suge band feedback

[bankerjg]

I purchased my Surge  tracker back in November 2015 from Sports Authority.   6 months after my purchase, the band started to bubble and began to crack from the screws in the back.. I called C.S. ( May 2016)  and they sent me a replacement tracker.    However, when they provided me with the replacement tracker, they specifically told that they would not provide any additional replacements after this replacement once the year warranty is expired ( from the original tracker device purchase date- not the date of the replacement tracker was delivered).  At that time, this really did not bother me due to the fact that I had purchased  an extended warranty from Sports Authority.  What I did not take into consideration was that Sports Authority was going to end up in Bankruptcy where my extended warranty was no longer valid.  And the same thing happened to my replacement tracker ( bubbling of the band) a few months back.   When I called in to C.S. today to inquire on a replacement tracker again, they told me that the tracker was no longer under warranty.  And the best that they could offer me was a 25% discount on a new tracker..  They also pointed out that the discount can  be applied to any other tracker available ( for the next 30 days)  as the Surge had been discontinued.  You obviously  don't need to be a rocket scientist to figure out the reason why they discontinued this product as it was never a good product to begin with. All the blogs online reference over and over the same issue with the bands.  Given everything that I have experienced these two devices ( poor quality), it  would be foolish on my part  to invest  any additional dollars on any Fit Bit   product,  regardless of the measly 25%  discount being offered for a replacement tracker .  The product has always been flawed from manufacturing and they are  clearly hiding behind the 1 yr.  warranty period expiration ( even when you request a replacement tracker)  even though there are countless reports on blogs and forums online of this same issue occurring over and over again.  They obviously  do not stand  behind their products.   Very disappointed with this company and their products.  So I will never buy  any of their products ever again.  Fool me once,  shame on you, fool me twice, shame on me.     

Moderator edit: Subject for clarity

[YojanaFitbit · Accepted solution]

Hi @bankerjg! Thanks for stopping by! Thank you for your participation in the forums!

Sorry for the issues you're having with your Fitbit bands. Fitbit is always trying to provide great products and customer experience, that's why they offered you that option since the Surge is out of warranty warranty. I know that you maybe 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.

Each scenario is different, but if they didn't offer you a different option; must be because they don't have it. Nevertheless, I really appreciate your feedback; this is the best way to make your voice heard. Using a discount to get back on track with the same or a different tracker, it'd be a good option for a person that is considering staying in the Fitbit family. If it is not your case, sorry you feel this is enough but this is an option that Fitbit gives as something extra, since most of companies don't have options after the warranty ends.

I understand you've invested in the Fitbit Family; however, Fitbit 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.   

Thanks for your understanding.