Water damage on my Surge

[RolanddeB66]

This weekend I did my running exercise in the pouring rain. Unfortunately the next day there was condensation in my watch. Below the response of Fitbit. Just want to check with the community: Am I expecting too much or is this a strange response? 'Thanks for providing additional information about your product. Our warranty policy does not include replacement for damage due to normal wear. Here is a link that you can find useful in order to know more about the ware and care of your Surge. Unfortunately, your product does not meet the requirements of our warranty policy for replacement. For more information about our warranty policy, please see http://fitbit.com/returns. Should you decide to purchase another fitness tracker we hope you'll consider Fitbit (http://www.fitbit.com/store). Sincerely',

Moderator edit: Updated subject for clarity.

[YojanaFitbit]

A warm welcome to the Fitbit family @RolanddeB66! It's great to see you participating in our Community.

Thanks for giving your feedback. I'd like to give you some information. You can check the environmental conditions on the manual page 32.

 
If your tracker isn't working you can try these steps:

• Put your tracker into a bowl of dry rice for 24 hours. This will extract any moisture that remains inside the device.
• After your tracker has been in rice for 24 hours, restart it using the instructions in How do I restart my tracker?

Sorry to hear that you're not getting other option but in most cases water damaged trackers aren't covered under warranty but it depends on the model. The information is given by our support team. 

Let me know if you have questions.

[RolanddeB66]

Hi Yojana,

Thanks for your reply. My tracker is in rice now, so wait and see.

I am curious why you as my third contact on this issue is giving me this practical tip and the others didn't. For your information:

I didn't shower or swim with is. I only use my tracker for running.

Keep you posted 

Unfortunately, your tip is not working.

My Surge is in rice for two days without result

I am sad it didn't work out. I am also sad to read that other users in this community with the same problems get a replacement. I do not understand what is different in their case and mine.

As I told you I didn't swim or shower with my tracker.

What do you suggest?

Roland

[YojanaFitbit]

Thanks for your reply and for confirming this information @RolanddeB66. 

I appreciate the time you took to troubleshoot your Fitbit, in this case it's best to check with our support team. I noticed that you already have a case open from back on July this year. You can reply to the last email you got from them, or I can request a new case for you if you wish. They will have to check the warranty options as each scenario.

Keep me posted, I'll be around.