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Feedback about Ionic - My experience

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‎06-15-2020 02:03 - last edited on ‎06-15-2020 20:01 by Fitbit Moderator

‎06-15-2020 02:03 - last edited on ‎06-15-2020 20:01 by Fitbit Moderator

I am really disappointed to be writing this as its the first time I have had an unresolved issue with Fitbit. I had a fitbit surge that was faulty and I was offered a discount off a new Fitbit product and in July 2018 I bought the fitbit ionic, within 4 months the ionic was faulty but I persevered, its battery drained rapidly and often reset itself. In July 2019 I had the fitbit replaced just within the warrenty period. 8 months later, the fitbit has developed the same faults and the battery doesn't even last a day now. As I am out of warranty the fitbit customer service team said I can have a discount on a new tracker. So it will be another £200 or so for a tracker that doesn't even last a year.

 

I have tried to escalate the complaint but to no avail, has anyone else had a similar experience?

 

Moderator Edit: Clarified subject

Moderator edit: Word choice

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‎06-15-2020 20:00

‎06-15-2020 20:00

Hi @SunsetRunner, 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. 

 

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

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‎06-15-2020 23:05

In response to RicardoFitbit

‎06-15-2020 23:05

If you could help with providing an email address to bring up escalations or if I can raise my complaint above the normal customer service level, it would be much appreciated. I appreciate there is a warranty period, but paying over £200 for a fitbit Ionic that only lasted around 10 months, then its replacement being faulty after only 8 months is not really acceptable. Customer service answer is to provide a discount on a fitbit tracker, which is still another £170 for a tracker that barely lasts a year. Seriously considering moving to another tracker at this rate as the tracker has been shockingly poor and the customer service has been equally poor recently. In the past the customer service standard has been excellent.

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