How to activate 1 year free premium after Ionic recall?

[AshleighAngell]

I have recently purchased a Sense following the Ionic recall and my email states I can claim 1 year free access to premium however I can only seem to find 6 months free when using the app or Web log in. 

[FoldingBikeman]

You can add the free year only by going to the discount site that was provided in the registration for recall return.  You add it to your cart and buy a discounted new device if you want. This will only add the subscription to the account that was associated with the Ionic and will only work if you don't have premium now.  Also, you have to do all this with one checkout.  You cant get back to the site a second time. 

[Sdfraser8]

Hi I'm in a similar boat with the recalled iconic.

I've gone through the whole ordering process, including requesting the free 1 year premium and it shows up as ordered on the receipt. I received the new watch (Sense) promptly which was appreciated!!

I set it up right away and initially thought the one year free trial had been added as anticipated.

But on closer inspection I found that it added only a 6 month trial (presumably because the new watch came with a 6 month trial).

I have not used premium prior to this.

How do I go about changing it to the 1 year free access,?

Plus can I tack it on to the free 6 months that came with the new watch?

thank you!

[FoldingBikeman]

I am not sure but I think when you added the 6 month premium you blew your chances to recover the 1 year that was ordered initially.  I suggest you call the support line but I caution you now that they will be no help at all. They simply say They cant fix it and then ask if you need anything else. What a joke customer service is - Sorry for the bad news.  For me, they admitted there was some system error which prevented the proper association and they Still couldn't fix it. Its Pathetic.  

[Sdfraser8]

Thanks for answering so quickly!!

I had anticipated an automatic addition of it, or some sort of code number to enter, since I didn't find anything that showed me how to "correctly" add the free year. 

 (Other than if you already had a subscription- you had to cancel it first...which I didn't) have.

I'll reach out to the support help and see if my experience is as bad as yours was.

Thanks for the heads up as to what I can likely expect from them

[Chairyest]

I’ve faced exactly the same problem, it wasn’t clear or obvious how to add the 12 months premium subscription, I searched at the time and couldn’t find it so assumed it would just be added to my account.

I called the help centre afterwards and was advised there was nothing they can do and it should have been added at the time of purchasing my discounted sense. They gave me a case number and told me to raise it here with hope a moderator could offer a solution, if anyone is listening. I’m guessing he sent me here just trying to get me off the phone. He admitted that he has received numerous calls from people with the same issue which suggest there’s an issue with their process. 
Fitbit have done fantastic to replace the faulty ionic free of charge only for this to let them down.

Moderator Edit: Personal info removed

[YojanaFitbit]

Hi everybody,

Welcome to new users and thank you all for posting your comments about Fitbit Premium. We‘re taking your comments and sentiments in regards to our products and services into consideration.

Please note that you can follow the instructions here: How do I purchase or start my trial of Fitbit Premium? If you've already followed those steps but you can't see that option, please click here to get connected with one of our representatives. They will be glad to keep assisting you in case that you have more questions about your case as well.

Thank you for your understanding.

[LaurieJ6791]

Completely agree. Just had a very similar experience with Customer Service. Was told that there was nothing they could do and that I should be happy with the 6 months.

How does a customer service department not have the ability to correct this error or direct customers to someone that can? This all could have been avoided if the instructions on how to redeem the free year were made clear and the system was ready for the Ionic recalls.

Extremely disappointed. 

[LaurieJ6791]

Customer Service has not been helpful. Unless they are able to access our accounts and add the one-year free subscription, as promised as part of the recall, it is a waste of time.

The fact that it was not clear as to how to receive the free year is a problem in itself. Fitbit should make this right. 

[YojanaFitbit]

Hi there, @LaurieJ6791. Welcome to the Fitbit Community Forums. 

Thanks for taking the time to share your comments about this process and for contacting our support team. I understand where you're coming from since this isn't the experience that we want you to have with your Premium option. I appreciate your comments about this situation and please know they won't be taken for granted.

Thank you for sharing your feedback with us.

[AshleighAngell]

Will fitbit be doing anything to rectify this? It's clear that I'm not the only user who has been affected.

[FoldingBikeman]

Just today, I received an email from the Fitbit customer support escalation team saying they understood the problem and can do nothing about it. The email closed with "We hope for your understanding with this matter".  It is clear that Fitbit won't lift a finger to resolve these issues. I had such high hopes for Fitbit since they handled the recall so graciously only to have the support team ruin all the good will.  I hope they understand that I won't spend another cent on a Fitbit product or service.

[MonicaM3]

I ordered mine today and couldn't even find the option to select the free upgraded plan that was promised. And the free extra band selection was pathetic. The only options were either backordered or just God awful ugly. I've spent a lot of money with Fitbit over the years. This is probably my last purchase.

[FinlaysMommy]

I was under the impression that ALL people affected by the recall were supposed to get the 1 year free premium but then I was told that because I purchased a full year in August that I’m not able to get the free year. What??! So not only do I get penalized for purchasing an annual membership from Fitbit but I also lose 3 months of use of the plan that I PAID for since I had to mail my ionic back to them. Now I have a useless membership until August but no Fitbit! I asked support to cancel and give me a partial refund but they refused. Poor customer service! I’ll stick with the Apple Watch from now on I guess. 

[YojanaFitbit]

Hi everyone.

Thank you for your comments. We're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and overall environment based on that feedback.

Thank you for your understanding.

[annieuk]

To be honest, it's no good telling us you send in feedback. We need action. It's not fair or right that, because of the awful way the Discount Store operated, that we should miss out on what has been promised. We shouldn't have even had to make a selection if we were entitled to the 12 months. As it was, I could see nothing in the store about this and I was particularly looking out for it. When the new Sense arrives, I'm considering sending it back if Fitbit don't honour their promises. It's a disgrace.

[Auxi]

Hi I have the same problem with the recalled iconic & the promised 1 year free premium account. .

I went through the whole ordering process, and ordered the Fitbit Sense & the accessory band, but no matter what I did, I could not add the premium account thus I assumed the 1 year premium account was automatic with the new purchase especially since it was promised in the Fitbit support email.

I promptly received the new watch (Sense) along with the accessory band and immediately started the setup/registration process. 

During the set up process I initially thought the one year free trial had been added as anticipated, but upon a closer inspection I found that it only added a 6 month trial (presumably because the new watch came

with a 6 month trial).

I have not used premium prior to this, thus I’m now wondering how do I go about changing it to the 1 year free access as promised?

I thank you in advance for your time and attention to my concern. 

Kind regards, Maria

[FoldingBikeman]

If you already used the discount portal when you purchased your watch, you can’t. Calling customer service is just a waste of time and will only make you more mad then you are right now. 

[SunsetRunner]

Fitbit customer service is terrible. You're basically in your own.