Home Button on Surge Stopped Working

[coehess123]

I have to push the home button at least 30-40 times before I can see the exercise screen.  I was able to reboot it twice and even "changed the clock display from your phone" - as suggested in another post but neither of these have corrected the problem.  

I've only had this watch for 1 year and this problem started about two months ago.  This is a physical problem with the button engaging, not a firmware/software issue.   

Moderator edit: Clarified subject.

[WendyB]

Can you take a toothpick and go easy around the button? It might have some lint or something

If it doesn't help than Contact Support
http://help.fitbit.com/?cu=1

[YojanaFitbit]

A warm welcome to our Fitbit Community family @coehess123! I can see that you already received helped from @WendyB. That's the best thing to do in this case. 

Once you've communicated with our Support Group, they will give you the best solution based in your Fitbit warranty. Please note that email interaction usually takes around 48 hours in order to get a response.

I'll be around!

[coehess123]

The tooth pick was too large to fit in the gap around the button so I used a straight pin instead.  I also used compressed air to try to blow out any lint, but the home button still doesn't work.

Thanks for the suggestion!

[coehess123]

After hitting the home button 30 times in sync with the other two buttons, the issue still exits.  I was working with Customer Care and they could only offer me a discount to buy a new watch.... I've had this one for 15 mos.   Bummer!  😞

[YojanaFitbit]

Hi there @coehess123! Thanks for getting back! Sorry about your Surge.

In regards of discount option as per our warranty policies please know that this is the best option to help you get back on track with the Fitbit family and I'm sure our Customer Support Team will be more than glad to help you further with this.

I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of  running a global business require that we enforce our warranty consistently.  You can read the Returns and Warranty policy so you can have a better understanding of the response offered by our team.

I hope this answer your inquiries and I'll be around if you need anything else. 

[coehess123]

I understand the importance of following warranty policies.  However, if a device is poorly made and only has a one year warranty, then I won't replace it with another one.   

In comparison, I used the same Polar heart rate monitor/watch for 10 years and only had to replace the battery a couple of times.  I could depend on that watch to start and work properly every time I exercised.  When it was time to upgrade to a GPS device, I switched companies or "families".   This is a decision I fully regret. 

Please inform your quality and design teams that if they are going to build a poor quality device, there needs to be a longer warranty behind it.  Once the quality improves and exceeds a customer's expectations, a one year warranty would suffice.