Improvements to support process

[BadBadams]

Would be great if the support team actually read my responses, instead of just using generic responses.

Here is the message correspondence from my recent support experience:

----------------------------------------------------------------------------------------------------------------------------------------

Hi Ben, 

We'd be glad to assist regarding your Ionic that was stuck on the firmware update. 

We appreciate you troubleshooting the issue prior to contacting us and the photo that you've sent for our visual reference. 

Upon checking, we were able to confirm that your watch starts to update 9:16 AM of today using WiFi with 69% battery through iOS mobile device. 

So that we can assist accordingly, may we confirm if you have tried all the recommendation found on our help article Why can't I update my Fitbit device?. 

We looking forward to your response. Let us know if you have questions or other concern. 

Sincerely,

Ivy P. and the Fitbit Team

----------------------------------------------------------------------------------------------------------------------------------------

Hi Ivy,

I had already tried all of this.

Since my first email, I tried the restart process. again

The Ionic rebooted this time, appeared to be installing firmware, then turned off.

Now the screen is black, won't power or restart and does nothing when plugged into power.

Thanks

Ben

----------------------------------------------------------------------------------------------------------------------------------------

Hello Ben,

Thank you for getting back to us.

We appreciate your effort on trying the suggested steps.

For us to further investigate the issue, we recommend you to factory reset your device. Important: You’ll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. To factory reset: On your device, open the Settings app > About > Factory Reset or Clear User Data. 

We hope this helps and let us know if you have other concerns.

Sincerely,

Joanne and the Fitbit Team

----------------------------------------------------------------------------------------------------------------------------------------

Hi Joanne,

Not sure if you actually read my last response where I wrote

"Now the screen is black, won't power or restart and does nothing when plugged into power."

How can I factory reset when the device will no longer power on?

Thanks

Ben 

----------------------------------------------------------------------------------------------------------------------------------------

Hello Ben,

Thank you for getting back to us.

We apologize for this confusion.

Here's the other way to factory reset your device:

• On the device, hold all three buttons for about 10 to 12 seconds. 
• When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
• When the device vibrates, release all buttons. 
• Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
• When the device successfully resets, advise the customer to use the normal out of the box process of updating the firmware (See How do I update my Fitbit device?).

Let us know if you need further assistance.

Sincerely,

Joanne and the Fitbit Team

----------------------------------------------------------------------------------------------------------------------------------------

As you can understand I have given up, and will take my device back to where I purchased it to see if there's anything they can do.

Previously I have owned 2 x original Fitbits, a Charge HR, a Blaze (purchased for my partner) and now the Ionic.

If I don't get my Ionic repaired or replaced, I'll be purchasing an Apple Watch.

[SilviaFitbit]

Thanks for stopping by @BadBadams. Sorry for the delayed reply. 

I appreciate that you've shared the replies you got from our Support team. Your feedback and comments are appreciated because this helps us to continue improving and offer you a good customer service. 

Our Support team will provide you with troubleshooting that has helped others in the past, we don't want to create frustration in our customers. I've shared your post with our Support team and they've informed me that they continue to assist you and provide you with further options, please continue the communication through email. 

I'll be around if you need further assistance.