Stopped working

[JulieDisney33]

During my annual race on Saturday my Fitbit surge stopted displaying my run after getting damp and continued to count past a mile, then suddenly stopped working. I received this as a gift for Christmas and am feeling really lost without have my Fitbit on. I've had one for several years now. What can I do??? Is it under warranty???

[SunsetRunner · Accepted solution]

Hi @JulieDisney33

Feel free to contact the Fitbit Support Team: India | United Kingdom | United States

Mention it's a gift, it's up to Fitbit to decide regarding warranty..

[JulieDisney33]

Thank you. I did contact Fitbit and they are sending me a replacement.

Sent from my iPhone

[SunsetRunner]

Fab @JulieDisney33

Feel free to explore the discussions forums to Share Your Story, Get Fitter, Find wonderful Fitbit Friends, Sharing Recipies and much more.

[Aschalch]

My fitibit surge just stopped working. Simply looked at it and screen is blank.

I believe it is battery, but when I contacted support (Hyrum I believe was the name of the analyst) all they asked me to do was a reset on the phone wich did not solve the problem.

Immediately they said the only solution is a replacements.

This is a 15 month old watch - So out of what they say a 12 month warranty. No full replacements can be given. 

But is anyone by any chance willing to spend 250 dollars on a watch that is going to last this little?

Mr Hyrum from fit bit support said the only thing that can be done is for them to send me a 25% discount by email for my next fibit purchase. Not good enough.

I think this is the last device I will buy from them. You should also think the same way.

Just a shame FitBit. You do not take stand behind your products and do not care about your customers!

[762Ricochet]

My Surge just up and stopped syncing this afternoon (09-Sep-16) exactly 15 months and 3 days old. I first noticed this when I received a text message and the Surge did not vibrate as usual. I took a closer look and noticed the heart rate lights were not flashing as well and there was no heart rate being displayed. I swept through the screens and could see my data was still there for today and the steps were still counting as I walked around.

I got online and found this forum with these articles and noticed a reset should fix the problem. So I tried the reset and the Surge refused to come back on past the Fitbit logo screen. I called tech support which amazingly only took about 2-3 minutes to speak to someone but, that someone was obviously not originally from the USA and was very hard to understand. (I guess I should brush up on my India language before I call back) Anyhow, just like the days with computers and tech call centers, reboot, reboot again, unplug, plug in, yada yada yada.... Still no getting the surge to start up past the Fitbit logo screen.

So the guy tells me to "reboot" my smartphone to see if that works. This is where I lost my temper and told the guy to shut up and listen to what I was saying instead of reading off the information he is told to read to us. I told him there is no way in hell my phone has anything to do with the fitbit not rebooting correctly and that I was not going to reboot my phone (which we were talking to each other on) just to waste more time. He then put me on hold and when he returned he offered me the 25% discount email. I received the email and couldn't help but notice the coupon MUST ONLY BE USED THROUGH FITBIT.COM only after you reply to their initial email and give them information and then say YES to wanting the 25% coupon then they will send it to you in a separate email which it must be used within 30 days.

Run around run around run around. I am getting the coupon but will most likely never use it and I will give it to someone else to use. After spending $250.00 dollars for the Surge, I definitely expected it to last longer than 15 months. There is no way in hell I am buying another one to have the same problem in another 12-15 months. Sucks because I really did like all the information the Surge provided but, it isn't something I can't live without.

[762Ricochet]

Update to my issue. After my Surge died and failed to sync and/or boot up completely, I left it turned off for two days. On the third day I figured I would give it a try once more before throwing it away or using it as a paper weight. I turned it on and it booted up and showed the date and time of when it originally decided to quit on me. I tried to sync it to my phone and it still would not sync. I left it turned on and just let it go till the battery died. I am not completely sure when the battery died but, exactly 13 days after I experienced the initial problem I checked on it again and now the battery was completed dead and obviously the Surge was off. I plugged it in to charge and unbelievable to me, it booted right up like it always would when it was working properly. So I figured I would give it another chance on syncing with my phone and low and behold it did instantly. It updated the time and date and synced my last days of stats when it died two weeks ago. I left the Surge charge for the entire day and the next morning I wore it as usual and it worked just like it did prior to puking out on me. I synced it to my phone and everything for the day synced over as usual.

I guess maybe since the surge has no tolerance for any sort of moisture including sweat, it most likely had enough of mine for the time being and needed to set a few weeks or days to completely dry out and luckily it works again. (This is only my guess on what happened to it since I didn't do anything else to it that is against the warranty etc) Regardless, it works again and now I don't have to use it as a $250.00 dollar paper weight and conversation piece. Now I don't know if I should cancel my pre-order for the Charge-2 I bought with my 25% discount coupon or not. I guess it is a 50/50 chance I will have to take on seeing if the Surge will last or not. Until then. I will keep this forum updated with my progress and results for those who may have the same problem.

[MarreFitbit]

Hello guys @762Ricochet @Aschalch! Thank you for the thorough feedback for the Fitbit environment, customer service, platform and devices. This has not gone unnoticed and be sure that I will pass this along.

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 Fitbit devices and overall environment based on that feedback.

Some members (including you guys) have received a 25% discount option as per our Warranty Policies please know that this is the best option to help you get back on track again. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through. 

Our limited warranty provides replacements for trackers deemed to have a manufacturer's defect within 365 days of purchase. Because your tracker didn't meet these warranty conditions, we offered a courtesy discount of 25% good towards the purchase of any tracker. 

We strive for excellent customer service and in the past often replaced trackers that were not covered under warranty. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently. 

Thank you for being a Fitbit customer.

[joom]

Humana will give me points..but my fitbit wont' sync !!

I just tried to turn it off and it won't do that either.

[MarreFitbit]

Hey my friend @joom, it's nice to see you around! Have you tried some troubleshooting steps already? If not yet, I'd recommend following these ones. Give it a shot and let me know how it goes!