Long story, somewhat shortened: I have had the Ionic for five months. For almost three months I have been in communication with customer service due to issues with the watch. It started with bluetooth connection issues (still ongoing). Then it built into synching issues (finally that seems to work ok). Last month it seemed to culminate with freezing issues. It would start freezing during workouts and then re-booting. I called customer service who suggested a factory reset, but my watch wouldn't even do a factory reset - it would only freeze. Fitbit couldn't figure it out so chalked it up to software. They couldn't even get my watch to reset!!! It stills freezes regularly. After four calls, a chat, and an email, still no resolution. I still have bluetooth connection issues. I finally got it to do a factory reset after 30 tries on my own. I have to reset it every couple of days to keep the watch running. My heart rate upon re-boot sometimes won't work despite not having moved the watch. But here's all I get... an email saying it's software related and I can't do anything. Seriously Fitbit this is all you offer your customers? Connection issues, freezing issues, heart rate monitor issues, and this is all?
It is in our best interest to get you back on track. At the same time, we want to sincerely apologize for the unpleasant experience you have had.
After reviewing this case further with our team, we confirmed that exercise app crashing unexpectedly during their exercise and the watch freezing issue is related to a software bug. Out team is aware of the issue and are working to solve it. Fitbit releases free feature enhancements and bug fixes via the Fitbit app and firmware updates. We are always improving the Fitbit experience and resolving possible issues. However, there is not an specific time frame to have your particular issue resolved.
This issue does not meet the requirements of our warranty policy for replacement. Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. For more information about our warranty policy, please see Fitbit Returns & Warranty
In regard to your inquiry about a refund, you can return products that were purchased from Fitbit.com for a refund within 45 days of shipment. If you purchased your Fitbit device or accessory elsewhere, contact the retailer to find out their return policy.
Let us know if you there is anything else, we can do to help.
Sincerely,
Jorge ME. and the Fitbit Team
What about my connection issue with bluetooth? What about the heart rate monitor failing unexpectedly? Oh by the way I have proof of all of this. What about my lost hours of time trying to get help and getting none? What about the fact that it took over 30 tries to get my watch to do a factory reset? Heck, your tech couldn't even do it with me on the phone. What about the fact that I have to soft reset every few days?
Is no one giving any one else the whole story? Is no one bothering to listen to the client? I have taken video and photos of this and fully intend to make sure that the customer, me, is taken care of. This is not just a software issue. This many issues is the result of being sold s faulty piece of equipment. I am sick and tired of explaining this to your reps over and over and no one actuallyunderstanding.
This response about a software glitch is unacceptable. I expect a better response.
Ryan
Moderator edit: Updated subject for clarity
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