New Surge won't charge

[ron68]

I have just received a replacement from Fitbit for a new surege. I have plugged it in and it shows configuration on the screen. When I try to set it up is indicates the battery needs charging before I can contiue but since this is my first one and there is no instuctions on how to charge it I'm at a bit of a loss. I have read the forums and there is plenty of discussion regarding a battery Ican but I can't find it. So my question is how do I know if the Surge is chargin and when do I know if it is complet?

[Collin1000]

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@ron68 wrote:

I have just received a replacement from Fitbit for a new surege. I have plugged it in and it shows configuration on the screen. When I try to set it up is indicates the battery needs charging before I can contiue but since this is my first one and there is no instuctions on how to charge it I'm at a bit of a loss. I have read the forums and there is plenty of discussion regarding a battery Ican but I can't find it. So my question is how do I know if the Surge is chargin and when do I know if it is complet?

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Welcome to Fitbit!

Head on over to https://help.fitbit.com/articles/en_US/Help_article/How-do-I-charge-my-tracker for information about how to charge your Surge tracker.

If the setup screen doesn't display the battery icon in the upper left corner, I would suggest letting it charge overnight before you try to set it up. 

[ron68]

Thanks. I'll let it go overnight and see what happens tomorow.

[ron68]

OK so I left it plugged in overnight but nothing has changed. All it says now are scrolling messages saying "let's get started" and "configuration". No battery status indicator to show if it charged. When I opened my account there was a battery symbol with a Red X  through it next to the upgrade function.

Very bad experience with Fitbit products. Will probably put it back in the box and forget it ever happened.

Moderator edit: format

[AngelaMa]

Hello @ron68 welcome to the Fitbit Family! It's great to have you here 🙂 Hi @Collin1000, thanks for your amazing cooperation. @ron68 Do you see the battery icon in the upper left corner when you plug it to the charger? If you are charging from a computer have you tried to using another USB port? 

Let me know if you have any question. I'll be around! 🙂 

[ron68]

Angela I do not see any icon anyplace except when my account is active and it is attached and then as I sid it shows only a battery icon with a RED X through it. I have tried 4 different computers and 6 different USB ports and nothing seems to correct the problem. In each case all I got were the messages "let's get started" and "configuraion" scrolling across the screen.

FYI my wife's ChargeHR charged and confured just fine. It's just my Surge that is the problem.

[AngelaMa]

Hello @ron68 thanks for your reply! I took a photo of my Surge to show the screen when you charge it, the flash sign should appear next to the battery icon.

If when you plug it, it doesn't show the flash sign next to the battery please contact support so they can review your options.

Keep me posted! 🙂 

[ron68]

Angela, thanks for the latest including the picture. I tried support with the original one I received at Xmas (same problem) as well s the one I have now (support sent a replacement). Still waiting to hear from them.

[AngelaMa]

Hello @ron68, hope you are doing great! 🙂 I'm glad to know that after contacting support you are getting a replacement Surge. Once you receive your replacement follow the process listed here to set up your replacement tracker. 

Happy stepping! 

[ron68]

Anglea, I think you have misunderstood my situation. I have already been sent a replaement and it too will not charge. I have contacted support rgarding the second surge concern and I' waiting for them to contact me back.

[AngelaMa]

@ron68 thanks for your reply.  If your replacement Surge is not charging I'm sure customer service will take care of your issue. 

Keep me posted about the resolution. 🙂 

[dlamb57]

I am having the same exact issue and support is now ignoring my emails.

I also sent in my original packaging when my first surge was replaced and they have not sent it back.

Any words of wisdom?

Did I waste $250?

I am thinking of contacting the consumer help at a local news station.

[Ericgus8]

I am also having the exact same issue.

[AngelaMa]

Hello @dlamb57 and @Ericgus8 welcome to the Fitbit Community! 🙂 @dlamb57 I'm sorry to hear about your experience with customer support, did they reply to your inquiry? @Ericgus8 can you please provide me more details about the issue you are experiencing. 

I'll be around if you have any questions! 🙂 

[dlamb57]

Hi Angela,

Thank you for your response.

This all started about a month ago when my Surge that I bought in February started having battery issues, I was having to charge it everyday instead of every 5-7 days. I went through all of the steps and sent my Surge off to Fitbit R&D in SanFrancisco in it's original packaging as I was asked to. I then received a replacent Surge a couple of weeks ago without my original packaging. The replacement Surge will not take a charge so I can not set it up. I have been on the phone with Fitbit support and via email. I have gone through all of the steps online to resolve the issue with restarting the tracker, cleaning the contacts etc.. I have asked that a supervisor or manager now respond as I am not getting anywhere. My last email was on 6.16.2016 following up on my email from 6.14.16 asking when they are going to respond but have heard NOTHING!

1) I want my original packing back and 2) a replacement Surge that works or my money back.

I talked to BestBuy and they will not do anything for me as I no longer have my original packing and I have already been dealing with Fitbit support.

Any help and/or advice would be appreciated before I try another way of resolving the issue, including contacting the local consumer help department of one of our local news stations. I am sure they would live to get a hold of this.

Moderator edit: removed personal information. 

[Ericgus8]

I'm having the same exact issue as Ron. I got a new Surge in the mail after my original one broke within a year. The setup screen displays on the watch face and when I go to update it via the iPhone app it says the battery is too low after charging overnight.

[dlamb57]

Exactly !!!!!

[docblack]

I am having the same issue with my replacement and customer service does not seem to be willing to respond.  You would think that we spent the money for their "best" product they would provide a little better service.

[Ericgus8]

I finally got mine to work! Here's how:

1. Restart your Surge by holding down the left button and bottom right button for 15 seconds, wait 10 seconds the. Press the left button. Do this 3 times in a row.

2. Force quit the Fitbit app.

3. Restart your phone.

4. Log out of the Fitbit app and log back in.

I was then able to update my Surge and it seems to be working now. Good luck!

[dlamb57]

Hello Ericgus8,

Thank you for your comments.

I don't sync mine with my phone but a support supervisor has now been in contact with me and they are going to send me another tracker. Hopefully soon!!