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Fitbit Surge and Flex

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‎03-18-2016 13:50

‎03-18-2016 13:50

I've reported this problem before and followed the advice but it hasn't helped. Today I wore my Surge until I went to work. Then changed to my Flex (can't wear Surge at work.) Did approx 6000 steps at work. Got back to car after work and saw that my Surge (kept in glove box with iPhone) had registered heart rate for about 8 hours between fat burn and peak. It therefore registered nealry 7000 calories and 437 minutes of activity. This info I can't delete so it has ruined my calorie counting for the day and once again makes me so angry after spending hunderds of pounds on a Surge, a Flex, Aria Scales and a Charge HR for my daughter.

So then I updated the Fitbit app on my phone hoping it was that. Then the Flex, that was showing 4 lights, completely reset to zero. So today I've walked 1000 steps and have burnt 7000 calories. Getting ready to send it all back for a BIG refund.

How do I go about sending the Surge back for a replacement as it clearly is not working properly.

Any help gratefully received.

Thanks.

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3 REPLIES 3

‎03-18-2016 14:10

‎03-18-2016 14:10

@ProudDad

 

Any chance the heart rate setting is turned to 'on' on the Surge?

 

When set to on, it's always on, even when taking the tracker of and not wearing, it will continue monitoring, since not able to monitor anything and reading the 'sky', it gets false high heart rate readings constantly.

 

This setting can be changed on the Surge itself in the settings, either set to automatic so when taking the tracker of, it stops reading heart rate as soon there's no movement detected, or set to of when taking the tracker of, and back to on when using the tracker.

 

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‎03-18-2016 14:15

In response to SunsetRunner

‎03-18-2016 14:15

No the heart rate tracker is set to auto. This isn't the first time it's randomly tracked a heartbeat that isn't there. 

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‎03-18-2016 14:19

In response to ProudDad

‎03-18-2016 14:19

Feel free to contact the Fitbit Support Team (Click / Tap here to contact)

Optionally check out Returns & Warranty before contacting support.

 

Mention what you've already tried to speed things up.

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