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Frequent resets suddenly required

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‎01-27-2017 08:28

‎01-27-2017 08:28

I've had my Surge about a year and really like it. Within the past month or so, I've noticed problems with it not counting flights of stairs or missing steps. Resetting it seems to resolve the problem though it's frustrating to be half way through the day and then realizing I need to reset it again. My concern is that the Surge went along for months without problems but now requires freqent resets. I'm afraid that means it's beginning to fail. Anyone have any thoughts on what I might do?

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2 REPLIES 2

‎01-28-2017 06:29

‎01-28-2017 06:29

Sounds like it is about to fail I would Contact Support
http://help.fitbit.com/?cu=1

 

Depending on where you are it could be out of warranty though

https://www.fitbit.com/legal/returns-and-warranty

Community Council Member

Wendy | CA | Moto G6 Android

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‎01-28-2017 06:41 - edited ‎01-28-2017 06:43

‎01-28-2017 06:41 - edited ‎01-28-2017 06:43

Thanks for taking a break from stepping @JillM! It's great to know that you really like your Fitbit. Sorry to hear about the issues that you're been having with it! Robot Frustrated

 

As you already tried the basic troubleshooting step, which is the restart; I'd suggest the same thing that @WendyB mentioned, you can contact Customer Support, so they can further investigate. They might ask you different questions about the days that it hasn't been working properly, to get the best resolution. You may reach them via email, or in a faster way via chat or calling at:

 

  • US/Canada: (877) 623-4997 from 4am to 9pm (PT).
  • UK: 0208 865 3243 from 9am to 6pm.
  • India: 000 800 100 4540 from 10am to 9pm (IST).

Keep me posted with the outcome! Cat Happy

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