Wriststrap is separating from the watch.

[Richardsmith272]

My fitbit surge was a christmas gift to myself.  For sometime now the strap is bubbled and pulling away from the watch.  in fact the whole top of the watch strap is a big bubble separated from the metal under.  I understand the watch is still under warranty.  However, does that mean that it would only be replaced by another watch of the same poor quality construction.  I paid 299 CDN for it (plus taxes) and it is a shame that it is such poor quality.

Would the watch be replaced by a newer version or with the same low quality construct that I have now?

Its a lot of money to pay for a disposable watch.

People ask me and frankly I don't know what to tell them.  It seems a common enough issue with loads of people.  And considering that only a small percentage of customers vocalize complaints I am sure that it is a HUGE issue.  What can be done outside of sending me another poor quality product that I paid high quality dollars for?

[SunsetRunner]

Fitbit does replace with a tracker of the same model when decided, there's no upgrade options available. It's possible to contact the support team, when getting a replacement, selling the tracker on a second hand website.. and use the money towards getting another tracker like the Fitbit Blaze, the blaze also has heart rate monitor, has exchangeable bands, a coloured screen, fitstar exercises on the tracker and much more.

Feel free to contact the Fitbit Support Team: India | United Kingdom | United States

Optionally check out Returns & Warranty before contacting support.

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When desired, it's possible to add your vote / comment to @jball40 's suggestion on the Feature Requests subforum:

https://community.fitbit.com/t5/Feature-Requests/Trade-in-Upgrade-Program/idi-p/628830

[AndyCork]

Have the same problem Richard.. I have contacted Customer services and await a reply..Not sure if I have the reciept as i didnt expect this problem. I like the suggestion from the other user re the other model, but guess that is more expensive, although i note that the strap is replacable .  Perhaps this is the only option for Fit Bit'  will be interested on how you get on, even  though you are across the water and I in Ireland !    Andy  Cork, Ireland

[AlvaroFitbit]

@AndyCork Welcome to our Community! You could try adding your tracker's pictures to your contact and if you purchase from an online retailer you could request them to send some proof of purchase via email so you can have this if supports request the information.

Let me know how it goes!

[JCMeg56]

I'm having same problem -- for the second time in less than 1 year!  Pathetic.  I'm an angry consumer.  Will not purchase another product from fitbit.

[AndyCork]

Sorry to hear that JC. It is a major issue which they need to sort out ! I received a replacement from them which so far has not had the same problem yet.but it does affect your confidence in the product very much so.   All the best

andy Cork 

[fourwdtragic]

Hey Alvarofitbit

I'm in the same predicament except my surge was already replaced once and now that my retailer in Australia (Dick Smith) closed for business I have no one to turn too.

i love my Fitbit I've had over the years and feel this is a glitch but not sure what to do.

i have sent an email with photo of issue.

Surely there has to be a way we can pay a little extra to upgrade in order to get away from repeat issues??

[GeerDad]

Mine was replaced already, too, and now the replacement is doing the same thing. I'm told by the live Chat agent that because I'm beyond the original 365 days from purchase, that I have no more warranty. Offered me a 25% discount on purchase of a new fitbit.

Time to move on to another brand, I think.

[AndyCork]

And now mine too. A SERIOUS design error I think. A shame a great
Product

Sent from my iPhone

[AndyCork]

And now mine too. A SERIOUS design error I think. A shame a great
Product

Sent from my iPhone

[gjpelkey]

Welcome to the world of the surge defect. There are many of us.

[Kkol]

Time to move on! The American way of disposable products, if you have had it for more than a year we will not give you a warranty band but will offer you a 25% discount on another unreliable product. VERY DISSAPOINTING

[VF31AE3]

@gjpelkey; @AndyCork; @GeerDad If you want to keep using your Surge until it "really dies." Amazon has aftermarket replacement bands and YouTube has "how to" videos. I would watch the video first to see if it's something you or a friend are willing to undertake. Just a thought.