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Disappointed with Surge

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‎01-20-2018 06:27

‎01-20-2018 06:27

I originally bought and started using a Surge in November 2016. I started having issues with it a few months later and finally requested help with it about seven months later. The strap was breaking away and became unusable. I contacted Customer Services, and after numerous emails going backwards and forwards, they decided a replacement was in order.

I received my replacement, which I appreciated, but this has also developed issues, in that it refuses to sync and has a problem with the battery, which only lasts about a day at a time. Sometimes, the tracker will sync if I switch it off first - which I ended up doing numerous times a day. I contacted Customer Services again but, obviously, the tracker is now a couple of months out of warranty!

I really am not happy with these trackers. They are very expensive items and surely should last longer than an average of about 6 months each!

I have not had a satisfactory reply from Customer Services. They originally implied that it should be replaced but now have decided it is out of warranty so they won't! 

Why would I recommend these trackers to anyone? There seem to be so many issues with them. I am really disappointed as step-counting, etc. became a great habit to get into and I enjoyed competing with friends!

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1 REPLY 1

‎01-20-2018 11:42

‎01-20-2018 11:42

Hey there, @sunbeater! Thank you for participation on the Forums! Smiley Happy

 

I completely understand the frustration that you are feeling and I truly appreciate you took the time to share this in the Community. I assure you that we take into consideration all the input received from our users and let me tell you that our main goal is our customer satisfaction and make the best fitness trackers ever.

 

One more thing to mention is that you can always read the Returns and Warranty policies from Fitbit so you can have a better understanding of the response our Support Team provided. Fitbit as any other company have policies to follow through.  And while customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

 

Thanks again for sharing your feedback.

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