Fitbit’s Defective Warranty Policy

I love the functionality of my FitBit Surge. I don’t love the quality of the product. In the last year, I’ve had to replace 3 of them due to the product failing in some form. All of the issues have been related to breakdown of the hardware, mainly where the band meets and is attached to the center-watch component. One time, the holes on the band simply broke.

Each time however, Fitbit’s support team would advance-replace the device with a new one. I felt pretty good about this company. They admitted the defect and stood behind their product.

That is until this last time. My band developed a bubble of space between it and the watch unit component. When I contacted FitBit, I was told that since it had been over 1 year since I had purchased my first, what turned out to be, defective, Surge, my latest one — which was 3 months old — would not be covered by the warranty.

Hi Dan,

Thanks for reaching out and providing your feedback.

We definitely understand your frustration. Please know that Fitbit has one year limited warranty, however the warranty starts with the paired date of your original tracker and will not reset from the date you received a replacement tracker. For the time being, we’re really sorry if we fail to meet ends on this correspondence. Our Team can only highlight what’s cited on the Fitbit Warranty Guide.

How we wish we can alter one single strand for you but our team doesn’t have such privilege/authority. From here, just let us know once you happen to change your mind about the said discount and we’d be happy to generate one for you.

Though we cannot calll you directly, we’d be happy to support you via phone. You can reach us at 1 (877)-623–4997. Our available hours are 4:00AM Pacific Time through 8:00PM Pacific Time, Monday through Friday. We’re also available on weekends from 6:00AM to 5:30PM PST.

We appreciate your patience and understanding for this. Please let us know if you have any questions.

Sincerely,

Jonalee P. and the Fitbit Team