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IONIC Screen Failed

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‎06-05-2019 10:00

‎06-05-2019 10:00

I am on my 2nd ionic in less then two years. The first one failed completely when I took it into the ocean swimming. 1st time in ocean and it died immediately. At the time Fit bit was very good and sent me a new one overnight so I could have it on vacation. I was very happy with the service response. 

Now just over 9 months for the 2nd Ionic and I have experienced the same problem. Screen jumping, crashing, mirror display on the watch face and the screen basically getting crammed into on thin line at the top. I did all the resets and factory resets but none helped. I called service and was told that there was nothing to be done and I could have 40% off a new watch. The service rep was very sarcastic and was shocked when I told him I was swimming in the ocean with it. He told me he takes baths with his. This was his way of speaking down to me. He told me he would send me an email where I could send pictures and videos of what was happening to my watch since this never happens. I never got any type of follow up. 

 

I dont understand how a replacement watch that is less then 10 months old would not be covered.

 

If the first one failed because of a defect and the 2nd one fails because of almost the same exact thing why wouldn't it be covered? 

 

Why should I buy another watch for $200.00 that will only last for 9 months and the company is ok with that? 

 

Best Answer
3 REPLIES 3

‎06-05-2019 10:05

‎06-05-2019 10:05

The replacement watches are covered under the original warranty. They don't come with the new warranty. So if the replacement fails after the warranty of the original watch expired then you're out of luck.

Best Answer

‎06-05-2019 12:44

In response to SunsetRunner

‎06-05-2019 12:44

The unfortunate part of this is how much I promoted the Fitbit product to friends and family only to find that a known issue isn't being addressed and a 9 month life span on a watch is acceptable to them.  For the people that bought them on my recommendation I feel bad because I promoted a product that had a flaw and the company isn't fixing it.  If the resolution is to buy a new watch I will be buying something other then this product. I have had their products for a good amount of time but this is an unsatisfactory response.

 

I was hoping have the customer service team reach out to me since I dealt with one of their reps who was playing games. 

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0 Votes

‎09-17-2019 05:05

‎09-17-2019 05:05

I am with you on this one.  Just had my display begin to fail on me.  Called Fitbit, they said they would send me a new Ionic computer, but nothing else, it may be new or it may be a refurbished one; Or I could have 50% off a new watch.  Why would I want to spend more money on a new Fitbit when I already have the most expensive watch they sell and it is less than a year old and failing! 

So I went for the replacement and waited almost a week for that to come.  When it finally did and I went through all the setup and updates for it, it began to fail immediately.  Called them back, go through all their "solutions" and they say I can send it back to them and they will send another computer out to me, but not until they receive the one back from me.  They still cannot guarantee that it will be new and not a refurbished model.  Seriously after all this you still won't send a new one! 

Then they tell me to use the Fedex shipping option as this will be faster.  TWO weeks to the day later and they are just today supposed to receive my shipment back today!!  I called last week, as this time frame seemed ludicrous, and they said all they can offer me is FREE overnight shipping out of the "new" replacement, but not until they receive the one I sent! 

I mean seriously Fitbit, you are making sub quality products, which you are not standing behind, and then basically telling customers to go spend more money on your products!!  This is beyond words!    

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