Ionic Notifications Not Working w/ iPhone

[juniorjunior365]

During my support session with Fitbit today, it was confirmed that Fitbit is aware of the notification issues that exist with the Fitbit Ionic Watch and iPhone iOS. I have a Fitbit Ionic Watch (version 27.33.130) paired with an iPhone X (iOS 12.3.1). I have no problems pairing the device via Bluetooth, or any of the other functions.  However, the notification function (Text, Calls, Calendar Events, Apps) does not work consistently.  If you reboot the phone, notifications will work for a short period of time and then stop.  I have tried many troubleshooting steps posted in this forum, and in several Fitbit articles.  What I do know, is that this is not a configuration issue, as the watch would not temporarily work after a reboot if it wasn't configured correctly in the beginning. 

There is obviously a bug somewhere, which Fitbit confirmed in the following statement:

Thanks for letting us know about this issue. We’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

[SilviaFitbit]

It's great to see you around @juniorjunior365. Thanks for the details mentioned. and the troubleshooting tried. 

I appreciate that you mentioned you already have contacted our Support team. They are aware of it and working towards a resolution. 

Your patience and understanding while this gets resolved is appreciated. I'll be around if you need further assistance. 

[juniorjunior365]

@SilviaFitbit it would be great if Fitbit officially addressed this problem. I have been in the IT profession for many years, and I find these generic responses from Fitbit representatives to be condescending and poor customer service, as they are not providing resolutions to the problems submitted by your loyal customers. 

[YojanaFitbit]

Hi @juniorjunior365 nice to see you around. 

Sorry for the issues with your Fitbit. Thanks for the feedback, it's very important for us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. We don't want to create frustration in our customers.

Please know that we provide feedback to our team based on community posts. You can keep communication open with support to check what other options you have a this point. Thanks again for your participation on the Fitbit Forums.

I'll be around.

[juniorjunior365]

@YojanaFitbit thank you for your reply. But unfortunately, Fitbit Support was not interested in keeping open communication with me.  I advised the support representative that my Ionic was less than 30 days old, and that I would just return the device back to the merchant after he had me perform the same troubleshooting steps for several minutes, to later tell me that this was a "known" issue.  Fitbit support just said "okay" and replied with an address to ship the device back to.  I saved the entire chat transcript. 

This is poor customer care and retention.

[YojanaFitbit]

Thanks for getting back @juniorjunior365. I'll pass along your feedback with our team. 

Thanks for sharing this information with us and for the steps that you've tried to help your Fitbit. As mentioned before, we provide feedback to our team based on community posts. In the future in case that you need to communicate with support team, I can request a case on your behalf. 

I'll be around.

[louieny]

meanwhile this issue continues........