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Experience with Ionic replacement and Customer Support

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‎08-05-2021 06:03 - last edited on ‎08-05-2021 11:24 by Fitbit Moderator

‎08-05-2021 06:03 - last edited on ‎08-05-2021 11:24 by Fitbit Moderator

So I am on to my 4th replacement Ionic within 2 years. I have not had a good experience so far. My most recent one arrived all scuffed and scratched which due to the discontinued model we will be subject to someone else's faulty watch which has been used.

 

I have spoken to Fitbit support and my watch isn't in stock and have simply asked me to email in 3 weeks. Surely to help things, they should look to provide a different model of watch or help in another way. Now Fitbit support isnt replying to my emails. I have emailed Tuesday, Wednesday and today after asking for my case to be escalated to someone e.g. Supervisor/Manager and requesting terms and conditions around the warranty process. 

 

Has anyone else had a bad experience recently? 

 

 

Moderator edit: updated subject for clarity and format. 

" Motivation comes from previous failures "
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4 REPLIES 4

‎08-05-2021 07:55

‎08-05-2021 07:55

@CheshireCarter that surprises me that they dont stock them.

I had mine replaced, eventually, only about a month ago.  The new one had to come from the Netherlands to the UK.

It looked like new, undamaged in any way, and it worked.

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‎08-05-2021 07:56

In response to SunsetRunner

‎08-05-2021 07:56

Mmm, yeah its pretty poor. Honestly, trying to get someone to reply to my emails is hard work. 

" Motivation comes from previous failures "
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‎08-05-2021 14:27

In response to CheshireCarter

‎08-05-2021 14:27

I found I only got replies in the late afternoon, normally between 5-7 days after my email.  Wherever their customer support is located for the UK certainly isn't in the UK.

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‎08-05-2021 19:27

‎08-05-2021 19:27

IONIC dead black screen 2nd august 2021 suddenly after swimming

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