Not covered by Warranty

[AndyCalling]

I'm sensing a pattern...over the phone = "hard sell" and in the store = "customer is always right". That seems bitterly unfair to the majority of owners who can't drive to a local store...

​-Matt

Especially considering the closest store for much of the world is on another continent. It would be cheaper for me to buy a new device than to travel to the US and arrange accommodation and take time off work just to get MS to pull their finger out. Better to look at products by other companies. No wonder MS provided Fitbit devices packaged with Nokia phones rather than their own bands.

 

[anon(5327127)]

Microsoft has never been as generous as Apple is. Maybe that's why Apple stuff costs more. They build these things into the price.

​Now that's funny. Any kind of moisture and you're out of luck with Apple

 

[Andrew Schettler]

Just stumbled upon this while researching what was wrong with my band. I've already talked with tech support through chat online, and they were very accommodating (though I incorrectly diagnosed the issue to them). I'm sending my band in to be replaced, and I doubt, even though the issue isn't quite as described, will find it in themselves to send it back. Nonetheless, I guess I'll find out soon enough!

But the fact that support was so accommodating through chat, even though talking over the phone is the "hard sell" might be something that those far away from MS stores can look into.

 

[bigdog9586]

I beg to differ. A number of people have reported free replacement because of water. They tell you to clean the watch if stem sticks by running it under water to clean. They are even replacing watches from people who screwed them up by loading the watch beta software even though they tell you not to use and only at your own risk. Apple has always been more generous with warranty than Microsoft

 

[undisputed n00b]

Phone support is full of BS. Try to go to a Microsoft store if there is one close to you and they should replace it on the spot. If not, try contacting support again until you get somebody that knows what they are talking about.

My band died after 7 months and when I got it replaced at a Microsoft Store, I asked them if people come in often with problems with bands and they told me yes. The most common problems were screens dying and water damage from people that thought it was water proof and the battery cover peeling. They told me they replace them under warranty and they have so many people coming with problems that they have a large stock of bands on the side just for replacements.

They should replace it since its under warranty and the peeling on the battery cover is a defect. My old band's screen died, but it also had the peeling on the battery cover mildly. My new band feels different on the battery cover, as if they used a thicker coating or something and it doesn't feel like it will have the same issue.

 

[poit57]

Phone support is full of BS. Try to go to a Microsoft store if there is one close to you and they should replace it on the spot.

I took my first unit to a store because of a faulty heart rate sensor. They verified the issue by comparing the heart rate results between their demo unit and my unit. However, they told me that because I had purchased online, I had to go through customer care to set up a warranty exchange/repair.

This was in March, less than 3 weeks after receiving my initial order. I don't know if policies might have changed since inventory has become more widely available or if my local Microsoft Store just didn't know what they were talking about, but I was told that all returns/repairs had to go through the same channel as the original purchase.

 

[Daryl Arthur]

My online repair experience has been terrible also. My wife's band had a screen failure the second day out of the box, and it took 4 weeks to get it back. The screen failed again about 6 weeks later (both failures occurred while sleeping). This time the Microsoft's service site stated they had inspected the band 4 days BEFORE FedEx delivered it to them and her warranty expired in the year 1900. We received the band back 2 weeks later unrepaired with a form letter stating it has excessive external damage. It some scratches on the screen but it hasn't been dropped or wet other than from hand washing. We're dealing with the escalation team now but it's been 2 weeks and I'm concerned we might be out $200 for this thing.

 

[Derausgewanderte]

sorry to hear you have such terrible experience with support. I am on my third replacement band and never had an issue. They asked me to send pictures and voila replacement process started. Typically a few days and I had my replacement back. This with the MS Complete Extended Service Plan (~$20).
​

 

[bksalt]

Im on my 5th replacement which just failed and I'm waiting for the second generation to come out before I turn this one in never a problem getting replaced

 

[Krystianpants]

My MSB was a Xmas present and have worn it every day since. I workout 5~6 days/wk and have been on my wrist almost all day, except when charging.

I don't have any of the issues as shown in the images by OP, and I do clean MSB with foam hand soap and water 1~2 times/week by running it under the faucet.

Yes, there are some scratches to the face/frame, and just recently, I've picked up a real scratch to the glass display. I got careless and scraped it on stucco doing yard work, but its hardly noticeable.

My sense is that some people's skin/pH balance causes more damage than others. This is very common amongst leather watch straps. For some, a strap last a very long time, whereas for others only few months. Its all a type of chemical reaction.

It would be a mistake, I believe, to over generalize few examples as a predictable outcome for everyone.

Last, need to set the life duration expectation for fitness bands. If it last 12~18 months (my criteria), then it met its lifespan expectation. I realize OP's Band is only 6 months so there is a problem - I agree. But its only $200, and not $500~$600, like Apple Watch.

I have not been too interested in AW, because I have a watch that I like and has a sentimental value that goes with it. Its a jewelry watch that cost few thousand that we bought on our honeymoon in NZ years ago. That said, when it breaks, I'll probably get whatever generation AW then, with an intension to replace it every 2~3 years, like I do with iPhone.

Some people have high sodium content in sweat. Could be diet, kidney issues, all sorts of things.

 

[Derausgewanderte]

Some people have high sodium content in sweat. Could be diet, kidney issues, all sorts of things.

Or poopy fingers. Lol, nice nickname

 

[onysi]

I'm gonna trade mine when band 2 is announced and sell it. Mines pretty shifty looking now.

Just break it physically. They'll do it

 

[wrm1]

For those wondering what a Band might look like after 6 months of normal use, this is mine:

Called the support and they won't repair this under warranty. Apparently peeling covering and batteries starting to pull away is not covered...

View attachment 106291View attachment 106292View attachment 106293

They said the same to me. I got some plumber's tape and wrapped the batteries. It turned out kinda cool. I figure duct tape would work also...and provides for even more configuration.

 

[mijacs]

I was told to try the local store because Microsoft band support probably would not take it. Thankfully the store replaced it. (I had the extended warranty)

 

[Joe Hernandez1]

I got my Band in January, by the beginning of June I was experiencing the same issue with peeling. Took it in to the MS store and within 30 minutes walked out with a new one covered under warranty. It is now the end of August and the replacement is also peeling, but not bad enough to exchange it again. I work out 3-4 times a week and clean is with a damp cloth shortly afterward. If the warranty period is 12 months then the device should be engineered to last at least thru the 12 month warranty period. At this point I am hoping I can keep swapping them out under warranty until I get at least 12-14 months use out of my $199 investment. By then I hope that MS has either resolved the issue or come out with an updated (presumably more sturdy) version. Otherwise I will be looking elsewhere where a new device. From my experience the band is only holding up for 4-5 months.

 

[littlebib]

I actually just got a replacement for mine - corrosion by the charger and peeling plastic. I walked into the MS store, showed it to him, he asked the size, grabbed a new one with a screen protector and rang it up. I was in and out of the store in less than 5 minutes. He didn't even ask who I was or when I bought it.

I inquired about that and he told me that they aren't being pushed for sales of it and that they were just swapping them out to make the customer happy.

 

[EMitchell]

I actually just got a replacement for mine - corrosion by the charger and peeling plastic. I walked into the MS store, showed it to him, he asked the size, grabbed a new one with a screen protector and rang it up. I was in and out of the store in less than 5 minutes. He didn't even ask who I was or when I bought it.

That was my experience exactly. Walked in, showed them the band, they asked what size, and handed me a new one + screen protector. They even took the time to put the protector on, messed it up the first time, so grabbed another protector and put it on. No questions asked.

 

[Narr]

I'm in the UK and noticed the bubbling on the battery covers over the weekend, after chatting with online support I've set up an exchange. This was all quick and painless so it's sad to see they are being inconsistent with any issues.

 

[Ian_Superfly]

I'm in the UK and noticed the bubbling on the battery covers over the weekend, after chatting with online support I've set up an exchange. This was all quick and painless so it's sad to see they are being inconsistent with any issues.

How did you "do" this?
My girlfriends Band was bought in UK (but we live in Sweden) and battery covers are bubbling/losing chips of material.
Do you have a link to that "online support"?

Thanks in advance!

 

[Daniel Heinrich]

Bubbling around the charging port has been started.

Reported that to Amazon UK (I'm from germany), where I bought it (april). Free replacemant Band is on it's way. When it arrives, I just have to send back my old one.