Fitbit Ionic feedback

[BrendonKenward]

I’m reading a lot of complaints on the Fitbit Ionic. I am looking into purchasing one, can someone please advise of what issue/s they have experienced?

Moderator edit: Updated subject for clarity.

[YojanaFitbit]

Thanks for reaching out the Forums, I'll do my best to help you out with your inquiries. 

@Jimdmd I really appreciate all those details, I noticed that you got in touch with our support team via phone. If you prefer to get more details about the issues that you're having via email, please let me know so I can request a new case for you.

@SPAT2961 and @Zknunes Sorry about what happened to your Ionic. We strive for excellent customer service, and customer satisfaction remains our number one goal.  I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some information about your case.

@Dewana and @RussC Fitbit is always trying to provide great products and customer experience. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions.

In case that you need help with your Fitbit, please describe the issue that you're facing and the steps that you've tried. We'll give you a hand with that.

I'll be around. 

[Zknunes]

@Moderator, I appreciate the polite way you have approached my complaints. Previous modetator simply removed my comments. So far "customer service" did not get in contact with me.  I live abroad and purchaed Ionic when visiting Vegas last year. I do not have hopes to have a replacement......but would like to reinforce that Inonic shall have a big design issue. It is a shame the number of issues reported in this forum.TksJCNunes - VLA SolutionsEnviado do meu smartphone Samsung Galaxy.

[SPAT2961]

I have been following up with customer support for last 2-3 months. They
are only looking into it... No results...
Sorry ...
Now the watch is completely down...

[Jeff1345]

Personally I like the Fitbit, but if you are going to buy it, get the extended warranty. This is one product where you will probably need it. My first Fitbit was one of their earlier wrist trackers. It causes me to get a rash on my arm. Fitbit ended up recalling it. I replaced it with a clip on. After a year the battery died. I called Fitbit, they said the battery was not replaceable and offered me a discounted price on a new tracker. I didn’t bite then. But some time later I bought the ionic. I enjoyed it for one year and then one day it just turned off, and wouldn’t charge. I had the extended  warranty and replaced it with the Apple Watch.

One month before my watch died, my wife purchased the Versa. But three days before my watch died her screen began to develop lines on it, making it unreadable. Fitbit replaced the watch. 

I think a companies standard of quality shows in their product. I still have apple devices that are 8 years old and working, albeit more slowly, but still fully functional. Fitbit can do better.

but for now, buy the extended warranty.

[YojanaFitbit]

Hi guys, thank for getting back! 

@Zknunes It's a pleasure assisting you, sorry about the previous interactions! But I've passed along your feedback, we're here to help! I've checked with our support team your case, you should have a response in your email inbox. You can ask them all your inquiries about your warranty. Let me know if you need more help.

@SPAT2961 Thanks for sharing this with us. I've checked with our team and they will be requesting some important details from your end. Please keep responding so they can check your options. Thanks a million for your patience. 

@Jeff1345 Your comments are very important for us. Thanks for the piece of advice! We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Let me know if you need anything else.

[chunkylove70]

I have had so many problems with my ionic, always says data not cleared, sync and try again. Fitbit has sent me multiple replacements and still have the same problems on every one of them, (4 to be exact) and my one year warranty is over so now I just don't have a watch anymore 😭 I'm so done with Fitbit!!!

[Zknunes]

@chunkylove70  Not sure whether I can say you have better luck than me....My Ionic failed within 1 year warranty period and no replacements !!! At the end of day, no Ionic working for both of us.

[SPAT2961]

My replacement has been dispatched awaiting it for a week now...
Let us hope for better and issues get resolved.

--
Warm Regards,

Moderator edit: Removed personal information.

[SarahSpainhour9]

Yeah mine had issues within the first 3 months. Wouldn't update, quit syncing with phone, restarted and Forgot it on my phone and app, even uninstalled app and reinstalled and restarted my phone. Then did factory reset, said couldn't clear data. But synced with phone. It finally allowed me to update. But halfway through it said it failed and to try on Bluetooth. So I did. Then my watch went black. It was fully charged. No amount of button pushing would bring it back to life. Computer would no longer recognize it. It was beyond hope. Sent it back in it's original package and that was over 2 weeks ago. And I had to pay shipping. They finally sent me an email saying they sent me a new one today. But I'm not very hopeful that this one will last after reading the countless threads of people's dying in the past 2 months. Wish I could just get a refund now. I'm either going to leave it in it's box for a few months, return it to Walmart if I can, or have to baby it. Never get it wet or anything. And I'm hoping and praying I don't get a refurbished one. People were even getting their replacements in a plastic bag. This customer care is abhorrent and appalling. It's a nightmare. Stay far away. All the moderators do in these forums is try to keep us quiet. 

[Zknunes]

Fitbit support stop responding....they suggested a replacement and than I got no more reponses.

Moderator simply blocked me saying my posts are inflamatory.

No Sirs, I did paid $300,00 for a thinng who stopped working within warranty period. Please understand my point.

I do not believe in a company which does not take care of its customers.

Fitbit should give fair responses for all complaints in this community.

[SPAT2961]

Yes if you are vocal they say it is inflammatory...
I got a replacement for fully dead piece...
I think I am lucky..
Swim function is still not working correctly...

[SarahSpainhour9]

I just received my replacement Ionic a few days ago. Straight out of the box I was wondering why this one has a way longer cord than my original. And instead of a clingcling protecting the screen, there was a plastic band wrapped around the face. Just hoping it's not refurbished. I've already noticed the vibrate isn't as strong as my old one, has a worse high pitch sound when plugged in, wasn't able to update to the new firmware. Still v 27.something. and also still has issues with wifi connection through the app. Always says "set up wifi" no matter how many times I enter it. I have higher expectations for a watch that cost 300 dollars. Not to mention the freaking spo2 sensor that we will never be able to use to see our o2 levels. I love the concept, love the design, love the functionality (when it functions). But the execution is poor. There is no solution to these issues other than hoping you get a replacement that doesn't have these issues. But that seems almost like gambling at this point

[YojanaFitbit]

Nice to see you again @SPAT2961, @SarahSpainhour9 and @Zknunes. My apologies for the delay

Sorry for the issues with your Fitbit. Thanks for the feedback, we don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Thank your for your understanding.

[Zknunes]

@YojanaFitbit , @SPAT2961  , @SarahSpainhour9 

Yojana, I thank you for your personal feedback. Sorry, but it seems the experience and feedback you pass along to the Fitbit team is not received.

Frankly speaking I do not  have hope anymore to see my problem solved....what I do not understand is why fitbiy support team stop responding to my messages after asking me an address to provide a replacement. Always having in mind the issue ocurred within 1 year warranty period.

This is disrespect attitude !!!

I would prefer receiving a final answer from support saying NO.  

[SarahSpainhour9]

It won't matter if you get it replaced. It will just have another issue, if not the same ones. I just got a replacement about a week ago because my 3 month old one died and already it isn't syncing to my phone, the Fitbit app can't even connect to it. It says "found it" but that's it. No moderators, I do not wish to contact support about it. They will tell me to follow the troubleshooting steps then tell me to send it in for a replacement even though I just got this one. How about send out quality product the first time, Fitbit, so your poor customer support team won't have to work to death to cover your @$$

[staceylizabeth]

Brandon- here is the review I just left on amazon. Keep in mind, I have had my product for over a year so these are issues that are reoccurring and Fitbit does not seem to care about fixing. 

As an avid runner, I rely on my watch a lot. The ionic run app is an absolute joke. It reverts back to activating every 0.5 miles unless you change it before each run. Once I do change it to activate after 1 mile, if I don't lift by wrist or activate the watch in some way, it stops tracking after it hits one mile (really annoying when you're running a marathon). It does seem to track distance pretty accurately.
It's notifications are spotty at best. I currently don't receive any text notifications. And Fitbit customer service is a joke. Instead of standing by their products and offering solutions, they often say, "we know it's a problem, we don't have a solution." For some perspective, I contact them over a year ago about the running app..it still is not fixed.
Ultimately, I would look elsewhere if you are looking for something reliable. Fitbit is not the way to go.

[SarahSpainhour9]

I truly believe that this is a software issue that has started occurring with the latest app update. Almost every one star review is dated with the latest version and all customers with all different model watches are having the same issue syncing. How about you hire some better people so that they can fix the codes that are screwing us all over. Debug this crap. It shouldn't take months. Or even just go back to the last version of the app until then. Do SOMETHING. Geez.

[SilviaFitbit]

Thank you for getting back @Zknunes! Your feedback is appreciated. Our Support team will ask for your address only if they will send you a replacement if they are looking for other options they will let you know before they ask for it. 

Hey there @SarahSpainhour9! I appreciate your feedback. Customer Service sends you troubleshooting for your to try it and then if it's not working, they will move into another option always based on the Fitbit Warranty. If you would like, I can create a case on your behalf with them. 

Hey @staceylizabeth! Sorry to hear that you feel this way with Fitbit products. Your feedback helps us to continue improving and provide you with the best solutions. 

I'll be around if you need further assistance. 

[SarahSpainhour9]

I'm aware how customer service works. Worked in it for a while. I was saying that if the company did what they were suppose to do, these poor customer service reps wouldn't have to cover for them so much. No I don't need a case. I just got a replacement a week ago. It's already having problems but I'm not going through that headache of returning it and going a month without it again

[PShoe]

My Ionic died in my sleep after about 1 year and 5 months.  The product didn't last.  I had it in a protective case, but apparently sleeping was too much for it.  I also had a Versa that just died on me, but within the warranty period.  I think their new products aren't made to last.  I would caution against buying a Fitbit product.