Ebay Ionic purchase

[SunsetRunner]

I brought an Ionic from a shop on ebay, in the Uk.  Listed as new and when it arrived it was fully sealed and not tampered with.  Anyways after a month it stopped charging up so I contacted fitbit customer services, aka road to hell.

After six working days pass and an email asking what's going on, they say the serial number doesn't match my fitbit account, after sending them photos of the box and serial numbers too.

I suspect that they have my previous Ionics info still attached to my fitbit account.

Has anyone else had similar issues with fitbit support saying the serial numbers don't match? It feels like they are trying renege on their warranty.  

It can't be a fake as it wouldn't have worked with the app or their systems. The seller has also confirmed genuine and new.

Any thoughts?

[SteveH]

Did you mention to customer support that you got it on eBay? Only, they only provide warranty if it was bought from an authorised dealer and eBay isn't on that list.

[SunsetRunner]

My wifes fitbit was purchased via ebay and replaced, when it developed a fault, no problem. They didn't even ask for proof of purchase.

To have a warranty based on their list of approved sellers is a ridiculous idea.  It's funny that this only comes to light when there's an issue. I suspect it is just to try and wiggle out of warranty replacements or repairs.  Considering how many fitbits seem to all get the same kind of faults it would hurt their bottom line a lot if they didn't have ludicrous warranty policies heavily weighted in their favour.

[SunsetRunner]

Just an update and the resolution to my ebay Ionic issue.

I asked for proof that the serial numbers don't match and that the serial number belongs to my Ionic.

I also asked for an explanation why it took six days and an email from me to get any info about this.

I said I would escalate this issue if needed so I will need the information for that purpose.

They pointed out it was an ebay purchase and therefore not covered by the warranty but they would replace it, just this once. Fine by me.

They shipped a watch and lead from the Netherlands, strangely, and it has arrived.

I'm glad that customer services eventually came through but really it was more hassle than I would expect from a manufacturer whose product broke down after a month.

This will probably be the last fitbit I own and will look for a product that has more robust customer support and products.