None of the buttons work

[o07698]

I’ve had my fitbit Surge since March 29, 2016.

The buttons on my Surge no longer work. The fitbit is working – keeping time, tracking steps, showing heartrate, showing calories burned… I can swipe the screen right and left from one display to another. But none of the buttons on the Surge work. Pressing the buttons renders nothing.

I have tried changing the clockface, and resynching. That does not fix the problem. The buttons still don’t work. I have attempted restarting the Surge by pressing and holding the Home and Select buttons (left and bottom right), but that does not work - - - because the buttons don’t work.

Any suggestions or advice on how to fix this?

[WendyB]

Welcome to the forums!

I would contact support Use the Help link at the top of this forum!

I'm sure they will take care of you!

[themainkatie]

I have the same issue.

Fitbit won't replace because it's out of warranty.

Anybody figure out how to fix this issue.

[o07698]

I have talked to Fitbit customer service about this issue.  They refuse to do anything about it.  They say that the best they can do is offer me a $30 discount on a new watch.  My response was that I spent $260 on this watch (Surge), it stops working after 13-months... why would I spend hundreds of dollars more when they have proven that their devices are unreliable and that they do not stand behind their product.  Since they don't support their product - why should I support their product by spending more money on them.  I'd get more satisfaction flushing my money down the toilet.  Besides the buttons not working, another Fitbit Surge problem is that the watch band is weak, and the watchband tears after a few months of use.  Many problems with the Surge... battery prematurely dies, watchband is weak and breaks rapidly, buttons stop working at the exact time that the warranty expires.  Why in heaven's name would anybody purchase a second Fitbit?  They totally screw their customers.

[themainkatie]

Same issue! I bought a non-Fitbit band on Amazon but that only last for a few months too. It’s so frustrating. My Fitbit Flex (the original one) lasted for years. At least over 4 years. My surge had to replaced in the first year and then the buttons died immediately after the warranty died. A discount is nothing for what this thing cost. We should get more than a year and one month out of these things.

[YojanaFitbit]

Nice to see that you're digging into the Forums @o07698 and @themainkatie, let me give you a warm welcome to our Community. Good call @WendyB, thank you! 

Sorry for the issues with your Fitbit trackers. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. Each scenario is different, but I think that you can use the option available according to your warranty information, as it was mentioned by our support team. 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thanks for your understanding!

[themainkatie]

One year warranty leaves us with nothing. My buttons and band died days after the warranty expired. And clearly by the looks of things, this is the norm. The surge is essentially a lemon. 

[o07698]

The option given to me by the Support Team (for the failed Fitbit Surge after 13-months) was to purchase another Fitbit at a slightly discounted price.

Why would I spend hundreds of dollars again on the exact same product that is demonstrated to be unreliable, and proven to only work for barely a year before failure?  If you spend a huge amount of money on anything that fails moments after a short warranty period expires, why would you go right back again and pay a lot of money again on the exact same thing?