I have a one year old fitbit surge. Hoping to record heart rate during sleep hours and calorie burn, I spent a lot of money on this tracker.
My first negative experience with my fitbit surge was about 3 months in, and I got this red rash where I wear my fitbit. I wear a Gshock on my other hand (and have for years), and this has never happened. I started searching for the reason for this rash and it turns out that I was not the only one to have rashes due to fitbit use, it just so happens that there are a LOT of complaints on their website concerning this rubber/silicone material causing skin rash. I stopped using it for a couple of weeks and started to use it again, once the rash came back, I had to stop and start again.
This was the beginning of our love/hate relationship.
A couple months later, the fitbit company decided to change/improve their website (which their consumers are already used to) and that really angered me that they force their consumers/costumers to re-adapt to their new dashboard and website navigation.
After re-adapting, everything ran smoothly, but I started having difficulty to charge, after looking at the bottom of the watch, it seems a lot of my dead skin has blocked the charging hole and I had to clean it (which is normal, but please, who puts a charging hole in contact with skin?), I blame this on a faulty design. After cleaning, it worked normal.
After a few days it stopped charging again, and it turns out the charger was also faulty, and I had to fiddle with the position of the charging cable to charge the watch, and the more this happened, the harder it was to find the right charging position.
I eventually gave up and told my daughter to order me a charger, but she had difficulty finding an original, so she bought one off an online shop.
When the charger arrived it worked fine, and I was happy for another couple of months, though my wristband was getting a bit torn.
Some months later my wristband was completely torn and I've had to use my handy stapler to staple the parts together so I at least can continue wearing it. "Why not buy a new band?" you ask? Well, this fitbit surge is an "old" model, and they have so many new fitbits releasing that the surge's spare parts were no longer available on their site. It's not even being marketed anymore, maybe it was a faulty product that fitbit no longer wants to be distributed.
Again my daughter had to look on online shops to find my surge band, and lucky me, my size was XL which made it ten times harder to find. FINALLY she found one on amazon.com, and the band is imported from China (We live in Indonesia by the way). So to get this SUPER RARE AND EXCLUSIVE FAKE BAND, we had to order from amazon.com, they had to ship it from China, to America/Canada (forgot), and then ship it here. The shipping costs were more than the actual product price.
Thank you so much for that FITBIT.
After all that, again we had a problem, a month ago my surge stopped recording my heart rate. I check my dashboard every single day and it has always recorded (synced), but that day, there was no data. It continued the following days and I have tried to clean the watch, re-charge, reset, played with the dongle, and nothing worked. After contacting costumer service they informed me that it may be that the fitbit is not updated, so I asked how to update, and they said it must be connected to the smartphone app. I do not use handphones at all, and do not own one, luckily my daughter does, and she helped update the software on the watch.
It could sync the her phone, but it wouldn't sync to my pc which is ridiculous.
The only advice customer service had for me is "If all else fails, buy a new watch".
This angered me to the point that I am writing this complaint right now.