Ionic feedback

[HeatherBblove]

I got the Ionic for my birthday in February. Within a few weeks, it stopped tracking my steps accurately. Calls to customer support took forever and their only advice was to restart it, or delete and re-install the app.

Well, come July, the screen was completely corrupted with black lines across it. Mind you, this Ionic is quite expensive and supposedly completely waterproof.

They sent me a label and asked me to ship it back, which I did SEVENTEEN days ago. About 4 days ago, I emailed asking what the heck.  No reply. I have been chatting with customer service who will only tell me she "doesn't have the proper tools" to access when I can expect the replacement. I want a full refund and I want to make sure nobody else out there has to sit around for nearly 3 weeks without a word as to when it will be sent out as I am doing.  I miss my Apple Watch!

Worst customer service experience ever. Beware!

Moderator edit: edited title for format and clarity

[HeatherBblove]

Update::::

Even if your Ionic becomes completely unusable and it's defective, if over 45 days have passed, they will also not issue you a refund.  My advice is to save your $$$ and a giant headache and buy another brand's product.

[HeatherBblove]

Finally received an email from their "support team." They asked me which FitBit I have. 

Serious question.  I referenced my case number, the video I had to send them, and my USPS tracking number for the one I sent back on 7/20.

Week 3, no replacement, no answers, no clue.

[Marll]

That is very bad customer service. Something new like the Ionic should just be replaced with a brand new one when one is sent in under warranty.

I had similar issues a few years ago with the Microsoft Band. Going through support took forever, weeks to get a replacement Band, which was refurbished and sometimes had small cosmetic defects. I eventually just started going into a local Microsoft Store and the staff there would just replace with a new one. Unfortunately that’s not really an option with a Fitbit.

[soccersnaps]

Im guilty of extolling the virtues of the fitbits that i own. I have a charge 2 and an Ionic, both of which have performed, until recently , faultlessly.

My ionic has taken all the updates with no issues, the heart rate monitor is as accurate as my charge 2 and my blood pressure monitor and ive found adding music real easy. Also not experienced any gps innaccuraces.

however after 14 months of owning a charge 2, i had reason to contact customer support, what a joke they turned out to be, all they kept saying after uninstalling and reinstalling and resetting etc, that the issue was the ios app even though i gave them all the data that i had the same problem with other phones and that the ionic didnt display the same symptoms with the same ios app. they also added that there wasnt an end date to the time it would take to fix the app.....appaling.    I also tried on a samsung with the same fault.

well by accident i fixed the watch , the strap broke and hit my kitchen stone floor. worried it may have been damaged i synced and voila my problem was fixed.

ive been really pleased with the fitbit products, but the really poor customer support will mean i will not buy any future fitbit products but look at alternatives, when you need help, you just dont get it.