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Unable to update replacement Surge - Help please!

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‎07-18-2016 15:42 - edited ‎07-18-2016 15:52

‎07-18-2016 15:42 - edited ‎07-18-2016 15:52

Hello!

 

Have had to replace my surge and the strap had broken. However, having a problem with installing the new surge.

 

It says it needs an update, however, when I click on the button on my menu to update it - the pink bar - which should initiate the installation of the update, nothing happens. I am unable to use the watch currently - it has the screen which indicates I should set up via fitbit/setup - however, that's what I have done!

 

Any advice on how I can update the software another way or bypass this?

 

EDIT: Fixed- but is there anyway to replace the band somehow of the broken one? The device is still great!

 

 Thank you!

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3 REPLIES 3

‎07-19-2016 00:15

‎07-19-2016 00:15

Glad you got it sorted.

 

In terms of the band, I'm afraid there's not much you can do about this as the electronics are built into the band meaning it can't be replaced. That's why fitbit had to replace yours.

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‎07-19-2016 04:44 - edited ‎07-19-2016 05:20

In response to SteveH

‎07-19-2016 04:44 - edited ‎07-19-2016 05:20

Thanks - appreciated!

 

Fitbit didn't replace mine - I bought a new one! Do you know the protocol for changing out an old one to get a new one due to the strap and the costs involved? Just have read several different stories on this forum - would by the Fitbit in the UK.

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‎07-19-2016 05:59

In response to LogicalHarm

‎07-19-2016 05:59

If your old Surge is less than 2 years old then it will still be covered by the warranty (it's 1 year outside the EU) - see www.fitbit.com/returns

 

If it is then I'd suggest contacting fitbit customer support to discuss a replacement via one of the options in this link:

 

contact.fitbit.com

 

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