11-10-2016 11:12
11-10-2016 11:12
I have had my fitbit Surge for a little over a year and have nothing but great things to say for the device. I woke up one morning and the internal display screen had horizontal and vertical cracks throughout the whole thing (see attached photos). Very bizarre, not sure what would have caused this, and I was not wearing the unit at the time this happened.
The touchscreen works fine without any problems and the visible cracks/shatters cannot be felt as they are internal and beneath the protective outer screen.
I am reaching out to the fitbit community because I love this device, I love the company, and I love the community, but I would love to figure out why/how this happened and what can be done to fix this issue. And I have already contacted customer support and the tracker is out of warrenty and I do not have the income to purchase an entirely new unit at the moment.
All information, support, and advice is welcome! I should be around to continue the conversation.
12-19-2019 10:55
12-19-2019 10:55
My Surge has exactly the same symptoms as others who have reported them.
I believe the point everyone is making is that, despite their Surges being out of guarantee/warranty, the fault appears to be a flaw in Fitbit's design of the Surge. The shattering which is evident in so many instances especially without any abuse, dropping, etc., should not be happening.
Surely, it is incumbent of Fitbit to rectify each and every case?
I've noticed some have migrated to Apple despite the hike in prices. I should think there will be further migrations should Fitbit not provide the solution (free) to their loyal supporters and users of their equipment.
12-19-2019 19:28
12-19-2019 19:28
Tyne
i don’t disagree with anything you say. I certainly have no love for FitBit as a company based on the Surge experience. Perhaps there is enough sales and customer satisfaction of their other models to keep them in business. Makes no difference to me. I’m only letting people know it’s not true that the watches cannot be repaired. FitBit does a great disservice to their former Surge customers by making those kind of statements over and over again. For that reason, and that the watch was obviously released without proper longevity evaluation under normal environmental conditions, I don’t disparage anyone wanting to switch brands. It’s their choice. Conversely, I do not wish to be considered some sort of FitBit company fan simply because I choose to keep my Surges working.
12-20-2019 03:29
12-20-2019 03:29
12-22-2019 12:16
12-22-2019 12:16
12-23-2019 19:14
12-23-2019 19:14
12-23-2019 19:15
12-23-2019 19:15
12-23-2019 19:16
12-23-2019 19:16
12-23-2019 20:17
12-23-2019 20:17
12-24-2019 10:52
12-24-2019 10:52
Why does the company not give any fixes for this problem it happened to mine also
12-24-2019 12:25
12-24-2019 12:25
If FitBit cared to answer that question, it would have appeared long ago. We can only assume they chose not to support the Surge from a hardware/technical standpoint.
12-24-2019 18:50
12-24-2019 18:50
because they want you to upgrade the their newest one. then when you do that, the next new one and so on. they were great help when I first got mine, I had difficulties with it, user error for sure
happy holidays all
12-24-2019 18:52
12-24-2019 18:52
I basically just answered this, because they want you to buy the newer one, then the newer one, etc.
01-22-2020 01:01
01-22-2020 01:01
Yeah, they are deeply flawed. I won’t be buying another Fitbit...ever.
06-12-2020 10:46
06-12-2020 10:46
It seems that the issue I'm having with my screen for no reason at all is a common fault. I can't use my surge as the screen is cracked with small marks and Fitbit don't want to know as out of warranty..... shameful
06-12-2020 13:20
06-12-2020 13:20
06-12-2020 13:50
06-12-2020 13:50
08-29-2020 10:16
08-29-2020 10:16
My Surch screen cracked just like that. Altogether build quality v poor. Surely you dont expect an expensive device loke this to die after a year or so? Do the right yhing, Fitbit. Offer replacement.