Hopefully other types of customer service is more helpful/Ionic refuses to charge

[Timmah78]

So I just did one of those text support things with this guy named Edwin G who I am not quite convinced isn't a bot.

I related my issues of my Ionic not charging. When this has happened before I was able to do a factory reset and I was able to get it to charge, but now it gives me that magenta question mark and triangle-- when it's not showing me the magenta 0% charge screen.

I've been having issues where I had to reset it in order to get it to charge several times. A reset should not be a first line tech solution-- especially not for a $300 dollar device.

I related this, and his response was to tell me to install the Firmware update and will send me a follow-up email. It was as if he didn't read anything I wrote and just replied off of a list.

How am I supposed to install a firmware update on a smartwatch that doesn't charge? Is there a hidden secondary battery fueled by human frustration that somehow will allow it to charge enough for me to install the firmware update? Will I eventually be able to communicate with a person who is reading what I write, instead of from what seems to be a flowchart? Inquiring minds want to know.

[Whistler888 · Accepted solution]

Yeah try to call them at the number below instead.

They might replace your device if it falls within their warranty criteria.  Mine crashed after a factory reset -> and was deemed defective.

Note sometimes they are very helpful.  But sometimes they send you on a wild goose chase and nothing ever gets resolved.  Kinda luck on the draw in my experience the past month.  You might luck out depending who answers.

[Timmah78]

Thank you for the honest response. I'll take a few deep breaths, try the ridiculous solution just to humor them, and then call customer service after I've had some coffee so I can maintain my "I'm a good customer" persona.

[Whistler888]

Hey no doubt they have a flowchart and read off a script.  That is pretty obvious based on my discussions so far.  They seem to have never actually used the device themselves.  So often they will ask you to do this then do that then send them photos and videos -> so they can see for themselves.

They will thank you after about and hour then tell you they have no idea how to solve your problem.  But will tell you the issue has been escalated to a higher level.  Those discussions are a complete waste of time and energy.

But the odd time a smart cookie will recognize the problem is legit and send you a replacement.  So is for sure hit and miss that way.

Good luck with it.  But yeah some on here are major Fitbit fans and will go off posting over and over how great this device is.  When the fact is -> many have legit “known issues” unresolved since the device came out.  They will ignore those facts and keep posting how great this device is.

Too much rah rah and too much censorship for “known issues” that remain unresolved.  Unfortunately it is what it is.

[Cordie]

You will get the same crappy customer service whether you are a nice customer or not. My first one broke they had me acting like I’m a tech trying to troubleshoot. Then I had to take pictures of the defective Watch next to a piece of paper like a randsome note...then a video with a piece of paper with the date on it like who makes this up../then i waited theee weeks for a new one they pretend to use fedex for shipping but actually have fedex send your package to the local post office..then if you’re lucky they come on here to censor your posts and let you know they can’t guarantee the manufacturing process yeah great company that stands behind their products