Bricked Ionic and Support options

[Iain_K]

So I read from the mod types in the "update" thread that Customer service are applying the warranty policy and thats that.

I want to let those with bricked Ionics know that this is not totally true.  Fitibit have deviated from this for some users, for example my out of warranty Ionic is being replaced.  I dont know exactly why Im so special to be an exception to be honest, but I was crystal clear with them that I did not consider the opportunity to waste more money with Fitbit to be an acceptable resolution to their faulty update bricking my 14 month old device.  If they want Firmware upgrade Beta testers, get volunteers, or else apply the updates to those who still have warranty coverage first to figure out where the bugs are before using me as a guinea pig for firmware testing.

So my question is if they can do the right thing by me (eventually), why are they insisting on this corporate line about the warranty policy for so many other users who are in exactly the same boat as me.  Treat EVERYONE the same and DO THE RIGHT THING.

Id ask this on the update thread, but its locked at the moment.

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@Iain_K It's great to see you on the Community. I appreciate the time you took to share your experience with our Support team. 

Your feedback is appreciated, we're always working to provide you with options. Regarding your inquiry about bricked Ionics, our Support team is reviewing these cases in a case by case basis, rest assure that our priority is helping you. 

Hope you can continue enjoying your Ionic. 

[Iain_K]

Yup, that totally does not answer my question.

Either Fitbit has a warranty policy that it follows and applies to all users, or it doesnt.

Mostly it appears that Fiibit offer those with out of warranty devices a 25% discount on a new one, but then in some cases after insisting that there is nothing more they can do, they flip flop and send a replacement after all, by which point the damage to the consumer relationship is done anyway.   

Just be transparent and consistent and treat everyone the same, and do the right thing by those affected by the toxic update.

[BKSHockeyMama]

I totally agree with you.. I was offered the 25% off for my 18 month old device.  I keep hoping they will figure out this issue since so many people are having all of the same issues.  I really don't think mine was a one off.  

In the past the fitbit was the way to go but now Apple seems to have all the same options.... SERIOUSLY considering an Apple Watch.

[Iain_K]

For those left unsatisfied IF YOU BOUGHT WITH A CREDIT CARD

maybe the extended warranty offered is a solution?  The extra year may be a get out of jail card, you can get your money back and go buy an apple watch or Garmin instead.

FOR VISA

https://usa.visa.com/supporting-info/extended-warranty-protection.html

In addition to the claim form, you will need the following:

• An itemized sales receipt for the purchases—if you don’t have this, the store where you made the purchase may be able to print a duplicate receipt for you 
• Your Visa billing statement showing the purchase—your bank can usually make a copy for you
• A copy of the original manufacturer’s warranty—a copy can usually be downloaded and printed from the  manufacturer’s website
• The Benefit Administrator may ask you to provide additional information, such as repair estimate (if applicable)

If you have any questions or are experiencing difficulty obtaining documents, simply call 1-800-551-8472. If outside the United States, call collect at one of our toll-free numbers. 

For Mastercard

https://www.mastercard.us/content/dam/mccom/en-us/documents/Cardholder%20Benefits/GTB-Extended_Warra...

E.How to file a claim:
• Call 1-800-MasterCard to request a claim form. You must report the claim within sixty (60) days of the
failure or the claim may not be honored.

AMEX

https://www.americanexpress.com/us/credit-cards/features-benefits/policies/extended-warranty/faq.htm...

CLAIMS PROCESS
If You experience a Loss for which You believe a benefit is payable under this Plan, You must provide both
Notice of Claim and Proof of Loss.
To insure prompt processing of Your claim, report any Loss immediately following the date of the Loss,
including for gifts purchased on your Account. Retain Your receipts and Your damaged property (if
applicable) until the claim process is complete.
All States, District of Columbia, & U.S. Virgin Islands, Excluding Stats below Back to top
EW-DOC 09/17 Tier 1
We will decide whether to do one of the following: 1) have the product repaired; 2) have the product replaced;
or 3) reimburse You up to the amount of the item purchased on Your Account.
Notice of Claim
During the Extended Warranty Period, Notice of Claim should be provided to Us within thirty (30) days of the
Loss. You may contact the Company by calling toll-free stateside 1-800-225-3750 or, if from overseas, by
calling collect 1-303-273-6498. You may also write to Us at Extended Warranty, PO Box 981553, El Paso
TX 79998-9920.