I'm About Returning my Surge.

[Paladin07]

I just purchased a Surge in the last days and was extremely excited about it as my first wearable device. Now that I am on the fitbit community site and reading all of the various customer issues/problems that are being reported, I am starting to have buyers remorse. The retailer where I bought my Surge will allow me to return in within 30-days of purchase. So, I will have no problem with returning it.

I would be extremely appreciative if other Surge owners could provide me with their feedback/thoughts about the product's accuracy of reading heart rate and monitoring sleep patterns. Also, could anyone tell me if any of the various reported Surge issues can be fixed with a downloadable software update from the company? One other poster recently inquired about this too. Thank you!

Moderator Edit: Content and subject for clarity. 

[Nolander · Accepted solution]

I have been wearing a Surge since Christmas (flex and charge before that). The HR monitor had been very accurate, as well as steps, exercise detection, etc. In other words, everything has been working fine, as was the case with my other FitBit products. Don't forget, forums like this is where you will read about all the problems and complaints. People without problems rarely post about it, they just use their devices. If you like your Surge, just wear it and enjoy it. If for some reason it does develop a problem in the future, I have found that FitBit customer service to be quite excellent.

[Paladin07]

Thank you Nolander! I appreciate the feedback. And, I do recognize that many on this forum will predominatnly report product complaints. I wish there was a way to know if each person has a resolution or not. And, I wonder if some issues are user error or not. I just don't want to think that I paid $250 for a product that isn't going to perform they way it was advertised. You would think that fitbit product development and or their data scientists (they do have them) would be able to easily quell all these concerns with hard data and beta user testing with actual users.

[chris2121]

I would say it all depends how you will be using your Surge and your level of expectations.  

Mine does work.  It's a useful motivational device.  But it isn't without faults.  In some circumstances there are problems with HR accuracy.  These might not be an issue for you.  

Customer services have been pretty good.  I'm now on my third (second replacement) in 7 months.  

[Paladin07]

Thanks for the feedback chris2121! I appreciate it.

[Paladin07]

Just curious - Why did you have to replace your unit 2 times? Thank you!

[chris2121]

The first one had a problem charging.  I suspect the problem was really the cable.

The second replacement was to fix syncing problems.  

[lisamsimpson]

I love it for running. The GPS and HR monitor are the reasons I bought it and it seems accurate. But when I use it for Soul-Cycle, it doesn't appear to be accurate. I have never done any cardio workout in my life that was so challenging, but the calories I burn seem really low when compared to running. A 45 minute class, where I can barely breath half of the time only burns around 220 calories. That doesn't seem possible. But to be fair, I have never called customer service to ask about the issue.

I wouldn't buy it again.

[Viggen]

I've had two Surges in past 12 months, both crapped out. First one lost ability to charge, followed by unresponsive touchscreen. Replacement Surge started to get moisture under the screen (even though never wet, never in shower, rain, etc..., only sweat from workout). Very quickly touchscreen unresponsive. Third Surge (second replacement) arriving in a few days. I asked customer rep if any quality improvements had been made, she couldn't name any -- so I imagine this third Surge will last 4-6 months before dying.

The upside is customer service is good, downside is quality control doesn't seem to be getting any better. I'm assuming everyone ends up getting a replacement because I've purchased Surge for other family members, they have had theirs replaced also.  

Why do I stick with it? One, because I spent $250 and a watch should last several years; Two, I prefer the Fitbit app.

[Viggen]

BTW, re: heart rate accuracy, walking and running very accurate (as is GPS), although if I'm on elliptical and using the movement arms, my Surge exagerates heart rate (for example, what should be 125bpm is recorded at 145-15-bpm) and calorie burn. Odd, don't know why.