Unable to swipe - condensation in watch face

[Kirby56]

When exercising in cooler weather, my surge gets condensation under the watch face.  Once that happens, I'm unable to swipe.  Love the product for all my training, etc., but this is now startng to be problematic.  I've had the watch for about 9 months.  Any assistance would be appreciated.

[HeydyF]

Hi @Kirby56 welcome to the Community!  Sounds too bad that your Surge is getting condensation on the screen. In this case you have to contact Customer Support, so they can take a look of your account and your warranty options. I'm pretty sure they will choose the best one for you. 

Let me know how it goes! 

[Sassytati]

I have condensation and I am not able to swipe. I am n a very hot climate and this started randomly.

[HeydyF]

Welcome to the Community @Sassytati! 

well, I've heard a few cases where the hot weather is related to condensation on the screen of the Fitbit Surge and what I normally recommend is performing a restart. So I urge you to try that and if that doesn't work, please contact Fitbit Support. 

I'll be around! 

[Sassytati]

Done 50 restarts at least and it often swipes for a few minutes then stops. I am in a very hot climate and I do sweat when I work out. The fitbit should be able to handle that. Condensation is not noticible unless I am wearing it.



Mari Monfort

[HeydyF]

Thanks for your response @Sassytati! 

As I mentioned, the weather could be related, but it shouldn't affect all the time how the Fitbit Surge works. So probably your Surge might be defective, so let me suggest you to get in touch with Fitbit Support as I previously mentioned, 'cause they have the tools to investigate this and provide you with a solution. 

Let me know the outcome! 

[Sassytati]

They replaced my fitbit and I am very grateful.

Mari Monfort

[myshawrona]

I just got off Chat with support.  They wanted me to reset, which i had done 5 minutes earlier.  They had me re-sync to get reset info online.  Still was not working/swiping. I was still under warrranty so i am getting a surge sent to me(not sure if refurbished or new) and recycling the old one at an electronics recycling center.  Hopefully everyone is able to get a working one.  

[SunsetRunner]

It will be a new device
When you get it keep an eye on the battery life (4 replacements with me in space of 5 weeks and terrible customer sefvice)

[HeydyF]

@Sassytati sounds great that Support replaced your tracker with no problem. 

@myshawrona to be honest with you, I'm not sure if the tracker will be a completely new one or a refurbished one. 

@SunsetRunner I'm very sorry to hear about the experience you have had with Customer Support. If you have any other question or issue with your tracker, keep me posted, maybe I can help you out. 

Have a great day guys!