GPS Issue with Surge

[jvsmoke14]

I received a replacement Fitbit Surge on May 12th (less than 1 month ago). The times that I've used the Run feature on it it will intermittently work and then it doesn't work. I'm not blocked by any buildings trees or obstacles at all.

I just got off the phone with their Help Department and because my originial Fitbit was out of warranty they offered me a 25% off of a new purchase. What the heck?? This is a supposed brand new Fitbit that you sent to me. According to your Technician this Fitbit is defective and because my original Fitbit is out of warranty, I have to purchase a brand new one.

Is there anyone who can give me any suggestions on what to do?. I've always loved my Fitbits, but now I'm so angry that I won't recommend a Fitbit product to anyone ever again.

Thanks.

[PureEvil]

Hello @jvsmoke14,

Welcome to the community, though sorry it's under these circumstances.

So a couple of observations...

First, you didn't necessarily get a new Fitbit according to their return & warranty policy:

"If a hardware defect arises and a valid claim is received by Fitbit within the Warranty Period, Fitbit will, at its option and to the extent permitted by law, either (1) repair the Product at no charge, using new or refurbished replacement parts or (2) replace the Product with a new or refurbished Product."

And thus your replacement wasn't necessarily a new device.  Additionally, keep in mind that the warranty extends to the date of purchase (their policy is very explicit about that), and your replacement device (whether new or refurbished) does not have a full one year warranty of its own.

That said, I would contact support and stress that the replacement device was still malfunctioning when you got it (on May 12th), and I would give them specific times of activities (see your activities page) to illustrate the point of the malfuntioning GPS.  They should be able to see your activity.

Second, if you purchased your device with an American Express, they extend the warranty of most purchases by an additional year.  So you can not only get your Surge replaced at no cost, but potentially for less than you originally paid.

I hope this helps.