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Surge won't shut down or allow pairing and hasn't since JULY

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‎12-20-2017 09:27

‎12-20-2017 09:27

Imagine my surprise when I looked to find out the lat time my Surge updated was July 17. Now trying to pair the thing with a fully up[dated phone won't work, shutting it down won't work and I sit  here wondering why $300+ was spent on this buggy device. Had this been the first issue well no worries. My brand new Surge wouldn't hold a charge and I had to convince your support it would not.

 

Please provide step by step for Android ASAP

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‎12-20-2017 10:29

‎12-20-2017 10:29

Well I guess my trust in Fitbit was mismanaged. The watch I have just won't pair, sync to update or even shut down. I have used a USB, PC and cell phone NONE will work and it is on Fitbit's end.

 

The customer support I spoke with was extremely difficult to understand but clearly told me to spend more money and buy another watch at a discount. lol Yeah that won't happen.

 

There is no reason for a $300+ watch to stop working. No reason for all of them to seem to have a problem in July 17 but these things happened. I would really like an answer from someone I can understand. I do not feel I must speak Spanish in order to receive customer support in the US. If that is a Fitbit requirement, please state as such I will throw this watch away and let my fellow service members know. Now I have wasted two hours and am no closer to an answer.

 

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‎12-21-2017 07:53 - edited ‎12-21-2017 08:02

‎12-21-2017 07:53 - edited ‎12-21-2017 08:02

I've noticed you are new around @DocV, so let me give you a warm welcome to our Community. Smiley Happy

 

Thanks for trying those steps. We strive for excellent customer service, and customer satisfaction remains our number one goal.  I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some details about your case since the could confirm that your tracker is syncing now.

 

I have moved your second post to this thread to maintain the Forums organized. Thanks for your feedback and for the information you´re sharing with us. Our team provides the options depending on your warranty information. 

 

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 what you share here.

 

Please let me know if you need anything else! 

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