surge wristband and customer service

[candice.thomas]

My Surge wristband bubbled and pulled away from the watch face - this happened while it was still under warranty. I received an exact replacement, which about 6 months later is doing exactly the same. The strap on the replacement is about to break. The watch is still under warranty, but as they have stopped making the Surge there are no small replacements' and I am being forced to accept a Large Surge as my replacement. I find this unfair, as a large surge is going to be way to big for my wrist and seeing as it needs to be in contact with my skin to read my heartrate, it isn't going to work. I spent a lot of money on this watch! Customer Service has been extremely unhelpful. And I am amazed at how many people have had similar issues with their straps. Don't see the point in having a large watch that isn't going to work for me - would rather they just refunded me my money so I  can buy something else. Something that it is going to fit me. It will definitely not be another fitbit. Worst buy ever!  

[YojanaFitbit]

Nice to see that you're digging into the Forums @candice.thomas, let me give you a warm welcome to our Community. 

Sorry about the inconveniences during the replacement process. Thanks for getting in touch with our Support Team and for placing your comment here, I noticed that they already provided you with an alternative solution. Glad to know that you'll be back on track very soon!

Thank you for your understanding. 

[kirbys]

Hi i'm having the same problem as the OP

[Rich_Laue]

Amazon has repair kits for the Surge. 

[Crazy-Fritter]

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@candice.thomaswrote:

My Surge wristband bubbled and pulled away from the watch face - this happened while it was still under warranty. I received an exact replacement, which about 6 months later is doing exactly the same. The strap on the replacement is about to break. The watch is still under warranty, but as they have stopped making the Surge there are no small replacements' and I am being forced to accept a Large Surge as my replacement. I find this unfair, as a large surge is going to be way to big for my wrist and seeing as it needs to be in contact with my skin to read my heartrate, it isn't going to work. I spent a lot of money on this watch! Customer Service has been extremely unhelpful. And I am amazed at how many people have had similar issues with their straps. Don't see the point in having a large watch that isn't going to work for me - would rather they just refunded me my money so I  can buy something else. Something that it is going to fit me. It will definitely not be another fitbit. Worst buy ever!  

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I believe that is illegal. They have to honor the warranty in a way that makes you whole.....in other words they can't legally cheat you or you have legal recourse. I imagine that's why they found an "alternative" solution. Fitbit customer service used to be amazing.....I don't completely understand why it's taken such a turn for the worse?!

[YojanaFitbit]

Hi @kirbys, @Rich_Laue and @Crazy-Fritter for your participation on the Forums! Your comments are greatly appreciated. 

@kirbys Thanks for placing your feedback, I noticed that our team is already reviewing your case. Please keep an eye on your email inbox, they will solve any question that you might have.

@Crazy-Fritter I really appreciate your comments, our team check every case and every situation to give appropriate options using the Fitbit warranty. Your voices are being heard . We're actively reviewing your responses and providing feedback to our product development team.

Have a good one.