Ionic Failure & Warranty Replacement

[B_wardrop]

I have just received an automated email from Fitbit to say that email support is no longer supported, so I am posting here in an attempt to contact a human. Here's the email I sent looking for support:

My Fitbit Ionic has failed on me again. I have been in touch via the chatbots (case number 384XXXXX) and have been offered the usual replacement or 50% discount to change model.

I am dissatisfied with this offer. This is the 3rd fitbit product that has failed on me in 3 years. My previous case numbers are 336XXXXX (Ionic - failed Dec 2019)  and 267XXXXX (Blaze - failed Oct 2018).

I accepted a replacement Ionic last year and received just the head unit without packaging. It felt like it was refurbished / old stock. Now that the Ionic is discontinued, I am reluctant to accept another one as a replacement - I do not have confidence in the model.

I am also reluctant to spend money to change the model as Fitbit's track record is not great here - all the products I have owned have failed. Yet, I bought the products in good faith and by law I am entitled to recompense.

The automated chatbots are useful, but they lack the lateral thinking & empathy of a human being. I hope that by contacting you directly via email that we can come to a more satisfactory resolution to this issue.

Thank for taking the time to read this and consider my position.

[SunsetRunner]

@B_wardrop - Sorry to hear about your issue. If you tap Help at the bottom of the page, then Get Support, you should see other ways to get in touch with Fitbit besides email. Unfortunately, we are mainly just other Fitbit users here and cannot help you. 

Edit: If Live Chat is one of your options, you can copy your posting, then paste it into chat. I’ve had good results with live chat. 

[B_wardrop]

HI Carol,

Thanks for taking the time to reply. Live chat is good, but you are definitely not talking to a real person, therefore you only get the scripted answer!

I'll keep pursuing it though - there has to be a human somewhere!!

[SunsetRunner]

I’ve asked a moderator to step in here, @B_wardrop . We’ll figure this out!  

On a side note, I’ve been using Fitbit devices ever since the second one came out years ago. I’ve found the Versa series to be the most reliable and personally would not hesitate to recommend it to my family members. 

[RicardoFitbit]

Hi @B_wardrop, welcome to the Community Forums.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I’d suggest you contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also and for a better understanding of the information they provided to you, please check our warranty policies here. 

@SunsetRunner Thanks for bringing this to my attention, your help is always appreciated.

Let me know if you have any additional questions, I'll be around.

[B_wardrop]

HI Ricardo,

Thanks for taking the time to reply, however unfortunately you totally missed the point of my post.

Yes, I have received assistance from "customer service" however this was an automated chatbot. I am dissatisfied with the warranty replacement offer and the chatbot can only stick to predefined formulaic response & outcomes . I would like to contact a human being from Fitbit about my issue. Last year when I my previous Ionic failed, I was able to email a customer service rep - since then customer service email has been shelved. This is not good from the customers perspective. 

I used to praise Fitbit for their exemplary and personal customer service. This seems to have been relegated in favour of cost savings. 

[RicardoFitbit]

You're welcome @B_wardrop, your reply is also appreciated.

I appreciate all the details that were shared with me in regards your case with our Customer Support team. As it turns out, I do not have access to the information they provided to assist you accordingly, however, I'd like to share with you that we do not have chatbots assisting our customers. The input that was shared in your post is appreciated, please check our warranty policies here for a better understanding of the offer that our Support team provided to you.

I'll be around.

[Daphnejean]

Sorry your having issues, it seems to be a bit of a theme here, mine has done the same thing, I replaced it with the new sense. It blew up after 4 weeks, they are sending me a new one.. didn't even ask for the other one back.. this is the number I contacted them on 1800 875 234

Hope this helps. Daphnejean