Surge HRM - only one light functioning

[bilgolajon]

Hi Fitbit,
Recently I have noticed that only 1 of the 2 HRM sensors is lit. I don't know if this has anything to do with the previous post I have just done, re battery dying, but thought I would separate these 2 issues. Watch has been cleaned, reset, shutdown, etc. but on,y one of the sensors is lit. It is still recording heart rate, but don't know if accurate or not ( Always anyway seems to be much less when exercising than any other HRM I have used).
Please let me k ow what can be done.
Many thanks
Jon

[CindyFitbit]

Hey there @bilgolajon! That's weird, since you have tried some troubleshooting steps, at this point I recommend contacting support so they can investigate and evaluate your case. 

Keep me posted! 

[bilgolajon · Accepted solution]

Hi Cindy, I spoke with Support this morning and due to this and my battery issue (separate post) they are sending me a new Surge,
Thanks
Jon

[MorrisonJ]

Getting the same issue with my Surge. Just starting happening this week. I will contact support as well

[LucyAP]

Thanks for the update @MorrisonJ and @bilgolajon! @MorrisonJ I hope now you are back on track. Keep @CindyFitbit and I posted with the outcome! 🙂 

[MorrisonJ]

Contacted support and since my Fitbit is just outside my year, there's nothing they can do about it but purchase another one. This is my second fitbit that has died in just over a year of purchase. My original was the Flex and it lasted about 14 months. So when I was upgraded to the Surge I was so happy. Only to be disapointed again that it's only lasted just over a year again. Not only has the one batter light gone off, but the screen no longer swipes too. It still tracks steps, etc, but is fading fast.

[LucyAP]

Thanks for the update @MorrisonJ! I really appreciate that you shared your experience with Support. This feedback is really important for us since it help us to improve our policies and services. This has not gone unnoticed and be sure that I will pass this along.

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 devices and overall environment based on that feedback.

[MorrisonJ]

Well I have recieved my final email from the support unit that there is nothing they can do for me since the Fitbit is just outside my 12 months. Its frustrating to think that I would have to spend another $300 to hope that lasts more than 1 year again. That's 2 fitbits pooched in just over a year each. I may try my luck with another brand at this point. Although my fitbit is still tracking my steps and HR, I can no longer use the functionality of it on my wrist as the swipe function on the screen no longer works either. It looks cracked, but its just the inside of the glass... it went cloudy one day and when the cloud went away, this is what it looked like.

[CindyFitbit]

Thanks for getting back @MorrisonJ, as @LucyAP kindly mentioned we really appreciate this feedback. We appreciate that you took the time to share with us your experience and updates about your case with support. For reference about our policies  you can always check Warranty & Returns terms. 

See you!