Surge has disappointed me

[snehaljain018]

It's been 10 days now, I haven't been able to get my tracker to sync with my phone or any other device. I performed all the troubleshooting methods mentioned. To be specific: I removed all my bluetooth device pairs, restarted bluetooth, reinstalled the app from the phone, did a factory reset to the phone, restarted the device by holding the buttons for 10-15 seconds. Didn't work. Tried adding the device again, didn't work. I even isolated the phone and surge from any other bluetooth devices.

I tried the same sequence from another PC with the bluetooth dongle, didn't work.

The same sequence with another mobile phone, didn't work.

To make things worse, now, the Surge takes 30-40 minutes to reset, which is unusually long. It's been only 13 months since I purchased this watch, and for a product this expensive, I would expect a longer reliability. On top of that, there are no service locations in Singapore where I can try to get it fixed. I have seen other watches being used by my companion runners, and they have been reliable for way longer and probably much more useful too.

Please help guys, if you can. This is not good product performance from a brand like Fitbit.

[Rich_Laue]

@snehaljain018 without knowing which phone the best i can do is point you to a troubleshooting article. 

I would not expect a phone factory reset to do anything, restart maybe, delegating and the installing the fitbit app possibly. Sometimes just turning BT off/on is enough. Restarting the Surge and shutting it down through its settings menu usually does it. 

Adding the Surge to your account as a replacement tracker would be the preferred method, removing it from the account is a step in the wrong direction, now it has to be added back to your account, loosing all in synced data. 

As for as using a different device to sync the surge, make sure that the BT is off on any device that is nearby that the Surge has every synced through. If it is still connected to device B, you won't be able to sync through device A & C. 

[snehaljain018]

It's a new Samsung S6. 

I have tried all the above methods you have listed. I uninstalled, disabled the app, installed it and tried syncing again. It doesn't matter if I lose unsynced data, my priority is to get the app / phone to at least recognize, pair and then sync with the tracker.

I removed all my bluetooth devices from my phone and made sure that I was not connected or around any other bluetooth device as well. Like I said, I tried every possible step mentioned in the troubleshooting guide. 

Still no help. Thanks for your reply!

[Rich_Laue]

@snehaljain018 see my answer above. 

[snehaljain018]

Yet no help.

[Rich_Laue]

If it use to sync it should still sync. 

Have you shut both the tracker and phone completely off? 

Removed the Surge from the list on the phones BT settings? 

Gone into the phones settings, applications and killed the fitbit app, swiping it off the screen doesn't kill all instances. 

Is the Surge currently connected to your Fitbit account? 

If not are you using the app and not the BT settings to connect Surge to your account? 

[snehaljain018]

Yes it used to sync, but it doesn't sync anymore. I have switched off both the phone and the tracker.

And yes, I removed the Surge from the BT settings. This Surge isn't connected to my Fitbit account currently, it was connected 7 days ago.

And yes ofcourse, I am using the app to connect to the Surge, not via Bluetooth