Surge Overheated during Charging

[Sengelwi]

This morning I called Fitbit 877-623-4997 and connected with a representative called "Rose" because I got a low battery warning and during the charging process, the surge became hot, so hot it felt like it could burn my fingers. The screen was blank. I unplugged the cable and let the unit cool down and called Fitbit to find out what happened and if this has ever occurred to any other surge products. Rose went on to explain that I would have to send my unit back to the factory and once received, they would send me a new surge. Well, this did not make me happy since I wear my surge continuously and find myself in competition with family members for steps. This type of turnaround would leave me without a surge for weeks. Once I explained this to Rose, she put me on hold. She returned and stated that she would send me a FedEx shipping label by email and once that Fitbit determined that the unit was indeed in transit, Fitbit would "expedite" a new surge in 1-3 days. I asked her, "How do you know that the surge is the problem and not the actual charging cable?" She, of course, did not have an answer and stated (with reluctance in her voice) that a new cable would also be included. I asked how this works; "Would Fedex show up at my door and pick up the package?" No, it was explained that I must seek out a Fedex office and bring the shipping label that would be sent via email withing 2 minutes of our conversation. Once they put the package "in transit" and a tracking number is assigned, Fitbit would "expedite" a new unit. So I asked. "If I get this to FedEx office today, would the new unit be shipped today?" Again, with hesitation, Rose sounded like she was reading a script off her monitor instead of answering my question. I again reiterated that I was not happy about the delay of days to a week without my surge. She reread the script. There was some banter about how to package the unit for shipment and she should go ahead and process the order. I then disconnected. The email I received "did not" include a shipping label attachment. I replied to the email stating this and asked to have a "supervisor" call me and included my phone number. Nothing... no response... no label... no call. I am frustrated. 

[Sengelwi]

the charging cable will no longer remain attached my surge. i must literally hold the two together in order to get the unit charged. i tried a second cable and have the same result.

[Odyssey13]

@Sengelwiit's possible the shipping label was sent in a different email. Did you check your spam folder, just in case it ended there?

I have taken packages to the US Post Office with a FedEx printed label on it and it has been given to the FedEx driver. You might be able to do the same and save on having to find a FedEx store.

[YojanaFitbit]

Thanks for jumping in @Odyssey13! Hey there @Sengelwi! It's great to see you again. I really appreciate all the feedback you gave, it's very useful to us! Please check your Private Messages, I'll be more than glad to check some information with you. 

I'll be around!