After YEARS of being a loyal Fitbit customer (and selling to my family), I'm almost at the end of the road. Historically, I've "stayed" with Fitbit (i.e. not tried other manufacturers) for their stellar customer service, but I can no longer claim that after my recent experience. I'm hoping they'll reconsider and that perhaps I just spoke to the "wrong rep" ?!?!?
I recently recharged my fitbit Ionic after notification that my battery was low. After charging it from ~14% to 100% (takes about an hour or so), I went to bed shortly thereafter ~10pm. Upon waking up at ~5am, i checked my device and it was completely dead, 0% charge. After troubleshooting and resetting, I decided to recharge it again hoping it was some fluke. Another hour or so goes by, back to 100%. Great...or so I thought. About lunchtime at work, i notice the battery life is at 46% and falling fast while even on hold to Fitbit CS Rep.
I was told that I was out of the stated warranty, and offered a new fitbit of my choice at 40% discount. When I asked how long it had been since I bought the device, I was told "I can't share that information with you". Excuse me?!?! I bought the watch (directly through fitbit), and would like to know when it was purchased! "I'm afraid that is internal information and can't be given out to you"...
I explained to the rep my point in asking is that I'd like to confirm / gauge how FAR past 1 year the device warranty my original purchase was so that I can intelligently assess whether the product is at fault (in my opinion of course). STILL wouldn't budge.
I went back to my bank statements looking for the charge....Sure enough it was ~13 months....This is an egregious breach of integrity and loyalty. In fact, if you stood behind your product, you would offer to either fix or replace it.
