Fitbit Ionic feedback about customer support

[kezarlake1971]

Just an FYI about the Ionic and whether Fitbit backs its products.  I have had the Ionic for about 14 months now.  I have never let the watch come into contact with water, until last week, while on vacation in Florida.  My son and I were hunting for sharks teeth, so I dipped my watch in the ocean several times.  I returned to the beach and noticed the watch was not working.  I tried several resets, soaked the Ionic in rice for 24 hours, and nothing.  Today, I decided to call Fitbit, and basically they could do nothing, except offer me a new watch at a 40% discount.  My concern is that this watch has a history(forums) of having issues with water.  I believe Fitbit knows about it, and they won't back their product.  Yes, my watch is 2 months beyond the 1 year warranty, but if the watch is not water resistant, as they claim, then they have a manufacturing defect that Fitbit refuses to acknowledge or fix.  If you can't back your product, then you lost this customer.  Don't buy this watch if you intend to submerge it in water of any kind.

Moderator edit: Updated subject for clarity.

[YojanaFitbit]

Thanks for your participation in the forums @kezarlake1971, welcome.

Thank you all for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. I'd like to mention that Fitbit Ionic is water-resistant up to 50 meters and is sweat, rain and splash-proof. Each scenario is different, but each case is reviewed by our team according to your warranty. 

Rest assure, I'll pass along the feedback; your voice is being heard. Fitbit is always reviewing your responses to provide feedback to our product development team.

Thanks for your understanding. 

[kezarlake1971]

I'm curious, why did you change the title of my feedback?  The customer support representative was a nice guy on the phone.  My main concern is the Ionic does not work in water as advertised.  If you are trying to pass this Fitbit off as water-resistant, that is fine, but the picture of the Ionic, on your website clearly shows the watch underwater attached to a swimmer.  I dipped my watch in the water, while searching for sharks teeth with my son.  First time it has seen water, and now it mysteriously doesn't work.  If you research through your own forum, you can see that you have an issue with this watch.  It is not reliable underwater, and your company won't admit it, instead your customer service rep first offered me 40% off a new watch, and then got off the line for a few more minutes, and said the supervisor was willing to throw in a more expensive wristband as well.  Im not trying to negotiate when you clearly have a defective product( Again, research your own forum).   If you were confident in your product, you would back it, instead of making canned responses about the "warranty" on these forums.  Please change the title of my post to be more reflective of your faulty product, and how your company won't admit there is a significant problem with the Ionic and water.  Then research your own forums and wake up to the problem.