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Surge Setup

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‎08-08-2016 07:01

‎08-08-2016 07:01

My wife and I both ordered Surge's about 3 weeks ago and the ones that came would not make it through the set up, we got a message that read "your fit bit battery is a bit low, please plug in your tracker to charge the battery."  When we plugged them in we got no indication that it was charging, it only displayed the "configuration" screen that tells you to go to fitbit.com/setup.  After leaving them plugged in for about 2 hours we tried again with the same result, I have tried 4 different USB ports on my computer, 3 different wall outlets and a car charger.  After I couldn't get them to work I called customer support and went through all of the troubleshooting steps before they decided to just send us two replacements.  That should have been all well and good but the replacements did the SAME EXACT THING!! After calling again they sent me one more and asked if I could send my wife's back to get evaluated.  I finally got mine to work, and after much aggravation I got my wifes to work.  After a few days she asks me "how come its not tracking my active minutes for the day?" so while I'm looking at it I realize the HRM on her tracker is not working... So I call customer support.  We go through all available troubleshooting options and they decide to send her a replacement.  When we got it in the mail I went right to the computer to set it up and... the battery was too low to complete set up and I can't get it to charge!!!  At this point I'm thinking that I am doing something wrong, I can't have gotten 4 trackers that all have the same exact issue could I?  Any help or guidance would be greatly appreciated.

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‎08-08-2016 19:32

‎08-08-2016 19:32

Following this post as mine is doing the exact same thing right now! Wish I could help!

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‎08-23-2016 07:41

In response to shollpatrol

‎08-23-2016 07:41

Hi guys! How are you doin'? Woman Happy 

 

@pguiher, I'm sorry to hear about inconveniences you have had with your Fitbit Surge, but I'm glad to hear that you have contacted Fitbit Support to try to resolve them. So right now, you received a new one but it seems that it is not charging, right? Let me ask you something, by any chance, dis you keep the charging cable of any of your previous Surge or your previous wife Surge? If so please try to charge your tracker with one of those. And if it is charging, try to set it up. 

 

Let me know the outcome! 

Heydy | Community Moderator, Fitbit
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