Can't Get a Replacement for a Hardware Issue

[kateln]

Just spent 30, unproductive, minutes on the phone with customer service (the "highest level of support" was of no help at all).   My device is consistently crashing, is not counting calories, or receiving text messages.   I will start a workout, only to have it crash on me and lose all of the data from before the crash.   As it's not an issue I've heard or read about anywhere else or here, I believe (as an engineer) that it's an issue with my device.  Instead, I've been told that "the engineering department is working on a solution".  They will not honor the warranty and replace the device like they claim they will, and I have to wait for a fix that Fitbit Customer Service doesn't know when it's coming out (which will not fix the device the device as it's a hardware problem.   

I just want Fitbit to honor it's commitment to their clients, and replace my device under warranty.  The "wait until the fix comes out" answer isn't a good one, especially because they don't have any idea when that fix is coming.   

[soccersnaps]

had exactly the same problem with my charge 2, spent a week contacting customer support.

Fitbit Customer support is a bit of an oxymoron

[kateln]

I'm so glad I'm not the only one!

Did they finally replace your device?

Sent from my iPhone

[soccersnaps]

no..despite the fact that i tried on 4 different iphones and a samsung, they insisted it was an ios app issue. I accidently dropped the watch on my kitchen floor , worried that i had broken it, i synced and voila .......it worked again.............for how long though??

[Zyteona]

Hello, thought my issue was the only one as well. My fitbit ionic has been acting up. Everytime there is a firmware update, the fitbit won't sync. I reset the watch. I have bought two phones and still some issue. Called customer service and the manager IVAN says that they are fixing the issue and there is nothing they can do cause it seems to be working fine now. I should call back when the issue happens again. I have called twice before about the same issue. My watch has not been working or updating for about 2 months prior to me calling them. But since it's working in their system "today". Wait until it happens again. I asked how many times does it have to be an issue before you will honor the warranty? What is the point of buying an extended warranty when they will not even honor it! The customer service sucks and so does the watch and all of the issues. 

I am very disappointed in their customer service. 

[USAF-Larry]

@kateln, all the issues you describe sound more like a firmware or app problem, and not hardware problem. As support said, replacing the hardware will not fix any firmware or app issues. Hopefully there will be a firmware or app update in the near future to correct those issues.