Bad back light bleed

[N8teGee]

Just received my Ionic and went to set it up when I noticed the back light is very uneven, doesn't look right at all. Anyone else notice anything like this? Or have I got a dud? 

[Jorkal]

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@N8teGee wrote:

Just received my Ionic and went to set it up when I noticed the back light is very uneven, doesn't look right at all. Anyone else notice anything like this? Or have I got a dud? 

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[POTATOEMAN]

that doesn't look right.....although your photo looks very over-exposed ....

[Frenk]

Mine doesbt light up. 

What about the apple device?

can you charge the Ionic wireless? 😉

[ggalexgg]

Absolutely defective, send it back! 

[N8teGee]

Yes I'm talking with online support now. It looks alot worse in person, something I'm definitely not happy with. 

[minigno]

Yeah, they should send you a new one...defect in that one, I don't see anything like that.  Sucks that the bad luck fell on you there.

[N8teGee]

Just finished with chat. I now have to wait for a specialist team to contact me by email with instructions on the return process. I'm really not too happy to be honest when it's clear the device is defective. I'm not sure what the reason for this specialist team is. 

[CarlosCFitbit · Accepted solution]

@N8teGee Sorry to see that but thanks for reaching out and providing the pic of what you're experiencing. I found your existing support case and escalated it. Look out for an email from our team shortly. We hope to get you back in business asap. Let me know if you have any questions.

[N8teGee]

Thank you @CarlosCFitbit. I understand issues like these occur, just a little disappointed after what seems like a long wait for this device. Thank you for escalating the case.

Update

Support are sending me a postage label to send the defective device back for them to investigate further. Can't fault Fitbit customer service/support. Hopefully the replacement is fault free, I haven't seen anyone else complain about this issue so hopefully it's just an isolated case.

Thanks again. 

[John-21]

Do they let you use the current one until you get the replacement?

[N8teGee]

Post edited

[ratcityrain]

Glad to see they are taken care of you. That is why I stay with Fitbit because I feel they have good customer service.

I hope this is just a one off and sometimes this is what we get purchasing the first edition of something new, but glad they are sending you a new one

[Donnamt16]

I am so glad they have been so efficient sorting this for you, it is a lot of money to spend so good customer service is absolutely necessary.

I am sorry you waited so long and got a faulty watch though I would of been distraught!

[N8teGee]

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@Donnamt16 wrote:

I am so glad they have been so efficient sorting this for you, it is a lot of money to spend so good customer service is absolutely necessary.

I am sorry you waited so long and got a faulty watch though I would of been distraught!

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Unfortunately it's just one of those things that happens, I'm usually quite lucky when it comes to new devices. It's most noticeable on full brightness, but like you say we've spent a lot of money on this and it's not something I'm prepared to overlook. The screen is the main part of the product really.

I agree, customer service is sometimes just as important as the product itself. I can only commend Fitbit in this regard. We also have the 2 year warranty in the UK so hopefully we will get some good use out of the Ionic. We'll that's presuming the Ionic 2 isn't out by then 

I'm just wondering was everyone else's box sealed, like a security sticker or anything? Mine wasn't sealed at all, the outer cover just slid off freely and the inner box lid wasn't secured in any way either. I just remember seeing in unboxing videos that the outer cover had stickers securing it. 

[Jorkal]

My box was sealed, as I remember the box itself had a seal to unbox at the bottom.

[pedris]

Fitbit's customer support has been very good in my experience. Not the case with all companies 😕

[N8teGee]

My new Ionic has been shipped now, unfortunately because of the weekend isn't expected to be delivered until Monday (02/10/17). At least it's on its way though. 

[minigno]

Mine was sealed with two transparent stickers on each side...I didn't notice them at first and couldn't slide the box out, so there is definitely something odd about what you received.

[CarlosCFitbit]

@N8teGee You got it! Sorry that your first experiencing with Ionic was a bit lackluster. What happened to you is definitely not expected behavior. Thanks for you being a trooper and for your understanding. I'm happy to hear that the replacement Ionic has been processed and is already on it's way to you. Have a great weekend!