I recieved my Surge for my birthday in April of 2015 and immediatley fell in love with it. I loved the fact that after a couple of months they added the bike feature and then 6 months or so ago added the feature where it just knew when you were on the eleptical or were running ... very cool feature. I loved feeling the tingle in my wrist when I made it to 10,000 steps most days and don't even get me started on the GPS feature, super fantastic!
Unfortunately a couple months back my tracker started counting lots of stairs that I didn't actually climb. I was receiving lots of cool badges that I didn't even earn. Not that big a deal for me but then a couple weeks later I started to not be able to swipe between screens. It would sometimes work and other times I had to tap it multiple times.
I went to the community forums and noticed that lots and lots of people were having the same issue with their trackers. I attempted to correct the issue using the techs recommendations but it didn't help. I also noticed the tech stated that Fitbit is aware of the issue and they were trying to develop a patch to fix the problem ... I kept putting off calling and then this past week the swipe screen totally locked up and the screen started to look like a spiders web. (The watch has never been wet, other that sweat and never been dropped or otherwise compromised)
Amazingly it still tracks steps and heart rate but the only way to see these is on my computer, so when I'm actually running there is no way to see where my heart rate is.
My call to custumer service was answered by Cindy. She was very pleasent and was aware of the many people having issues with the swipe feature on their trackers. I knew my watch was a couple months out of waranty but was hoping that if I sent it in they could fix it at my cost ... nope, "Nothing we can do for you" Cindy said. I asked her why if so many people were having the same issue that Fitbit didn't put a recall out on their product or at least offer some solution for those of us slighly out of warranty. Her solution ... "Buy a new one" that's right "Buy a new one"!!
My wife spent over $250.00 for a watch that lasted just over a year and now I'm supposed to spend another couple hundred to get a new watch with no guarantee that the next one will last any longer.
I guess what makes me the maddest is that so many people have had the same problem with their watch and Fitbit knows about it and cannot offer a better resolution to what was once one of my favorite birthday presents ever.
Great watch, poor company for not supporting its product.
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Usually those swipe and display issues gets fixed by performing a restart, have you tried that? (check @SunsetRunner's steps on that post). You can also try to turn off the Surge (from the on screen settings) and then turn it back on if possible. Also, call again, talk to another rep, maybe you can get something better.
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