Feedback about Ionic - My experience with Customer Support

[mjagusta]

My Third Fitbit device (a Fitbit and two -2- Ionics)  failed in 27 months of ownership of Fitbit devices. The latest failure was from the no longer available Ionic (which I purchased in April, 2019). Each failure was the same. First the device stopped syncing to my cell phone; then the device stopping working completely (including the actual watch part.

I spent over two (2) hours on the phone with two (2) different allegedly expert CSR (the first one was a dope who I had to hang up on; and I called back in the hopes of getting a better one - I did get a different person, unfortunately no better than the first one) who just had me repeat over and over again steps that did not change the results (Anyone know Einstein's definition of insanity?). Finally, the second CSR admitted the device could not be revived and advised me that I would receive a response from the alleged warranty department.

This is Fitbit's offer:

"Although your device is outside the scope of Fitbit's warranty terms, we want to offer you a 35% discount on a new Fitbit device*. " 

The asterisk identifies the products which I CANNOT use the the discount on. This includes the Fitbit Sense (the product which replaced the failed Ionic that I owned). Imagine that. Why should I spend $304.10 on a device that will likely break within a year?

My Final Commentary:

Obviously, my loyalty was unwarranted; I will not be fooled again!

Moderator Edit: Clarified subject

Moderator Edit: Formatting

Moderator Edit: Personal info removed

[RicardoFitbit · Accepted solution]

Hi @mjagusta, welcome to the Community Forums. 

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.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.