Surge is backing up in steps

[SwanRose]

I just bought this Fitbit surge and am upset I work my butt to watch the numbers go back words ever time u reach 18600. What the heck they cost way to much for this. And it stopped tracking my activity minutes. I'm going to trade for a Garmin.

[JuanJoFitbit]

@SwanRose A warm welcome to our Fitbit Community! So sorry to hear that your Surge is deleting steps when you reach many steps. I'd like to know if this happened since day 1 of usage. Also try restarting your tracker as advised in Meylin's post so your Fitbit gets refreshed internally.

Looking forward to your response my friend and I'll be around! 

[SwanRose]

I have reset this thing so many times I am sure it is defective. I thought that it stepped back in the past but wasn't sure. But when you set out to reach a goal and are watching it as close as I was the other night there was no doubt. It did it three times and after shutdown both the watch and the app and phone it was sinking to. It also didn't record my activity time that day. I walked all day and ran 20minutes that night to see if it would change. Nothing happened. Very dissatisfied with this Surge. And while returning it I will also lose the money I paid for the extra warranty. I work for a fitness company and chose this because it was one of the better fit trackers out there. But what we don't here about are all the problems that people have with them. It is version 16.34.5.14 is there a new better test version out there?

[JuanJoFitbit]

@SwanRose I'm sorry to hear about the experience you had with your Fitbit Surge. In this case, I'd like you to contact our Customer Support team so they can investigate further and offer better options, for example ,a possible replacement so your experience turns into a good one.

Let me know how it goes my friend and I'll be around! 

[SwanRose]

I am giving Fitbit one more try. But have returned the original to the store that I bought it at. Sorry! You should know that this is happening to many people with the Fitbit brand. Mine appeared to happen everytime I used the Bluetooth on it. Restarting both the phone and the watch didn't unstick the problem. I will give this one a some time and will watch it closely and in the mean time maybe a software up date can fix the problem that they are having. Thanks for you help.

[JuanJoFitbit]

@SwanRose I definitely understand how you feel regarding the Surge that you returned. Thanks for your feedback and I'm gonna forward this info to our team members so they can take into consideration.

Hope to see you in the Community more often my friend! 

[SunsetRunner]

Just curious if you have it connected to a third party (myfitnesspal etc...) I've had steps removed when I logged an activity but once I delted the log from the third party my stats came back. Not sure this has anything to do with your issue, just offering it up.