Device not turning on

[PAB-ESP]

My replacement Ionic has now died after 20 months. What is the documented lifespan as this is not proving to be a value for money product. I left it charging overnight and it was red hot this morning..unable to touch until it cooled down and it will not power on.

Moderator Edit: Clarified subject

[PAB-ESP]

I have emailed support who were very good last time...let's see what they say

[RicardoFitbit]

Hi @PAB-ESP, welcome to the Community Forums!

Thanks for your post and for the details that were shared. Since you already contacted our Customer Support team to receive further assistance directly with them, I recommend you to keep in touch with them if you have questions about the outcome of your case or the information that they provided to you, I'm sure that they'll be glad to assist you to get you back on track.

Let me know if you need anything else. 

[PAB-ESP]

Have to say support response times are dire. I am now trying to get a response by email and twitter. They want me to send my watch to them even though you can see water inside it. So I have been waiting for 3 days for a pre paid label to send it back...zzzzzzzzz

[RicardoFitbit]

Your update is appreciated @PAB-ESP.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.  

I'll be here if you need anything else.

[PAB-ESP]

This is getting worse, having run a Complex Systems Support Center for IBM I do know the odd thing about Support, but it appears that the left and right hand are not in sync...I get an update via twitter

"Thanks for following up. We've checked your case and it seems that our team has sent you an email along with the prepaid shipping label. Please check your inbox, spam and junk folders"

Then an email stating ..

"We apologize for the delay in our response and for the inconvenience this has caused you. Due to recent events affecting our operations, support options are limited and our response times are longer than usual. Please know that we're currently coordinating your case with regards to your free shipping label. Once we have an update we'll contact you back via email."

The wait continues!