Cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Premium wasn't added when purchasing Sense

Replies are disabled for this topic. Start a new one or visit our Help Center.

SOOO I cannot be the only one!!  Did anyone else NOT add the free year of Premium to their new watch order, and now can't get it?  Is there help anywhere for this??

 

Moderator Edit: Clarified subject, formatting and updated label

Best Answer
26 REPLIES 26

I had the exact same issue and my chat with customer support was fruitless.... "There is nothing we can do."
I am returning the watch if this is the final word on this matter. Is there anyone I can email? I liked my ionic and miss not having one but I feel I have been cheated.

Best Answer
0 Votes

Yeah this is bull.

 

Best Answer

Oh no. Today I helped my husband order a Sense on the Ionic Discount Store but also could find no way of ordering Premium for 12 months. I thought it would be something we do when the device is set up. This is shameful.

 

The store wouldn't work correctly - when we tried to navigate it we kept being taken to the US normal store - we are in the UK. The cart turned into dollars at the full price. Had to keep accessing it through the link and use the access code each time. Finally ordered the Sense and a free strap but gave up on getting anything else as the whole process was painful and we didn't want to lose out on at least buying his Sense before the cart screwed up again.

 

The Fitbit Discount email clearly states '1 Fitbit Premium subscription for a full year (new members only)'. Neither of us have ever had a Premium subscription or Trial so we should be entitled to the 12 months.

Best Answer
0 Votes
I keep hoping they will make it right but I have received no response from my earlier call.
Best Answer
0 Votes

You aren't alone. I called and did an online chat with support. In both cases, they wanted to close my question because they showed that my previous premium was cancelled and that was all they could do. I pointed out that I hadn't called or done the chat to see if it was cancelled but to find out how to add it and had only cancelled it because that was in the instructions on the fitbit site.

 

It seems like NO ONE at Fitbit knows what to do with the folks going through the ionic upgrade nor do they know what the ionic upgrade site even says about this. I felt like they thought I was making something up and didn't understand when LITERALLY (and I would post a pic but it says I'm not allowed to) the site says "• 1 Fitbit Premium subscription for a full year (*new members only)
*If you already have a Fitbit Premium subscription, you can cancel it in order to receive the year of Premium included in this offer." 

If their own site says it why can no one do anything about it?

 

After escalating, and this is where it gets more frustrating, I was told that I couldn't get the premium membership like offered. They said it just didn't work and I couldn't use the code. 

 

WHY OFFER IT ON THE SITE IF YOU WON'T HONOR IT? Why give the asterisk letting someone know they can do it when the answer all of the employees any of us have talked to say they can't do anything?

 

I'm beyond frustrated

 

 

 

Best Answer
0 Votes
Me too.
Best Answer
Yes it is ridiculous!
Best Answer
0 Votes