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Ionic Replacement Customer Service Experience

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‎11-05-2018 18:52 - last edited on ‎11-06-2018 06:14 by Moderator Alum

‎11-05-2018 18:52 - last edited on ‎11-06-2018 06:14 by Moderator Alum

Hi everyone!  I ordered the Ionic last year after having the Surge.  The surge bands broke frequently and I always had amazing response from FitBit customer service and my warranty was honored and a replacement was immediately sent out no questions asked.  I was so pleased when the Ionic was developed with the replaceable bands.  Recently, my ionic wouldn't sync but my workaround was to just do a hard reset and then it would sync.  Unfortunately today when I did the hard reset, my devise wouldn't turn back on.  When I called customer service, I was disappointed in the response.  I would have to ship my devise back, wait for them to process it, have them mail me a replacement back - all and all taking up to several weeks without a watch.  I offered to pay for a new one and be reimbursed when they receive my broken one.  Nope.  I offered to pay for overnight shipping if they reimbursed me.  Nope.  So, I'm sad to say that I made the decision to break up with Fitbit.  I really enjoyed this community - but the quality of customer service is really lacking these days.  

 

Moderator Edit: Updated Subject for Clarity

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‎11-06-2018 06:13 - edited ‎11-06-2018 06:15

‎11-06-2018 06:13 - edited ‎11-06-2018 06:15

@SoCalMB Welcome to the Fitbit forums! I'm glad you replaced your Surge with an Ionic. Thanks for taking the time to post the experience you have had with customer support on this board. It's unfortunate to hear that the option provided by them weren't the best for you. Sorry to read you are breaking up with Fitbit. Also, thanks for sharing your feedback regarding this. 

 

I'll be sending your feedback to the right place. In the meantime you get your new watch; you could use MobileTrack to keep recording your activities. Please check this article for more details on this. I understand its not the same, but it's an option for you.

 

Once you receive the new watch; please follow these replacement set up steps for you to not loose any of your previous data.

 

Hope this helps. Keep me posted! Smiley Happy

Santi | Community Moderator, Fitbit

Like my response? Vote for it! Also, accept as solution!
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‎02-22-2019 22:16

‎02-22-2019 22:16

I too went from owning two surges to the ionic.  my first ionic died after only 2 weeks.  swapped at store it was purchased from.  5 months later, second one died.  Fitbit is allegedly sending me a new one, but it's days later than they said and I have not gotten a reply to my requests for an update after two days.  What a shame.  I really like the Fitbit software, but think I am going to be forced to try something else.  I need something more reliable for $300.  It's sad when I have gotten many of my friends all using Fitbit now.  Does anyone know if the newer cheaper immitation i-watch from Fitbit is any more reliable than the ionic?  I don't like the look as much but would buy one if it were durable.

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