“The Ultimate Fitness Super Watch”? Absolutely NOT!
I really wanted this watch to be awesome. I own the Aria (Fitbit scale), Charge, Charge HR and love them and now I own the Surge. I was willing to forgive glaring issues in hopes it would provide me with a GPS option and heart rate feedback without the chest strap, but after more than two months of trying it out and hoping at some point I could give it a positive review, I have to give in and say “do not spend your money on this watch.” It has been a complete disappointment as it fails to do its primary function.
My biggest problem with the surge is the GPS. I have ran and ran and it has yet to be successful in tracking my runs. Today was the first time where it actually succeeded in tracking 50% of my distance. That may be a great percentage for a baseball batting average, but is truly awful for a GPS watch. My actual run was 4 miles in 37 minutes which is a pace of 9:15/mile…as you can see below, the Surge’s metrics are way off.
It actually mapped my run fairly well, at least better than other times.
I have read where people blame altitude as the reason why the watch’s GPS struggles. I live in Salt Lake City which is at a higher altitude than the coast, but even if this is the problem, it is inexcusable as other GPS devices, including other fitness watches (Garmin 405), do not have a problem keeping the signal.
I have begun a discussion with Fitbit’s customer service which so far is about as great as this watch. I will provide the communications with my thoughts below and will update them as they continue.
For the most part the heart rate monitor has worked as advertised. it has typically been within 5-10 beats per minute as compared with other monitoring devices. I really like to see my heart rate when I am sleeping and while doing typical daily activities. During exercise, the heart rate monitoring has worked most of the time. There have been instances while in a spin class with the lights off where the monitor has failed to register my heart rate. This could be due to the position of the watch on my wrist when holding onto the bike’s handlebars. I haven’t quite nailed down the problem, but by the end of the class it has read my heart rate enough to give me an adequate picture of my workout.
The Fitbit app is serviceable. it provides the basic information with a general picture of your fitness throughout the day. It syncs easily enough with the watch. The biggest problem I have with the app is they don’t provide an iPad app. it is a phone only app which means it just sucks on the iPad. For a company that is all about technology, how can you not provide both an iPhone and iPad specific app.
I could go into a lot more about the Surge, but why bother when it doesn’t reliably perform one of the basic functions it is designed to do.
HERE IS MY COMMUNICATIONS WITH FITBIT’S CUSTOMER SERVICE DEPARTMENT:
My Initial email:
I don’t have access to my initial email as it was submitted directly on their website, but it basically stated I have never been able to get the GPS to keep the signal through an entire workout.
Fitbit Response 1:
We are sorry to hear that you are having issues with your Fitbit Surge tracker to track a run or exercise.
With the Fitbit Surge you can track several types of runs and exercises, see your stats on the device during your workout, and then consult your web or mobile dashboard after syncing your data to review details and totals. This article provides everything you need to know to track a run or other exercise in real time, after which you’ll be able to get started in seconds regardless of activity.
If you still having troubles with your Fitbit Surge tracker please do not hesitate to contact us.
Mario V and the Fitbit Team
My Response 1:
Really? Your reply to my problems is the user guide? The GPS loses connection on every run I do. It has yet to work. I just got back from a run which I know is 4 miles and it says I barely ran above 2. Is the watch faulty?
(Admittedly, I was a little spiteful with my response. Mario V and the Fitbit Team are just trying to do their job)
Fitbit Response 2:
The purpose of sending the related article of “how to log or record a run or an exercise” is for you to be sure that you are activating your device properly prior to these activities.
If you have been trough these steps and your Fitbit still not working properly please let us know in order to give you further assistance.
Mario V and the Fitbit Team