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Fitbit surge screen went blank

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‎10-24-2016 20:09

‎10-24-2016 20:09

My Fitbit surge screen went blank. The first time was within warranty period and it restarted with a reset (holding down 2buttons)... This time it is out of warranty and will not start with the reset. I'm pretty upset.i tried trouble shooting with customer service. The customer service person I spoke with told me I'm out of warranty and I should keep playing with it to see if it restarts. I was on the phone about 50minutes and he told me he would have to end the call. Considering the surge was $285, and I had previously called about this problem when it was in warranty, and this seems to be a problem that many people are having with the surge...Fitbit should offer a better warranty or replacement... I feel cheated
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‎10-25-2016 07:47 - edited ‎10-26-2016 08:53

‎10-25-2016 07:47 - edited ‎10-26-2016 08:53

Hey @Stephy79! It is nice to see new members around! Woman Very Happy I'm sorry to hear that the screen of your Surge is not working, even after you took the time to troubleshoot it with Fitbit Support. I totally understand where your concern is coming from. Our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase. In this case, because your tracker didn't meet these warranty conditions, we offer a courtesy discount of 25% good towards the purchase of any tracker. However, I really appreciate your feedback in regards to improve our Fitbit trackers. In addition, please take a look into our warranty policies if you have questions. 

 

Let me know if you have comments, I'll be glad to help you out! 

Heydy | Community Moderator, Fitbit
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‎10-25-2016 08:13

In response to HeydyF

‎10-25-2016 08:13

Hello,

 

I was not offered 25% discount when I spoke to customer support.  At this point I would not purchase another fitbit product if it is going to break so quickly.  The first time I had this problem was within the first year when it would have been under warranty.  I accepted the restart as a solution because I thought Fitbit would stand behind their product if it happened again.  Considering the number of people complaining of their fitbit Surge screen going blank, has Fitbit looked into the problem.  I would not expect that such an expensive product would break so quickly.  It has not been overused, in fact, I do not use the watch regularly enough (you can see that in my fitbit account).  I am very dissapointed.

 

-Stephanie

 

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