Fitbit Ionic & Customer Service Failure

[JayFay1234]

I bought the Fitbit Ionic March 2018 and it had been working great. I have worn it religiously every day up until yesterday (5/28/19) when it shut off and now won't turn on. I spoke to to a man named "John" who refused to give me any other information about who I was speaking with except for "John." He cut right to the chase and asked when I purchased my Fitbit. I told him March 2018 and he immediately resorted to saying there are no options for me because they only have a 1 year limited warranty. Fitbit refuses to assist with anything else except for a small discount to purchase another one of their defective devices that will most likely fail again after their 1 year warranty period. I purchased the Ionic when it was fairly new for $269, in addition to some accessories that brought my total to just under $300. It's disappointing a company refuses to cover or replace their defective devices and obviously has very little faith in their products. Steer clear of Fitbit unless you want to be let down and disappointed. Thank you for taking the time to read my review and I hope it helps your decision.

[Rich_Laue]

Well a warranty is legally binding, did you ask to speak to a supervisor? 

[SunsetRunner]

They have heard that story before.  Same happened to me and others.  I’ve read posts where people have had two ionics die.  Too bad that by the time people see this they have a problem watch.  

[WendyB]

The Warranty is here and it is for 1 year unless you are overseas

Warranty

Yours is out of warranty sorry

[SunsetRunner]

We are hundreds with the same issue. No solution. They just keep saying the same thing over and over again, with different words and very politely, but at the bottom is: "buy a new one, keep giving us your money, we don't want you to leave, we offer a discount". But NO solution.

Fitbit is done for me. This is the worst customer support experience ever. I will not recommend them in any way to any person. In fact, I will do everything I can to prevent people I know buy their products.

This company is rotting.

[SunsetRunner]

Good! Spread the word. Spare people the trouble/cost and let the market decide on which sports watch to buy based on relatability and customer service. I left an Amazon review with my experience. I won’t be buying from Fitbit again.

[SunsetRunner]

1. Add mine to list, on second one that just died the other day, I am seeing similar post for the Versa cropping up. It is a shame, I had been a long time customer and really liked my Ionic.

*mine was initially purchased at a major electronics retailer in the US - died 13 months later, second one was replacement sent by Fitbit lasted maybe 4 months, I assume it was a refurbished unit in retrospect they did send a replacement unit while I was just out of warranty the first time so that was good.  But it is obvious there is an issue with the Ionic and they have no idea how to address it I do feel bad for the customer service folks as they can’t state what the actual issue is, just regurgitate the welcome to the board stuff but I am sure they know what the issue is.

Worth noting, I have a coworker that has an Ionic as well for the same time as me and never has had an issue, but he does not load music or change his watch faces - I thought it was worth mentioning.

[SunsetRunner]

Sorry Andy, make sure and post a review where you bought it. Let the market decide decide if this is acceptable.