Can't unlock Ionic - feedback

[TheCoder]

First, let me start by saying I've always had high regard for fitbit as a product. However, the last event had me fuming!

in April 2019 I bought a fitbit Ionic from the Fitbit  store, was super excited about it. I used it, and the Fitbit pay as well! However, after a while , I decided my fitbit Alta would do what I really need, so I removed it from my fitbit account, and sold it to another party, and forgot to remove the pin. The buyer entered the pin 10 times, effectively locking the device.

I received the device back, and the screen 'Unlock using Phone' was displayed. No worries, I thought fitbit can help, I got my original purchase receipt, they have it shown as added to my account a while ago, so it should be easy. Well, I called fitbit today, and the lady on the phone confirmed that she can see the ionic attached to my account's history, but she needed to send this issue to some other department , and that they would email me with a resolution. Great ! I thanked her for her time and waited for the response. 

1 hour later, I got this email from Fitbit's support

" Thanks for providing additional information about your product. Sorry we are not able to have this device unlock. Unfortunately your product does not meet the requirements of our warranty policy for replacement. For more information about our warranty policy, please see http://fitbit.com/returns.

Should you decide to purchase another fitness tracker we hope you'll consider Fitbit (http://www.fitbit.com/store)."

I couldn't have been more livid ! So the 1 year warranty is useless, because it doesn't cover their own poor software design ?!

Am I wrong here ? as a user, I did what the device allowed me to do, I did not 'hack' the device, jail break it, or any form of unauthorized software manipulation! I just used the device as it permitted me, yet the device has a design flaw which renders it useless! How is that my fault exactly ?!

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

A warm welcome to the Community @TheCoder. Thank you so much for taking the time to share your experience with our Support team. 

I truly appreciate that you've shared every detail of what happened with your Ionic. I've shared your post with my Support team in the case that you already have with them and they are going to check it and provide you with options. 

Each case is reviewed individually and the option that's provided is based in the Fitbit Warranty. 

I'll be around if you need further assistance. Your understanding and patience is appreciated. 

[TheCoder]

Silvia, 

Thank you for your considerate response.  I hope things can be worked out, because I really do not think it is logical to lose on such an investment just because someone punched in too many invalid pins.  I hope you can show that you can win your customers back. 

Thanks,