Feedback about option given by Support

[GammaChad]

I've been a FitBit user for close to 5 years now. I bought the Ionic in January of 2018. It has been a rock solid performer for me. I routinely get 5-6 day charges out of it, in the case that it hiccups, a reset and resync has been all it needs to get going again.

Last night, I saw that I had 14% charge on my watch. I put it on the charger and went to bed as always. I woke up this morning and went to put my watch on. Bricked. Wouldn't respond to soft resets, hard resets, factory resets, etc. Nada. Blank screen. Dead. 

I looked on my App and curiously saw that it was sync'd at 6:08am this morning. I got it off the charger at 6:30. The App says it is at 100% charge and from what I'm now seeing, it was updated in the middle of the night. Huh.

I called FitBit customer support. They couldn't find my profile. I log into my profile and see that my email address had been changed to a yahoo address. I changed it back to mine, and the rep was able to pull up my details. Apparently, whomever's email this was, filed a warranty claim back in July and received a new watch. They were in the Philippines and shipped the watch to the UK. Two places I've never been. They escalated it up to the fraud division. 

Meanwhile, they proceed to tell me that because my watch is out of warranty I can have a 25% off code to get a new one. I asked how a thief could get a new watch on my out of date warranty and they escalated me up to the supervisor. The first woman was very helpful and tried to do everything she could. The supervisor? A complete a-hole. He kept trying to tell me that Ionic was not holding a charge and that's what happens with batteries... they die. I'd argue that I was getting 5-6 day charges and I was very careful about the charging cycles and that my watch was 100% this morning when it mysteriously bricked itself. I told them that the FitBit forum was full of bricked Ionic stories from their latest update. He claimed that he hadn't heard a thing about it. This guy would not budge.

Now had, I been abusing the watch or whatever, sure, I'd take my lumps and go home... but this watch was working PERFECTLY. Rarely gave me trouble, held a charge, I'd tell everyone that asked about it what a great watch it was. Pair that with owning 2 previous FitBits and buying them as gifts for my wife and family, I have purchased at least 8 in my family and have been directly responsible for 3 other Ionics. 

Long rant... sorry. FitBit's customer service is hot garbage. He could care less that I've purchased that many of their products OR the fact that somehow, a total fraud got a free watch out of warranty using MY profile. I will never ever buy another FitBit product. I'll be picking up an Apple watch or another brand in the next few days. 

Moderator edit: Updated subject for clarity 

[LokeMT]

Yup, I am jumping ship to Polar or Garmin.

See my post / Fitbit's reply on Ionic HR dropping during intense activity....

[SilviaFitbit]

Thanks for stopping by @GammaChad. I appreciate the time you took to share your experience with our Support team. 

Your feedback and comments are appreciated, this is always helping us to improve our services and trackers offered. Rest assure that our Support team reviews each case individually and the option you're given is based in the Fitbit Warranty. 

Since your email address was changed, it sounds like you're experiencing a compromised account issue. In this case, I would like you to follow the tips mentioned in this article: Can someone take over my Fitbit account? Please follow them and you can contact back our team to investigate this type of issues and provide you with further assistance. 

I'll be around if you need further assistance. 

[TomTucker]

I'd just like to point out Miss Moderator that a stolen account would not stop his watch from working.  

I too am having issues,  not with a completely dead watch but rather one that is depicting  faulty screen issues - all of which occurred after an overnight automated update..  A firmware issue and now one seems to know how to fix it.  

How about as a moderator you contact the company and actually give real responses and troubleshooting advice that is relevant to the problems posted rather than sidestepping around the issue. 

[SilviaFitbit]

Thanks for getting back @TomTucker. I appreciate the details mentioned. Sorry for the delayed reply. 

Your feedback and comments are appreciated, we're here to assist you with any issue you might experience. I've shared your post with our Support team and they've mentioned you already have a case with our Support team, please continue the communication through email, they will provide you options based in the Fitbit Warranty. 

I'll be around if you need further assistance. 

[TomTucker]

Hi @SilviaFitbit ,

I think my response and negativity initially had stemmed from the lack of comment or feedback that people within this forum were receiving - having just spent a decent amount of money on a product you expect the results that are promised.  

I do appreciate your response though and thank you for getting back to me.  The fitbit Support Team have been in contact with me via a number of email correspondence and after much back and forth I have received a positive outcome regarding my case - so I do truly appreciate the efforts you guys put in behind the scenes.

Thanks again - T

[SilviaFitbit]

Thanks for getting back @TomTucker. I appreciate that you've shared your experience with our Support team. We're always striving to provide you with the best customer service and help you with any issue you might experience, remember that each option provided is based in the Fitbit Warranty. 

I'll be around if you need further assistance.