My Surge under counting my steps

[Sheldon1682004]

I have been using my Surge (it is a Christmas gift) for more than 10 days.  Unfortunately it has not been able to count my steps right, not a single time.  For example, yesterday I walked 20.89 km.  Surge gave a correct path track (GPS was on), and diatance calcualtion (I also used another device to track).  But it only counted 19,271 steps.  it is no way I can walk more than 1 meter per step for over 3 hours.  When I check my log in Fitbit.com, my Surge has under counted my steps about 20% (although I set 80 cm as my stride length in my Surge ) on every walking exercise.  I guess it must be a hardware issue, isn't it? 

[Sheldon1682004]

Hi Andrea,

I finished a 3KM walk this noon with my Surge reset as suggested by djekov (except for turning off Bluetooth and GPS, don’t know how to do that).  Unfortunately the result is still not right so I am going to contact Support.

Thank you for being with me when I reporting the issue.

[Mrs-C]

Thanks Andrea,

Will contact support.  Still out walking and doing my boxfit classes etc, but for now I have blocked anyone from seeing my progress as I would hate anyone to think I was lazy (ha).  Mrs-C

[AndreaFitbit]

Thank you for letting me know that you will contact Support @Sheldon1682004, @Mrs-C and for troubleshooting this issue with me.

Keep me posted.

[Redmoonstar]

I have a new surge that I purchased last Saturday and it is not accurately counting my steps, I can walk and watch the steps and it doesn't move I can shake my hand quicly and slowly and it doesn't add steps. I have started taking my ultra for my walks and the surge is anywhere from 500-1000 steps behind, the screen seems to freeze and after awhile it will start again. I would prefer not to have to return it as I had battery drain problems with the charge Hr and ended up with 4 before having enough of the problems and upgrading to the surge! Any help appreciated. I do swing my arms when I walk but that didn't affect the charge hr's steps.

[Redmoonstar]

So I used my fitbit ultra today as well as my less than a week old surge, I forgot to put my ultra in my pocket after my shower so it was 100 steps behind the surge when I went to work. Tonight after I had finished my 8.4klm walk this is the steps on my ultra 21904 and the steps on my surge 19521. That's 2483 less steps that I have now lost in my challange. I am very disappointed in this as I paid $350.00 for the surge and it's very inaccurate. I have taken photos of both devices and rung the shop I bought it from, they told me to bring it back next time I'm in town and they will check it and if faulty replace it. I am seriously considering asking to replace with something other than fitbit. I will keep taking photo's each day of both devices and the inconsitent steps, if I could video the surge "freezing" while I am walking I would but that difficult to do. I have rest the surge twice and am about to reset again then charge again and see if that makes any difference. I loved my ultra then one but wanted the HR and the chest strap I was wearing had started to rub ans cause blisters so I bought the charge HR it was great for 7 months then battery drain after 3 replacements I decided to go for the surge and it's defective. I'm begining to think I must be the problem!!

[AbeMaborukoje]

I noticed something in Fitbit's FAQs, I think, about under counting sometimes being due to walking on a soft carpet. I notice too that when I walk in my sandals which are reasonably hard I get an accurate count but my soft walking shoes deliver the infamous ~30% under count. Could it be the soft carpet effect and if that is the case why isn't Fitbit saying so?