Not swiping/moisture

[Wheeler38]

So my Fitbit surge I’ve had over a year and 4 months. It has moisture and will not swipe. I’ve reset it and also did the rice thing still does not work. I called Fitbit and said all they’ll do is just send me a coupon for another one since it’s out of warranty. Seriously,these cost a lot of money for it not to work properly. What do I do? 

[SteveH]

If it's out of warranty then your options are limited.

If it's got wet then the rice is your best bet. How long did you leave it in there? How wet did it get? It's recommended to leave it in rice 2 or 3 days to draw out the moisture.

It might be worth trying the restart procedure a couple more times as it's known to not always work.

Other than that I think that's the end of your fitbit.

[Wheeler38]

Well I did that left it for a day wasn’t to sure then I read about how some use a blow dryer. It swiping a But not like it should I have to swipe a 1000 times. But I can barely get to swipe. So maybe I need to leave it in rice over the weekend. 

[rick168]

I wish i posted my issue when it happened to me. I had my first surge for about a year and 4 months. Moisture formed after all of the cold days and stopped working completely. I ended up buying another and it started happening again. This time I called before the first year. Fit Bit told me to take a picture with a code. I told them that it disappears by the time I get the picture and code. Fit Bit understood the frustration and mailed a replacement. It seems that Fit bit surge has a problem with sweat or body heat in cold temperatures or something. My watch was never near water.

[Wheeler38]

Mine still has a little moisture. But the code I don’t see it. It doesn’t have a code. But I did take a picture of it with the moisture. I put it in rice once again. It still works just can’t swipe I have to log in to Fitbit to see where I am. 

[rick168]

I went on to a chat session on the fitbit website support. They will ask questions and give instructions. The problem is that it has to be under the year warranty.




Rick Zajac

[Hoboe]

Hi guys, as stated in post above, mine has been doing this for about a week now - condensation and no swipe.  Take it off overnight and condensation nearly gone - out it back on in morning and condensation returns.  Must be faulty under the watch where it contacts wrist. Luckily for me I found receipt (10 months old) and am taking it back to point of purchase tomorrow for refund.  For $235 AU it’s not really acceptable in my view

[rick168]

That is good. If the store doesn't return it, fitbit should since it is only 10 months old




Rick Zajac

[Hoboe]

I got a refund today so no problems- a shame because I enjoyed using it...

anyway I’ll look for something else.

As an aside if in Australia you have protection with Australian consumer llaw beyond the warranty - if product fails in normal wear and tear outside warranty period you are entitled to repair or replacement.

[YojanaFitbit]

Hi @Hoboe, @Wheeler38, @rick168 and @SteveH. Thanks for your feedback.

My apologies for the inconveniences you've experienced with the Fitbit products and I want you all to thank you for the time you took to share your thoughts with us. I assure you that we take in consideration all the feedback our users provide and we're working everyday to be the best fitness company.

If you have doubts about your warranty options you can write back to our Support Team, or you can request a new case for you.

Thank you for your understanding.