My Fitbit Surge's display, battery and LED lights are not working properly

[BlackFeather]

I got a fit-bit surge a few days back.. It took these many days to realise that few of the things I noticed where I guess some defects..

1. My top right button doesn't click but at times works....
2. It vibrates often while its charging
3. It takes around one hour to charge. While using on the second day battery drains very quickly.
4. Even though its connected to phone the watch doesn't notify me.. But those messages are there in my tracker.
5. The buckle plucks out the hair on my hand.. Or is it an allergy.. Cause it is like fully red like rashes and slightly brushed..
6. The intensity of the green LED aren't bright at times even when there is full battery...
7. Is there any method of removing the watch to reduce the risk of the band cutting.
8. Isn't it supposed to be water proof.. But at times when my sweat falls on the screen its ends/pauses sessions.

Moderator edit: subject updated for clarity

[TarinFitbit · Accepted solution]

Very welcome to the Community @BlackFeather is nice to have you here and also on the Fitbit family!   Let me try to help you with your inquiries.

1. For your top right button: I recommend to clean your tracker carefully with hand sanitizer and a tissue or a cotton swab dipped in rubbing alcohol. Dry your tracker thoroughly, then charge it again. (If the cotton swab is unable to remove debris, you can also use a toothbrush or toothpick)

2. Your Fitbit Surge should vibrate once start charging. However if the vibration is a while after, I recommend a Restart. 

3. Fitbit trackers take around 2-3 hours to fully charge. However, battery life is affected by settings and the actual results may vary. Take a look on this article "Battery Shot Life" 

4. When you receive a call or text, Fitbit Surge vibrates and a banner appears at the top of the screen for 7 seconds, after which a relevant icon in the upper right corner of the screen remains.

5. I used to have the same issue, the buckle plucks out the hair on my hand. However, if you see a rash on your wrist please take a look on this article "Ware and Care"

6. The fact that the green lights aren't bright all times is normal and is because of the flashing.

7. You can use the tips on number 5 

8. All Fitbit trackers are water-resistant, which means they are rain-proof and splash-proof and can stand up to even the sweatiest workout.

I hope this helps @BlackFeather, please let me know if I'm missing something! 

[BlackFeather]

Thank you, most if it helped me..
The buttons feels much better now.. Its function is normal always responsive.. But still I don't get that satisfaction of clicking like other 2 buttons..
I got to know about low brightness one.. If I don't wear it.. For checking it is some low brightness led.. Once I wear it.. The light becomes very bright..
I used this nail Polish remover..

[BlackFeather]

Thank you moderator.. For taking your time in helping me..

After seeing other posts I noticed that my wrist band is also slightly peeled off.. Not much trouble. What would you suggest me to do.. If it completely comes out

[BlackFeather]

Well this sucks.. After the alcohol dried, the button is stuck again

[BlackFeather]

Can you evaluate the battery life for this usage..
Normal usage
Night I switch off backlight
One 15-20 min workout session..
1 alarm at 9:30 evening..
Notification is on. But never connected to phone. Keep connected everything and rest options are off
Synced morning at 6:30 and 11 in the night.
No music control. And nothing else..
Quick view is on.
On an average how long should this last..

It takes around 50 min to charge to 100% but I let 5min to trickle

[TarinFitbit]

Hey @BlackFeather is great to hear that my info helps you  ! However, if you are still experimenting issues with your trackers's battery, the button and also the wristband, I recommend Contact Costumer Support, they will be more than happy to further investigate this issue and get you back on track.

Keep me posted! 

[BlackFeather]

I called the customer care they emailed me to send some pictures.. They told I am eligible for replacement, so they asked me a demolish photo for surge. Which I did with deep regret. And sent a photo to them, I am awaiting for a reply for them.

And I am using the cut tracker just like that to count steps and cals etc carrying it in my pocket.

I really wish I could get a replacement of blaze, cause I really wanted that. But shop was out of stock and forced to buy surge.. And after all this trouble, I don't think this can happen again in blaze, cause the tracker is a separate module. Plus it saves 50$. And they are shipping me black which sucks..-.-

[BlackFeather]

@TarinFitbit

[TarinFitbit]

Hey @BlackFeather thanks for the update! I'm happy to hear that they are going to send you a new Fitbit Surge.

I think that for fitbit.com purchases costumer service can do the following:

- Exchange your tracker for the same model in a different size or color. Unfortunately they are unable to exchange trackers for different models (for example a Charge for a Charge HR)

- If you want a different model, return the tracker you have, prepaid, for a full refund issued to the credit card on file. With your refund you're welcome to make any other purchase on fitbit.com.

- They accept exchanges and returns for 45 days from the date of purchase.

If you didn't purchase your tracker from Fitbit directly:

- You'll need to contact the retailer about returns and exchanges, because they can only exchange or refund items purchased from fitbit.com.

- If you received your tracker as a gift, please reply with the serial number on the box. This determine if the tracker was purchased on fitbit.com. If so, you'll be eligible for a size or color exchange.

However, let me share with you the Fitbit Warranty Policy.

I hope this helps!