My band 2 is tearing

[PhilWitt]

At least you have a store to go too. I just got my torn band back after sending it to them and received a letter stating it was excessive wear and won't be repaired or replaced.I'm very disappointing with the band quality and this response.

 

[mijacs]

My band 2 is splitting at the same location. Normal wear, nothing crazy beyond walking for fitness. Worn constantly since received in early November.

I have an appointment with the Microsoft Store Feb 10 to argue with them.

Most likely you will not have to argue. The actual store seems willing to do customer support. Just don't bother with calling into the non store warranty because they will claim it is not covered. Went through that with band 1.
Next time I am going to buy via amazon because they have good guarantees.

 

[mijacs]

Hi, I'm having the same issue. The Band is tearing right where the hard plastic under the rubber ends. From my point of view this is a design flaw. I'm a office worker and usually wear the band hidden under my sleeve so wear and tear from daily wear is non existent. However, whenever I do my body weight exercises I have to tighten the band (size m - 3-4 notches left) so that it does not slide up and down my arm when I do e.g. burpees. As far as I can see it this is to tight for the band and there is to much tension on the area where the hard plastic of the display ends.

As I am living in Germany I had to order from Amazon UK and am hoping for a refund right now. I don't want an exchange as I am sure this will happen again after a few weeks.

Now I am looking for an alternative...

Try going through amazon see if you can get a refund.

 

[pwrof3]

Just over 3 months old...MS support says not covered by warranty...

View attachment 121928

That's exactly what mine looks like. I've given up and am cutting my losses by selling it in it's current condition on eBay. I'm done with Microsoft. They really blew it on this, the Surface Book and the Pro 3/4.

 

[rlewis2737]

If you paid by credit card it might be covered by their policy.. just a thought.

 

[G Hub]

Quick update on Band 2 tear issue and the appointment with the MS Store.

They asked if it was less than 90 days since purchase and I said it was about 90 days, maybe a little over. It was probably 100 days since receipt.

They exchanged for a new band without issue.

They did offer the MS Complete coverage for $40 for 2 years. Sounded like a good deal since the band only lasted 90 days, so I purchased the coverage.

Great service from MS Store.

 

[rlewis2737]

Only 1 replacement under MS Complete though so if it tears every 3 months....not good.

 

[jbanks25]

I walked into the MS store with the same problem last month and walked out with a new band no questions asked 10 minutes later. I don't have complete coverage. It's a manufacturers defect. I wear my band daily and play hockey with it. I don't baby it, but I honestly think based on where the flexing/tearing is that it's probably wear from either sleeping, or taking it off to charge.

Side note, my wife and I went through about 4 of the original Bands in about a year for the same kind of separation just in a different weak spot. All of those were replaced with no questions asked as well.

 

[pwrof3]

I'm glad to hear they will replace for free at the Microsoft Store. I wonder why they don't do it online.
In any case, I'm going to get mine replaced and then sell it. I can't take a $15 train ride into San Francisco every three months to replace it. It is a horrible design flaw and the product should be recalled.

 

[billybuzz2]

I had tearing after 2 months. Almost continual wearing but nothing overly stressful. Bought it at Best Buy. They said I had to deal with MS directly. Went to Ms store and they replaced it no questions asked.

 

[btbam91]

Thanks for posting this. I am debating between this and the new Fitbit with interchangeable bands.

 

[JSW2624]

I agree it is a design flaw. Anyone want to open a class action lawsuit with me?

Count me in.

 

[kenryd]

The exact same thing happened to me! I take care of my band, use it for running/yoga/daily activity but nothing crazy. It just started to tear where the hard electronics end in the band a week ago. Microsoft support just returned it claiming it was "excessive damage". What's the point of a warranty again?

I pre-ordered this band because I was so excited about it, and have been telling everyone how much I like it until now. I'm getting a Fitbit next time...

 

[jlunardi]

Hi Guys, So quick story... my band had the exact same issue as reported here. I had been out on my bike on a cold morning, when I got home and took the band off I noticed a big tear exactly where the internal plastic finishes inside the rubber band part. I contacted support even sent them a photo on request and they told me to send it in. Eventually I got the band returned to me with the same letter posted here that basically its not covered.

I clearly wasn't happy; and when I found these forum threads with photo's of the exact same issue in the exact same place I replied to Microsoft asking what the next step was and that I wanted to complain and escalate the issue etc.

This morning I have received the following reply:

I'm very sorry about that, and I completely understand your frustration. There has been a recent policy in the last few days that will allow us to exchange that Band for you under your warranty. All you need to do is contact us via the Band Support page and we will be able to set that exchange up for you.
I apologise for any inconvenience caused.


Have a nice day from the Band Team. ​

So I'm now in the process of re-opening the case, re-packaging the band and sending it off for a second time, but basically if you have been told previously its not covered then it seems they have changed their policy and you should contact them.

 

[Teeceman]

I'm glad to hear they will replace for free at the Microsoft Store. I wonder why they don't do it online.
In any case, I'm going to get mine replaced and then sell it. I can't take a $15 train ride into San Francisco every three months to replace it. It is a horrible design flaw and the product should be recalled.

The exact same thing happened to me! I take care of my band, use it for running/yoga/daily activity but nothing crazy. It just started to tear where the hard electronics end in the band a week ago. Microsoft support just returned it claiming it was "excessive damage". What's the point of a warranty again?

I pre-ordered this band because I was so excited about it, and have been telling everyone how much I like it until now. I'm getting a Fitbit next time...

The inconsistency of the online customer support is one of the reasons why my new replacement is still in its box (thinking about selling it) and I'm rocking a Basis Peak at the moment. I do so love the band but it does seem to have a design flaw and I do not want to be trying to get a replacement every 3-6 months until the warranty runs out.
At least I know the hardware of the Peak will stand a more everyday use and it is so comfortable and waterproof.

 

[Briangw]

Just a FYI, I've had a FitBit Charge and Surge and both of their bands tore. So in my experience, these types of bands will eventually. For those two, I used Super Glue and it kept the tears closed. But I like the idea of Shoe Goo. Going to have to try that in the future. I just bought my Band 2 a couple of weeks ago down in the Twin Cities where I was visiting. Loving it so far.

 

[Fixxxer80]

mine is also splitting in the same way, however i don't have an MS store near me (we only have 1 in Australia and its 800k away)

 

[kenryd]

Following up on my previous post, after they sent my band back to me and refused to replace it, I contacted support again and argued that this was clearly a manufacturer's defect as I have been treating my band well, it tore at a place that is a weak point where a hard component ends and can cut the rubber, and many other people have had the exact same problem. I also linked to this forum and another site to demonstrate that this is a common problem. Well, they escalated my support ticket and had me send the band in again, and yesterday I finally got a replacement.

I'm still pretty disappointed in their support; I may just sell the new band and pick up the Garmin Vivoactive HR when that's released...

 

[robert holloran]

Im having the same issue. It happened from normal every day use. I tried to return it and they sent it back saying it wasnt covered. Ill guess ill have to go to a MS store or call their support and argue. This is BS. Ive always been a big supporter of MS products. I feel cheated.

 

[MrBlu3]

Same issue here, one side is completely torn and the other is almost half way down the side. Contacted Amazon and I'm getting a replacement sent out next day, no questions asked. This is why I shop with Amazon.