Blue Light - Fitbit Specialist Support?

[jvan]

So, bright blue light appears on face of Surge. I use chat to try to solve issue. It takes almost 30 minutes for me to verify with a picture that problem is occurring and for support to suggest I restart my Surge. That was the only suggestion (and was something I tried before I call). Support then said problem is beyond what they can handle and that I have to be turned over to a specialist, and I say fine. Then they tell me that a specialist will be emailing me. I say no, I want to discuss problem with someone directly. Am then told  that specialist are trained to only work with email. What gives Fitbit? Why can't a customer talk to someone that can handle a fairly standard issue? Since when is it a good idea to go from a strong two-way communication tool (chat) to a weak one-way communication tool? Still no email. Please help?

[VF31AE3]

@jvan Welcome to the world of FitBit. Contact Customer Service again. You will most likely get a different person. Re-explain your Surge's  problem and what you've tried to fix the problem. If they can't help you, you're entitled to a replacement (if it's within the warranty period). If you still don't get satisfaction, contact a moderator to help you out. Best of luck.

[jvan]

Contact customer service again? I was promised that a specialist would contact me within 24 hours. Think I would prefer to wait for that response before going through the Fitbit customer service chat hell again. Thanks for the suggestion though. 

[jvan]

Update: After almost 24 hours I received an email from a "specialist", which asked me to sync my tracker to see if that would fix the problem. I synced it, and of course it did not fix the problem (as it has not fixed it the last 3 times I tried this). The message then said if that did not fix the problem they would check the warranty options for me. Since my Surge is over a year old i suspect they will just tell me I am out of luck. What a great business, sell an expensive item to a customer,  then tell them they need to buy a new one when a little blue light mysteriously turns on. If I was a conspiracy theorist...

[Muzeek]

I am having a problem with my two day old Surge, they have promised a replacement, but I want a refund, the screen is too dark for me.

[YojanaFitbit]

Hi @jvan and @Muzeek I'm glad to see you here in the Forums, your comments are very important for us! @VF31AE3 Thanks for the tip! 

@jvan I've checked your case with our Support Team and apparently they already solved the issue for you! I'd like to know if you need anything else. 

@Muzeek If you need information on how to get a refund you need to contact the retailer directly (most of the time you can see the return information on the receipt) or I can request a case in your behalf, so our team can give you more information about our Returns and Warranty policy if your purchase your Fitbit through Fitbit.com Store.

Keep me posted guys!