can not turn on my Surge, it's stuck in let's get started

[granny27]

I received the Surge for Christmas.  It has been plugged into my desk top for 12 hours.  the only message on the screen is let's get started.  I have been thru the set up on my computer and nothing happens.  I have tried turning off and nothing.  Been at this for 2 hours.  Ready to take back!   Help!

.Moderator edit: Clarified subject.

[SunsetRunner]

im having exactly the same problem with the surge and cant seem to get answers from the help page

[granny27]

Been trying for about 3 hours! Please let me know if you have any
suggestions.

[Yiger]

I got my sruge about a year ago and the battery life of the device suddenly began to die lasting only 2 days on a full charge.  

Then a few days after that the device simply wouldnt turn on.  I contacted customer support for technical help and they simply told me that because I purchased my device a year ago, my warranty is expired and that they cannot offer support to me.  

They wouldnt even give me a single word of technical advice to try to fix my surge!  I wrote them another email expressing my dissapointment and they slapped me in the face again by only offering me a 3 month comlimentary trial of their premium service if I purchased another device.  

Return your device while you can still get a refund.  The second fitbit is not legall obliged to help you, they will simply brush you aside.  

[YojanaFitbit]

A warm welcome to the Fitbit Community @granny27, @Yigerand @SunsetRunner! Hope you’re enjoying the forums. 

@granny27 and @SunsetRunner, it seems to be that your Surge is having a hard time connecting with your Account,  please try the restart on your Surge a couple of times and then try the "Setup" one more time, if you're using mobile device check the Bluetooth settings on the phone and delete your "Surge" if it looks connected after trying again. If this doesn't work please contact Customer Support, so they can further assist you. 

@Yiger I'm sorry to head that you feel that way! I'll definitely take the feedback of your case, this has not gone unnoticed and be sure that I will pass this along. Did you tried the suggestions listed here to improve your Fitbit battery life. I'm interested in help you with this. 

Let me know on the outcome, I'll be around!

[DerekY]

Hello Yonjana,  this is Yiger, I am using my actual fitbit account for these forums now.  

I am using my old fitbit, the band broke and your company was nice enough to replace it when it did.  

I rigged it with a string to make it hold together, a temporary fix.

I tried every tip I could find to no success, the watch simply will not respond to any reset command plugged in or not.  

I also sent multiple emails requesting technical advice for my problem.  

However, each time I have been responded with the following message.

"Thanks for sharing your thoughts with us. At Fitbit we want you to enjoy an outstanding experience achieving your goals, and we want to enjoy the journey with you by providing you with the best costumer service. 

Furthermore, we'd like to clarify that as much as we like to help you out, we are still not able, due to our terms and policies. We strive for excellent customer service. Though customer satisfaction remains our number one goal, the demands of running a global business require that we now enforce our warranty consistently. Because your tracker didn't meet these warranty conditions, to help keep you in the Fitbit family and working towards your goals, we'd like to give you a 25% discount towards the purchase of any tracker at Fitbit.com, including the newest models."

This is by far the coldest and insulting customer service I have EVER received.  They completely ignore the fact that I directly requested technical advice, instead they simply avoid the question with a general copy-paste response.  

How could I possibly be expected to buy another fitibit device when my 250$ purchase for your flagship product suddenly wont turn on and there is zero aftermarket support?  To offer me a 25% discount at this time is simply insulting.  

Yes my watch is out of warranty, but your customer service team has made absolutely zero effort to help me. 

[YojanaFitbit]

Hope you're doing great @DerekY! Sorry about what happened with your Surge, it's understandable the fact that you get a little frustrated when things don't work the way you desire. I'll pass along the feedback in regards on how you feel with this interaction. If your Surge is not responding at all, try to clean the contacts on your Surge and charger with a toothbrush or toothpick, restart a couple of times your Surge, sometimes it works when it is unresponsive. 

About the information that you received, if your Surge is out of warranty as they said a replacement is not applicable. I think that using a discount to get back on track with the same or a different tracker, it'd be the best option for a person that is considering staying in the Fitbit family. If it is not your case, sorry you feel this insulting but you can turn down this option.  I understand you've invested in the Fitbit Family; however, Fitbit as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

I appreciate your understanding. 

[Yiger]

"it's understandable the fact that you get a little frustrated when things don't work the way you desire"

The way I desire?  Make no mistake Yojana, I am not "just a little frustrated" I am furious that I made a 250$ purchase for a extremely flawed device that didnt even last a year and a half.  Your company promised so much in the surge and portrayed itself as a company that actually cared for its customers.  

However in addition to the pathetic breakdown of TWO of your surges, your customer serivice is among the worst I have ever seen.  

Your excuse of being a global company is also no excuse.  I can name many different companies that stand by their products to a certain extent well after the warranty.  Apple, MSI, Canon, Nikon, Toyota, Dell... if their products suddenly fail, there are places where I can consult to find the reason for their products failure and in many cases, options to fix them even if I must pay for them.

Fitbit however, has simply dodged my questions about why my watch suddenly stopped working and has continued to ignore me when I press you for answers.  Now that I spend time on these forums, I can clearly see that the surge is a highly flawed product and that your company is eager to rid themselves of their warranty obligations to its customers.  

Ah and lastly, you can have this last bit back "I appreciate your understanding."  Your company will never have my business again, and I will be sure to steer my friends and family away from your products.  

[granny27]

I returned my fit bit today

[BillyG1016]

Had the same exact issue, chatted with CS and they sent another unit and the replacement is doing the exact same thing as the first.  We purchased from BestBuy and they're telling us to return since there have been many issues reported to them corporate wide.  Had my Charge for well over a year and it's flawless.  Very sad to see the quality of more expensive products fail to live up to the products history