surge watshband teared

[jansen]

The December 25, 2015 purchase of watches, watch strap broken two times, in March for a bad now.

[copgrl459]

I purchased mine at the same time, and am having the same issue....

[mayera3]

I have had mine for 3 months and it did the same thing. Ripped on the back, as well as the band where it connects.

[JuanJoFitbit]

@jansen @copgrl459 @mayera3 Welcome to our Fitbit Community, hope you're doing great guys! So sorry to hear that your Surge wristbands have torn and broken. My best advice for you all, is to contact our Customer Support team so they can review your options and warranty status and you can be back on track.

Keep me posted on the outcome my friends and I'll be around! 

[CtrlAltD1337]

Yeah contact them quickly! By the time mine totoally broke all they offered me was 25% off. The surge was my 3rd fitbit and it was not woth the $250 for a year or less of use.

[HelenaFitbit]

Thank you for letting us know this @CtrlAltD1337 and thank you for the feedback provided for the Fitbit Surge. 

As you've mentioned, you've already spoken to our Customer Support team who gave the 25% discount option as per our Warranty Policies. This is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support team will be more than glad to help you further with this. 

I understand you've invested in other products from the Fitbit Family; we 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.   

Let me know if you have any questions, take care!

[CtrlAltD1337]

 Yes, but every other watch company that I can think of selling a "quality" $250 watch offers a replacment band so you don't end up with a $250 paperweight. I do understand you're a "Company" and you have "Policies", I read them before posting but thanks for the link. I also understand that I, like evey one of your customers am a consumer, and if you told us that a large percentage of our watches would break during or just after your Warranty we would likely reconsider our initial purchase, expect an extend warranty, or hope for a recall, like with your last watch. After all, the Surge is supposed to be your top of the line "Performance" watch.

  So thank you Helena I appreciate your response but Julian has already helped me out and my watch will be replaced because I already bought a replacment. My post was just to let others know what to expect, as I'm sure yours was as well, with the near cut and paste response that is in every "Broken Band" post.

[HelenaFitbit]

Thank you for your response @CtrlAltD1337! I'm glad to hear you're now back on track.

Please let us know if you have any questions and I'll be glad to help. 

PS: Have you checked our Discussion boards? They are full of fellow fitbitters like you

[RichNavy]

Had a tear very similar to the one below, interior of the band and separated from the two hex-screws that pinned it in to the face.

I just spoke with Christian (US Customer support). He did a fantastic job and I will have a replacement Surge shipping out to me soon.

Thank you so much for outstanding Customer Support!

[HSV_Joe]

I have the exact same problem with my Surge.  It must have been cracking before now but I never noticed it.  I was offered the discount.  I actually love the Surge and have had 3 Fitbits prior to this one including the Flex.  I am seriously thinking about going with the competitor that offers a very similar product that is also waterproof to 5 ATM.  Being waterproof is very important to me on vacation.  Does anyone have any compelling arguments as to why I should spend $200 on a used replacement?

[MaginB]

@RichNavy It's great to hear that you got a new Surge, now you're ready to get back on track, Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

@HSV_Joe I totally understand your frustration and the hard time that this might caused you, by any chance did you contact support? I recommend doing it so they can review your options, you can also take a look at the warranty before contacting them.

Let me know how it goes!