please remember that if you're having issues with your Fitbit band it's best to check your warranty information first, our team will be happy to help. If you need me to request a new case for you just let me know!
Thanks for answering my PMs @litlin89, since our team has all your information regarding this replacement; I've requested them to create a case on your behalf so they can check your options. You should soon receive an email from Customer Support at the email you used to register with the Community forums.
Have a good one!
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01-18-2018 11:14 - edited 01-18-2018 11:15
01-18-2018 11:14 - edited 01-18-2018 11:15
I doubt i still have warranty left, but if you could check just to be sure that would be great. Thank you!
01-19-2018 05:48
01-19-2018 05:48
Well i got an email saying they couldnt find surge under this email and the case is closed. LOL LOL... it is not mine... As i had said it is my SONS surge not mine. it would not be under my email........Whatever... I dont think he will be spending money on another.. Surge is an expensive device to have the first band just fall apart and this this one is now bubbling up. Obviously its a problem with the material that Fitbit needs get fixed........
01-19-2018 11:11
01-19-2018 11:11
Where did you purchase your strap from? Mine has broken and I have purchased 2 different replacements from Amazon and cannot get either to fit.
01-19-2018 15:01
01-19-2018 15:01
I got mine from Amazon too. The last one seemed like it fit better than the previous replacement, but then one side snapped off while taking it off. I'm over it and the band to be honest.
01-19-2018 15:44
01-19-2018 15:44
Hi @VeggieJill and @litlin89! Thanks for getting back!
Our team will need some details before giving the warranty options, since they check each scenario and each situation in order to give a resolution.
@litlin89 You can follow up with the team in order to provide the information they need. Sorry for the issues you're having but in case that you want to check your options we need to confirm all those details with them.
Let me know if you have questions.
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01-19-2018 17:32
01-19-2018 17:32
I stepped away for a year and spent a ton on a smart watch. Sadly, with the exception of it's band the Surge is superior in all other areas. The battery life on the smartwatch is abysmal (less than 24 hours) with everything turned off. Finding it difficult not to go back to fitbit. Has the band problem been solved on new Surge devices?
01-20-2018 00:12 - last edited on 02-22-2018 06:58 by YojanaFitbit
01-20-2018 00:12 - last edited on 02-22-2018 06:58 by YojanaFitbit
Are you sure you have removed all the debris of the old strap, once that is done it just clips on easily. There are quite a few videos on youtube showing the process.
Good luck
Moderator edit: Word Choice