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My Surge fell apart

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‎11-02-2017 10:43 - last edited on ‎11-02-2017 12:41 by Fitbit Moderator

‎11-02-2017 10:43 - last edited on ‎11-02-2017 12:41 by Fitbit Moderator

Got a surge as a present last year. Fell apart and it was replaced. The new one fell apart too and don't know if they'll replace it a second time. Any help would be appreciated.

 

Thanks

 

Moderator Edit: Clarified subject

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9 REPLIES 9

‎11-02-2017 11:22

‎11-02-2017 11:22

@reilley1 wrote:

Got a surge as a present last year. Fell apart and it was replaced. The new one fell apart too and don't know if they'll replace it a second time. Any help would be appreciated.

 

Thanks

If you're within the 1-year window, they should replace it.  I had mine replaced twice.

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‎11-02-2017 12:26

‎11-02-2017 12:26

See if you can get them to replace it with the new Ionic, seeing as how it now looks like the Surge won't be getting any updates and is now obsolete.

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‎11-02-2017 12:29

In response to SunsetRunner

‎11-02-2017 12:29

@SunsetRunner wrote:

See if you can get them to replace it with the new Ionic, seeing as how it now looks like the Surge won't be getting any updates and is now obsolete.

By all accounts, there will be no replacements of damaged Surge trackers with the new Ionic.

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‎11-02-2017 12:57 - edited ‎11-02-2017 13:03

In response to shipo

‎11-02-2017 12:57 - edited ‎11-02-2017 13:03

@shipo wrote:
@SunsetRunner wrote:

See if you can get them to replace it with the new Ionic, seeing as how it now looks like the Surge won't be getting any updates and is now obsolete.

By all accounts, there will be no replacements of damaged Surge trackers with the new Ionic.

I know, but can't hurt to ask. Maybe if enough people ask, Fitbit will get the hint that people who paid an arm and a leg for a top of the line fitness tracker deserve one that works as well as expected, and is supported by regular updates that improve the user experience while implementing relevant features by utilizing the hardware and sensors already found in the device. The Surge is now lagging behind Fitbit devices that are half the cost, only because Fitbit is CHOOSING to not allow Surge users access to the implementations and features.

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‎11-02-2017 13:26

In response to SunsetRunner

‎11-02-2017 13:26

Sadly this was my second try at a Surge. After the first one disintegrated, I was given another one that also fell apart but was told that I needed to pay for a replacement.

I received the one after this as a gift, it fell apart and was replaced only to have it fall apart also.

By reading this forum, I can see it is a BIG issue and surprised that Fitbit did not address the issue other than by discontinuing it which does me no good.  

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‎11-02-2017 13:36 - edited ‎11-02-2017 13:37

In response to reilley1

‎11-02-2017 13:36 - edited ‎11-02-2017 13:37

@reilley1, I used a Surge between the spring of 2015 and the fall of 2017, and while I had several issues with the physical device regarding band wear and resistance to water, I loved the functionality and the software interfaces.  The latter point is why I opted to swing the bat and buy a new Ionic (which is effectively a much better looking Surge on steroids) versus venturing over into the Garmin or Apple camps (and if you hop over to the forums related to their devices, you can see they have plenty of issues as well).

 

My take is the folks at Fitbit learned a lot from their Surge experience and crafted up a new device which deals with most of the environmental vulnerabilities of the Surge.  Yes, there are a few bugs in the software of the new device, but software bugs can be fixed remotely.  🙂

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‎11-02-2017 16:13 - edited ‎11-02-2017 16:13

In response to shipo

‎11-02-2017 16:13 - edited ‎11-02-2017 16:13

Understood and thanks for the info, but nevertheless this is basically $500 down the drain on what by this forum is a known defective product.

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‎12-05-2017 08:14

In response to shipo

‎12-05-2017 08:14

@shipo wrote:

Yes, there are a few bugs in the software of the new device, but software bugs can be fixed remotely.  🙂

Your point is not valid if they choose to not remotely fix things, or implement things, as they are choosing to do with the Surge. 

The Surge could do everything the Ionic can do, if they chose to update it.-- Instead, they left all of the Surge users flapping in the breeze, just as they're going to do to all of the Ionic users.

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‎12-05-2017 08:50

In response to SunsetRunner

‎12-05-2017 08:50

@SunsetRunner wrote:

The Surge could do everything the Ionic can do, if they chose to update it.-- Instead, they left all of the Surge users flapping in the breeze, just as they're going to do to all of the Ionic users.

Ummm, no, not even close; the Ionic has many times the memory and MUCH more processing power than the Surge.  There is absolutely no way for the Surge to be able to gain the full functionality of the Ionic.

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