Margie (3/10/2020, 5:41:52 PM): Hi Rex, My name is Margie. How can I help you?
Me (3/10/2020, 5:42:06 PM): Margie
Margie (3/10/2020, 5:42:25 PM): How may I assist you, Rex?
Me (3/10/2020, 5:43:09 PM): I have an older Fitbit Surge that I had in my drawer.... Plugged it up and charged it up for a full day - it came up and ran fine.... SHOULD HAVE LEFT IT ALONE.
Me (3/10/2020, 5:43:49 PM): Instead I noted an UPDATE was available. I installed the update (actually started the update).
Margie (3/10/2020, 5:44:02 PM): I'll be more than happy to help you find ways to make your surge work again. All the details that you have provided are appreciated as well.
Margie (3/10/2020, 5:44:09 PM): To get started, may I know the email address associated to your account?
Me (3/10/2020, 5:44:11 PM): The screen said "Could take up to 10 minutes.
Me (3/10/2020, 5:44:21 PM): Email
Me (3/10/2020, 5:44:33 PM): rexsleonard@yahoo.com
Me (3/10/2020, 5:44:39 PM): new account
Margie (3/10/2020, 5:44:58 PM): Thank you for providing your email address. Allow me a moment to check your account.
Me (3/10/2020, 5:45:00 PM): Old old account I can't remember for sure.
Me (3/10/2020, 5:45:18 PM): Maybe FeeandRex
Me (3/10/2020, 5:45:30 PM): or feenrex@gmail.com
Margie (3/10/2020, 5:45:53 PM): Thank you for patiently waiting. Upon checking here, I have seen that there are no devices connected to the email addresses you've provided.
Me (3/10/2020, 5:45:58 PM): but when I just reset everything up I made a new account and synced (1) tie.
Me (3/10/2020, 5:46:21 PM): There is the problem.
Margie (3/10/2020, 5:46:57 PM): Thank you. To make sure that we are looking at the account where your Surge is connected, are you currently logged in to your account?
Me (3/10/2020, 5:47:27 PM): I connected my device. After receiving email from your support team and reading emails all weekend - I removed the device as the forum and email from Tech Support said.
Me (3/10/2020, 5:47:39 PM): They said it would then resync.
Me (3/10/2020, 5:48:13 PM): But it no longer has a Bluetooth output signal... if I unplug it from the wall the screen goes blank
Me (3/10/2020, 5:49:06 PM): The firmware download (SOFTWARE UPDATE) failed to complete and I have a blank screen unless it's plugged into the USB PORT or USB and CHARGER - whereby I get an arrow.
Me (3/10/2020, 5:49:27 PM): I'm in my account in another window.
Margie (3/10/2020, 5:49:30 PM): Thank you fro the details, Rex. Since you've mentioned that your tracker's screen went blank, can you still see the lights flickering?
Me (3/10/2020, 5:50:15 PM): There is a diamond - but a right arrow is more aperent
Me (3/10/2020, 5:50:42 PM): If I unplug it from USB or the Wall Socket it goes blank.
Margie (3/10/2020, 5:50:48 PM): Thank you for the confirmation. Can you see the lights working at the back of it?
Margie (3/10/2020, 5:51:09 PM): I need this information to proceed further.
Me (3/10/2020, 5:51:09 PM): If I hold all 3 buttons the arrow stays on the screen so I know the battery is still there.
Me (3/10/2020, 5:51:32 PM): no lights on back. notjing.
Margie (3/10/2020, 5:52:56 PM): Thank you for sharing this with me and for the confirmation. With this, may you confirm if you have tried the recommended steps given previously?
Me (3/10/2020, 5:53:27 PM): Again this is a Surge Classic I think.... That's how it identified on my iphone the (1) time I did get it to sync up.
Margie (3/10/2020, 5:54:02 PM): Thank you for the additional information.
Me (3/10/2020, 5:54:04 PM): Margie I've tried EVERYTHING Three, four, five times...
Me (3/10/2020, 5:54:41 PM): The device has no Bluetooth output now / after the attempted update so I can ONLY use the USB connector.
Margie (3/10/2020, 5:55:00 PM): Since you've exhausted the necessary troubleshooting steps, I'd like to proceed with checking your Surge's warranty status and options.
Me (3/10/2020, 5:55:02 PM): I'm at a loss as what to do.
Margie (3/10/2020, 5:55:16 PM): Thank you fro all your efforts, Rex.
Margie (3/10/2020, 5:55:20 PM): To do so, can you confirm the retailer where you purchased your device along with your current country of residence?
Me (3/10/2020, 5:55:52 PM): It can't be under waranty. And the damage was performed by your companies FIRMWARE update.
Me (3/10/2020, 5:56:05 PM): I'm in the USA
Me (3/10/2020, 5:56:25 PM): It was a Christmas gift. I can't tell you when or where.....
Me (3/10/2020, 5:57:06 PM): All I know is it WAS working and after the Software (FIRMWARE) update Fitbit suggested - it's now dead.
Me (3/10/2020, 5:57:16 PM): How do I get it resolved?
Margie (3/10/2020, 5:57:57 PM): Thank you fro providing the requested information.
Me (3/10/2020, 5:58:07 PM): I've sent 20+ emails to your support team. all weekend. Got canned responses, try this try that (all of which I already tried / read in forums).
Me (3/10/2020, 5:58:27 PM): And understand I'm no idiot to this stuff...
Margie (3/10/2020, 5:58:35 PM): I appreciate all your efforts, Rex and I apologize for the experience this has caused you.
Me (3/10/2020, 5:58:42 PM): I'm an electronics systems and equipment engineer
Me (3/10/2020, 5:59:08 PM): Ive been working with electronics, computers, software for 40 years...
Margie (3/10/2020, 5:59:11 PM): Allow me a moment to check your device's warranty.
Margie (3/10/2020, 5:59:21 PM): Thank you for sharing your details.
Me (3/10/2020, 6:00:29 PM): So I know it was the firmware that caused the mishap.... I also know there is NO resident EEPROM on the Surge series evidently because there is NO FACTORY RESET...
Margie (3/10/2020, 6:00:34 PM): I understand, Rex. This is why we have provided the necessary steps and since the issue persists, we are checking for your options.
Me (3/10/2020, 6:00:41 PM): That means everything is resident.
Me (3/10/2020, 6:00:46 PM): On the device.
Me (3/10/2020, 6:01:19 PM): If the irmware download screws up the Surge is going to just sit there..... like its doing.
Margie (3/10/2020, 6:01:35 PM): I appreciate the details, Rex.
Me (3/10/2020, 6:01:48 PM): Margie its driving me crazy - as there has to be a better way.
Margie (3/10/2020, 6:02:20 PM): I understand. Upon checking, I have confirmed that your Surge is beyond the 365 days warranty, allow me to check your options.
Margie (3/10/2020, 6:02:45 PM): Thank you for waiting. As your device has been beyond the warranty, I am unable to send a replacement for you.
Margie (3/10/2020, 6:02:57 PM): By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our support processes.
Margie (3/10/2020, 6:03:05 PM): Though this is the case, I'm delighted to share with you that I got an approval for a 40% for Versa Lite mulberry and 25% discount towards the purchase of any device on fitbit.com.
Me (3/10/2020, 6:03:06 PM): And I have no recourse
Me (3/10/2020, 6:03:39 PM): I had a working device and now I can just throw it away?
Me (3/10/2020, 6:04:02 PM): No place to send it. No options to recover it....
Me (3/10/2020, 6:04:18 PM): This one it just junk now?
Margie (3/10/2020, 6:05:27 PM): I understand where you're coming from, Rex. This is why I looked for possible option for you through it is beyond the 365 days warranty.
Margie (3/10/2020, 6:05:33 PM): What's good about this discount is it will give you more options and open windows for possible upgrades as it can be used to all Fitbit devices, excluding the Fitbit Ace and Ace 2.
Margie (3/10/2020, 6:05:38 PM): The discount code has a 30-day validity once generated which will give you ample time to think of what you will do with it.
Margie (3/10/2020, 6:05:41 PM): You'll receive the email within the day.
