Red light - Surge

[Michal_Es]

Dear Fitbit support,

It's been almost 2 month ago when I started chat with Fitbit support about red light on my Surge. They told me the same as I read on internet and also Fitbit community (red light was still there). However they also told me they will send me new Fitbit Surge. After month and half of excuses and talking about some shipping issues, I still haven't received any Fitbits and also they didn't reply on my last 4 mails. Isn't it suspicious? 🤔

Regards,

Customer Mike

Moderator edit: Clarified Subject

[FerdinandFitbit]

Hi there @Michal_Es. Welcome to the Fitbit Community Forums! 🙂

I just checked with the Support Team and it seems that your case is still pending 😕

I really apologize about this but I would expect for them to get back with you as soon as possible.

Anything else you might need help with, let me know!

[paul.r.arthur]

I logged the same issue with my Surge with support yesterday via chat. I have been informed today by Jan Michael R and the Fitbit team that since I originally paired the device on December 2015 it is no longer under warranty. There was no comment on a potential fix etc. I must say that I expected more given that the device is under 18 months old and not a cheap product.

Also, this issue is obviously not unique! The community has numerous examples of this occurring and it appears to be a design fault as there is no fix.

Very disappointing. I will be taking it further as per the Australian consumer protection law.

[FerdinandFitbit]

Hi there @paul.r.arthur. Welcome to the Fitbit Community Forums!

I'm very sorry to hera that you're having problems with your Surge. In this situation, since you mentioned that you paired your tracker on December 2015, that's the time that the warranty starts on your device. That means that by now, you've had your tracker for at least 29 months and in this situation, I really apologize about the inconvenient but the warranty will no longer cover your tracker 😕

Thanks for understanding and if you need anything else, I'm here to help!

[paul.r.arthur]

I agree that the 12 month limited warranty is up. However,  I think it is 17 months as apposed to 29. To my mind, a device that costs AU$ 366 should last a lot longer than that! Luckily the Australian Consumer association agree 🙂