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Feedback about Ionic - My experience with support

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‎02-19-2020 09:41 - last edited on ‎02-21-2020 17:30 by Fitbit Moderator

‎02-19-2020 09:41 - last edited on ‎02-21-2020 17:30 by Fitbit Moderator

I bought my new Fitbit Ionic at the end of September, 2018, and it stopped working completely 1 year and 3 months later.  I did all the troubleshooting.  I did the "Live Chat" with customer service.  It is basically dead.  But they will only honor the 1 year warranty.  I bought this directly through Fitbit.  How terrible, especially for a loyal customer.  I previously had the Fitbit Surge for several years, prior to the Ionic.  Loved that one, too.  Now I'm going to have to cancel everything.  I used to tell everyone on my track team how great this watch is compared to Garmin.  I used to love it.  I used to be a walking advertisement for Fitbit.  But the ethics of a company that makes a product that will fail within 3 months of its warranty expiration and not fix or replace it is terrible.  Extremely disappointed after years of loyalty. 😞 

 

Moderator edit: Subject for clarity 

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2 REPLIES 2

‎02-19-2020 10:43

‎02-19-2020 10:43

I certainly understand your frustration but you can't blame a company who has a warranty for its products for adhering to that warranty. One year is one year, not one year and three months.

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‎02-21-2020 17:31

In response to SunsetRunner

‎02-21-2020 17:31

Hello @alvelasquez1010, 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 suggest you to 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. 

 

@SunsetRunner Your support is always appreciated.

 

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

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