Experience with Ionic and Customer Service

[MissRed72]

I am disgusted by the service I have received from Fitbit customer services. My ionic no longer plays music. I have spoke with them, e-mailed, had live chat with them. Their answer ‘it’s with our specialist team you will receive a reply within 24hrs - 48hrs’ nine days later there have not replied or fixed my watch! They now won’t reply to my e-mails and guess what, my ionic is not even a year old. To top it off they did advise that due to the ‘issue’ they couldn’t tell when or if it can even be fixed. I’ve asked for it to be replaced as it’s quite new. Their response ‘NOTHING’ Fitbit you should be thorough ashamed of yourselves I’m absolutely disgusted with you!

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Fitbit Community @MissRed72! Sorry to hear about the inconveniences you've been having with your Ionic. Thanks you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

I've taken the time to review your open ticket, as you were told, your case was escalated to the higher department and that's why it's taken a couple of days to get back to you as your case needs to be review. However, I've left some notes on your case to keep them updated. 

I really appreciate you reached out the Community, but at this point Customer Support is the best way to get this solved as they will provide with the available options for you based on your warranty status. 

If there are any questions present, let me know.