My Surge will not respond to taps or swipes

[Tressa_1Co]

My Surge will not respond to taps or swipes, even after I changed the clock face & charged the device. When I click the left button, it's stuck on, Exercise, so I can't shut it down. What to do?

Thanks!

Tressa

Moderator edit: I have moved your post to the Surge board to increase the chance of getting a response. Clarified subject.

[AlanSA]

Hi TonyL9,  the restart no longer works for my Surge, the screen remains blank and so I can't do anything. Yes, Fitbit's answer to the problems regarding this expensive piece of junk is to go out and buy a new one. Well I have news for the management of Fitbit. The stores that carry your product here are only to happy to recommend another brand when they hear about the problems. I have visited 3 stores who sell various tracker types and they have no problem recommending Garmin, TomTom etc.

Even the local agents who are Apple iStore will push to sell the Apple 2, rather than face upset and dissatisfied customers when Fitbit's pack in soon after they reach 12 months.

My Fitbit story has gone back and forth and despite detailed explanations the only feedback I have received from Fitbit USA and the local agents in South Africa, that is the Core Group, is that the devise was out of warranty, therefore I should throw it away and purchase a new one. If I decided to purchase another Surge, a discount might apply.

No answer to my question as to why the tracker could not be repaired. Also nothing regarding Fitbit expectation that their customers should spend a relatively large amount, in my case, ($350), so soon after the warranty expires.

Also no mention of why the Core group sent an e mail to the local iStore and copied me, informing them that diagnostics were performed on my Fitbit and that the iStore should replace it. In turn a credit would be passed. But when I went to the iStore to collect the new Surge, they said it was a mistake and despite the fact that it was not possible to repair what should be a simple fault, they could not in fact replace it. It was out of warranty..

After that I dealt directly with The Core Group and despite the customer services agent promising to escalate my issue, I have had no further communication from them.

The experience with Fitbit, iStore, Eastgate  South Africa and the Core Group has been a lesson in shoddy useless customer service. I pity any other frustrated  Fitbit customer attempting to get any answer besides the devise is out of Warranty from any of them.

Moderator edit: Removed personal information

[YojanaFitbit]

Hi @SunsetRunner, welcome to the Forums! @AlanSA, thanks for getting back and for giving your opinion about Fitbit Product. 

@SunsetRunner I've contacted our Fitbit Support Team to check your case. Please, keep an eye on your email inbox, as they will follow up with you directly.

@AlanSA I completely understand the frustration you are feeling and I truly appreciate you took the time to share this in the Community. I assure you that we take in consideration all the input received from our users and let me tell you that our main goal is our customer satisfaction.

One more thing to mention is that you can always read the Returns and Warranty policies from Fitbit so you can have a better understanding of the response our Support Team provided.  I understand you've invested in the Fitbit Family; however, Fitbit 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.   

 In case that you need anything else regarding Fitbit product, I'll be around! 

[pgcoan15]

Tried everything listed above to no avail. Surge is stuck on the main clock screen. So much for a fitness superwatch.

[JMBR]

@YojanaFitbit that you haven't answered any of AlanSA's concerns and that writing how you "understand" his frustrations and "appreciate" his feedback doesn't prove that you or FitBit will act on the problems outlined and doesn't provide any relief to your customers.  Your sentence regarding the demands of a global company is more telling than anything else you have said.  It is unfortunate that this global company is uninterested in actually providing customer service and standing behind its products.    

[YojanaFitbit · Accepted solution]

Hi @pgcoan15 and @JMBR, Hope you're doing great! 

@AlanSA and @pgcoan15 Thanks for reaching out, due to the information that you provided, I've  contacted our Support Team so they can lend you a hand with your case. Please wait for a follow up email, and let me know if you need anything else.

@JMBR Thanks for showing concern about our Community members. We truly care about our users and I can assure you that we work really hard on giving appropriate response and help to each user. If you have any question or concern feel free to  leave your question around!

Keep me posted!