Delivery/ Supply Problems - Ionic

[Michael4446]

My Ionic died suddenly after 18 months on July 5th. After speaking with customer service,  I ordered a new Ionic mid July with delivery promise of 07/20. After many delays I got today a new date of 08/27. Many calls later, it seems nobody knows what is going on @ Fitbit. Only comment, you have the right to cancel and order another model. Why would I do that and not by a different tracker/smartwatch from another company?

Does anybody see the same issues?

Why is Fitbit not following up with their customers?

What happened to this once so great company?

Thanks

[Odyssey13]

Hi @Michael4446  I've notified a moderator to stop by to assist you. They will be more able to address this issue. From reading on the forums, it seems that shipping companies are also having more problems with getting deliveries done in a timely fashion. Looking at the Fitbit Store, it seems the Ionic is popular and has listed it as backordered with a shipping date the same as you posted.

[Michael4446]

Hi @Odyssey13 . Thanks for your reply. Honestly I would be happy to deal with a shipping companies delay. In this case Fitbit just moves week by week the delivery date without informing you, only through calling you find out that it is delayed another week. This last Monday I got an email that the device finally ships 8/20, today I learned that it planned to ship 8/27. Really?

Honestly I feel sorry for the people on the phones, since the company is letting them down and they have to be the front line.....

Any attempt to get in contact with somebody higher in the organization is being blocked. Seems like the team does not want to face the challenge........

[SilviaFitbit]

@Michael4446 A warm welcome to the Fitbit Community. Thanks for getting in touch about this. 

I see where your disappointment is coming from. Your feedback is truly appreciated and we're always working to provide you with good Customer Service. 

When you place an order, you could see if the item is in stock or back ordered. Once it ships you receive a tracking number to verify when it should arrive. In this case, if it hasn't shipped our team will let you know when it should be back in stock but due to recent events this could change, your patience and understanding is truly appreciated while you receive your order. 

I've shared your post with our Support team and your case has been escalated to a higher support level, please continue the communication through email, they'll be happy to provide additional details about your order. 

@Odyssey13 Thank you for your assistance. 

I'll be around if you have any additional questions.