Trouble with my Surge

[ProudDad]

My Surge has been reading a heartrate when sat in the glovebox of my car whilst i'm in work wearing my Flex. So on three occasions I've come out of work to see I've done 8 hours of exercise in the peak rate zone and have burned 7000 caloroes when in reality i've walked about 6000 steps and only burned about 2000 calories. Posted this on here and was told to check the HR setting was on auto. It was. Done the whole reset thing yet this has still happened 3 times. Was told on here by a moderator to contact customer services.

First email back says that I should try a reset. Explain I seem to do that once a fortnight for various reasons and it doesn't help. Then the reply is all about how to set up a Surge to ensure steps are accurately recorded. Erm did you actually read my complaint it's nothing to do with steps it's the HR function thats not working properly. The next reply says that what is happening is quite normal and I just need to turn off my Surge when not using and if it reads a HR that isn't there then to ignore it and log it as a driving activity. Clearly I'm getting nowhere so I ask for my case to be forwarded to a Supervisor because I am not paying £200 for a Surge that misreads data meaning I have to cancel data that didn't happen. The next response basically says tough, it's not defective but you can return under the 45 day return policy knowing full well I've had it for 2 months. When I again reply stating how unhappy I am the reply comes back that my Surge is recording steps correctly but if I feel it is not maybe they can replace it.

Please please please can someone with half a brain cell at Fitbit help me to get a replacement Surge. I just want one to work as it should. I am a good customer who has a Surge, a Flex, Aria scales and my daughter has a Charge HR. I've spent over £500 on your brand and should be treated a little better than this.

Moderator Edit: Clarified subject

[ProudDad]

Anyone from Fitbit going to help?

[Chris1963]

HI, in Fitbits defence I've found the customer service very good. Perhaps you might want to check the strap isn't cracking around the screws on the underside? If it is, and many many have, they will replace it immediately on submission of a photo with a supplied by them number written on a piece of paper next to the Surge.

That aside under EU law it is guaranteed for two years - google this - and then send them the necessary link and ask for repair or replacement.

[ProudDad]

Hi. I've read so much about their good customer services. Part of the reason I went with Fitbit. I get what you say about the strap and was thinking that soon it would be the case but it's not the point. Plus the surge is only two months old. Can't even read my emails properly and then deny. Not happy and won't let it go!

[MikeF]

I would suggest that there's probably nothing wrong with the Surge itself.

In a dark area like a closed glovebox, it's perfectly possible that the Surge HRM, before it switches off duse to lack of motion, locks onto a suitable reflection of the LEDs in the dark and sees it as the result of a live heart rate (as you would expect). This then keeps the HR monitoring alive and has the results that you've experienced.

Even if it does switch off correctly, in Auto mode all it needs is one little bit of motion of the car and the HRM will fire up for a moment to see if it's being worn. A reflection in the dark can, again, end up with these results.

This has come up on the forum before with the resulting recommendation being that if you're going to store the Surge in a darkened place, be sure to turn the HRM (or, better yet, the entire Surge) off.

[HelenaFitbit]

Thank you for your participation in the Community @ProudDad as well as letting us know about this. 

I will make sure to provide feedback about your Customer Service experience so we can prevent this situation from happening again. 

Now, let's get back to your inquiry. @MikeF mentioned above me, your LED PurePulse display is probably reflecting onto another surface; and your tracker persumes that this back-and-forth reflection as an HR reading. 

This happened to me once before, I left my Surge inside my sneakers while I was taking a shower and the LED display kept flashing.

In this case, you don't need to replace, restart, or setup to get back on track. You can delete these steps by creating a driving log following this guide. If you are going to continue leaving your Surge in the glovebox, it's best to turn off the HeartRate monitor. 

Hope this helps! Let me know if you have any questions

[ProudDad]

Well I think it means the unit is defective as it doesn't happen to everyone's Surge. Anyway my faith has now been restored as Fitbit have agreed the unit is faulty and are sending out a replacement. Perhaps it was just the one individual who wasn't as great at their job. Thank you Fitbit you'll know most likely get more custom from me.

[MikeF]

Fortunately it doesn't since most users seem to turn their Surge off under those circumstances.

[ProudDad]

Not happy with Fitbit. First a battle with some clueless customer service representative who denied my Fitbit was faulty. Then someone sensible agreed it was faulty. Now the replacement of my 2 month old Surge is going to be a refurb. I am getting fed up with this crap. Sort it out Fitbit or you'll be getting £500 worth of stuff back and I'll be slating you in every review site. I've said nothing but good things until now, in fact on my recommendation two people I work with have bought Charge HRs last week. This will be changing unless one of you lot actually honours what is right!!!

[Mcore]

Hello @ProudDad. Thank you for your comments and feedback. I'm glad to hear you are now in touch with customer support in regards to the replacement tracker they are sending you. I would appreciate it if you could follow up with the support team since they will be happy to look into your case.

You can also check out this post in regard refurbished trackers.

Thanks!

[FlatBitOwner]

I seriously doubt it they have given up on customer srvice due to too many faults its overwhelming them. 

[AlvaroFitbit]

@FlatBitOwner Welcome to our Community! Have you had any issues with your tracker? Have you contacted support? Is your tracker within the 1 year warranty period (2 years if you purchased your tracker and are located in the EU or UK)? The more information you provide the better I can assist you.

Let me know how it goes!

[Chris1963]

Or 2 year warranty if you are in the EU/UK, Alvaro

[Bclewis]

Going on fourth surge battery and condensation problems. Now talking about one year warranty for year from wini bought original surge. How can this be with all the problems I've had . I'm very disappointed with product like to just get money back and buy a good product.

[AlvaroFitbit]

Hi @Chris1963 @Bclewis.

@Chris1963 You are correct, I have even edited my previous post with that information so no one gets confused.

@Bclewis If you purchased your tracker in the US (or basically outside the EU/UK) your tracker is covered under a 1 year warranty. If your tracker is showing any damage please contact Support for assistance. Also if you would like to have a refund you will need to contact the retailer where you purchased your tracker from. Fitbit offers a 45 days return window from the date of purchase.

I'll be around!