Ionic is DEAD after 15 months of use - My experience with Support

[eduardovk]

> Sorry for my bad English 

Dear Sirs,

In Aug. 21, I started a chat to explain that my Fitbit Ionic died after  only 1 year and 3 months of use; such a chat got disconnected since I delayed to answer (because I was solving a problem with one of my students). Latter in that day, I received an email requesting some other information (including the purchase date), which I promptly/precisely provided.

In Aug. 22, I received another email stating that I will receive another Fitbit Ionic as a replacement (i.e., the email stated "...We'd like to provide you with a replacement.") and requesting my personal information (full address and so on). 

After answering the email, I thought that I will receive another Ionic as clearly stated in the email. Then, as an unbelievable surprise, some minutes later in that day "Unfortunately we are not authorized to ship to the country you requested and we can't send you a replacement."; so, I provided a Canadian address where I will stay for some months during a post-doctoral period. Then, I received another unbelievable message:

"...Upon further checking, we noticed that your watch was paired yo your account on May 13, 2018 and it has already reached our 1 year warranty period. In this case, we'd like to apologize for the confusion in our previous emails..."

Based on the above, lets state some facts:

1) I do not understand why my request has been treated by so many different pearson, creating a totally random/messy support service.

2) I have an email (formally saying) that I will receive a replacement for my Fitbit Ionic, which has been totally ignored even after providing a Canadian' address to ship the replacement

3)  There are tons of customers claiming that their Ionic died suddenly (as occured with mine). Hence, there is an unquestionable design problem or it has been properly designed to die within one year and a few months (check "The Light Bulb Conspiracy").

4) It is not fair to pay U$ 250,00 for a device which will be dead after only 12 months.

5) There are a lot of bugs during the daily use of these device, even when it was "working", reported in different posts of the forum.

6) I will not use the discount replacement provided; in fact, I will never ever buy another product from this brand (keep out).

7) I will put the original box along with the died ionic in trash, because it is garbage now.

Therefore, considering the default support team behavior, Fitbit does not care with the customer; in other words, the Fitbit policy is "frustration guarantee" instead of "frustration free".

Regards

Moderator edit: Format

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @eduardovk, welcome to the Community Forums! 

I appreciate all the information and details that were shared in your post, sorry for the inconvenience you experienced with your Ionic device. Since you already received assistance from our Customer Support team, I recommend you to contact them back if you have any additional questions about the outcome of your case. 

Please keep in mind that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that was provided is really appreciated. Thanks for taking the time to share your thoughts and personal experience with us. 

See you around.

[eduardovk]

There are tons of users claiming for the same ackward behavior and fitbit is not interested on solving this issue (it is less expensive to proceed in this way). In my opinion (as stated by others), there is a design "problem" with the device and fitbit will never acknowledge it. My Ionic stopped working (is dead) with only 15 months of use and, during this period, I have faced tons of other minnor problems (like poor gps connection, unstable music transfer, sync issues and so on). So, the best option is "move to another brande (a solid one)".

Do you agree with @RicardoFitbit ?

Because, assuming that you are not blind, it is very obvious with the number of different customers claiming for the same problem that "it is not something random"; in fact, there is a serious problem in the device and/or it has been designed to fail after 12 months. 

Do you agree with @RicardoFitbit ?

Instead of answering with very vague responses as many other Fitbit employees, maybe you should go ahead and try to find a way to help the different users.

Regards,

Eduardo