Ionic Exchange Problem

[JJGuk]

I had a problem around a month ago with my Ionic that was only a few months old.  None of the sensors or gps were working and the watch kept turning off and on.  After numerous emails messages and videos Fitbit kindly agreed to an exchange.

I was asked to post back the Ionic to the Netherlands which i did via Royal Mail tracked and signed for which I paid for myself.  The package was signed for 5 days ago, the tracking is uptodate and there is a signature showing when it arrived.  I have been emailing customer support for a few days asking for them to confirm they have it with no luck and today I have had an email back saying they need the warehouse to confirm the have it.

How long does it take for them to confirm, even though the package is there and has been for 5 days.  Tracking confirms this and there is a proof signature.  It’s really upsetting having spent so much on a watch I cannot use.

Any suggestions or ideas how long this will take?

Thanks

[RRodmanIV]

My Ionic just stopped working 4 weeks ago.  I went through the same video, upload and sending.  Got a return "pebble" about 8 days later.  It had intermittent connectivity to my iPhone.  Spent two days with customer service going through checks.  Once on work internet, second time on home internet. They agreed to send another after I sent back( Another 5 biz days). They were kind enough to offer overnight shipping for the second replacement after they received confirmation that it shipped( had to call them with tracking number from FedEx here in U.S.  When I tracked the FedEx number they sent in email, I noticed that 3 days later, FedEx was showing "shipping label has been created. The status will be updated when shipment begins to travel".  Their website said "ready to go". I called them, pointed out that it could not possibly get to me tomorrow if FedEx is showing that it has not begun travel.   They insisited I wait until the end of the delivery date.  It never arrived.  I spoke with 3 different people e and escalated to a manager and then a supervisor.  The day after it was due, they acknowledged that it actually did not ship.  They then created a new order with overnight delivery to send another pebble two days ago.  The FedEx tracking shows the exact same problem.  I yet again escalated to manager and supervisor.  I pleaded with them to look into it.  They just read the same "estimated due date" from the system and refuse to acknowledge that it is about to happen again.  This is just about one full month without my Fitbit and have wasted about 5 hours of my time.  I was on the phone with fitbit for 1 hour and 40 minutes this morning alone.  At one point on hold for 25 minutes waiting to connect with a supervisor.  I really love the Ionic and the Fitbit app when it is working.  I know if this was an Apple Watch, I would have walked into a store and been handed a replacement within 30 minutes.  I would welcome a way to get in contact with headquarters.  All the folks answering the calls are off shore/central America.  They do not appear to have any real connection with the group that is sending the products.

As for you, I would call them ready with your tracking number, insist on next day air for the replacement and pray!

Sorry.

[Rich_Laue]

I would send them a copy of your proof, with the signature of the person who signed for the package. This should be proof enough. you should not be held responsible if the warehouse misplaced it. 

[JJGuk]

I have tried, sent them the tracking number, the link to the proof of delivery, and screenshots of the signature of the person who accepted it.  I’m just stuck now, I just keep getting the same email back, I need to wait till the warehouse confirms they have received it.  It’s ridiculous.

I have been searching for a number to call from here in the UK to try that route but there’s nothing I can find.  I find Fitbit customer support very unhelpful really and can say with all honesty I will not buying another of this is what happens

[Jim-LaQuinta]

For me, it's getting frustrating.  I'm in the looooong exchange loop as well.  My wife's Ionic was received on Thursday by Ingram Micro Mobility in IN and I've received no update that they have the Ionic or that the replacement is on it's way.

With the problems that many are having with the Ionic, Fitbit seems to be hemorrhaging customers.  Many of the companies that I deal with in this type of situation, on the day you call, will take a credit card # and overnight you a replacement.  If they don't receive the old / broken item back with 30 days they charge your card for it.

But the number of customers leaving do to problems doesn't seem to be enough for Fitbit, they come up with a replacement process that can take more than two (2) weeks.

Amazingly enough, a bit over a year ago, my first Charge 2 wasn't syncing the 250 step info,  after a 5 minute call, the agent said that she was shipping me a new Charge 2 and that there was no need to ship the old one back.  In less than a week I had the new one, which fortunately I kept when I got the Ionics as my wife is now using it while waiting on her replacement.

[Rich_Laue]

I have had companies overnight a replacement. Fed Ex is instructed to pick up the return as they hand the replacement. I did not even have to wrap the package.