Ionic no longer counting steps - My experience with Customer Support

[Sabrina1_1]

I am absolutely disgusted with the company and how I have been treated. I bought my ionic December 25th 2017. I previously had a Charge 2 purchased December 25th 2016. Never had a problem with the Charge so I decided to upgrade to the ionic 

Yesterday  all was well  no issues. A few months ago I noticed that I needed to update my Ionic  I tried but it kept failing. I gave birth to my son in October  lost my mother in law shortly after  then the holidays and then found out that my son was epileptic  After months of running around to hospitals and doctors I finally had some time to look into the updates. Now my watch doesn't work, so I called customer service (Hahaha) and was told by Dennis that my watch was defective from the start. I've never had an issue with it before the update. I was told that I would be given 25%  a purchase of a new watch.... I said it was unacceptable and asked to speak to the supervisor. Enter, Mario. He asked me why I hadn't updated my watch sooner. I explained my past six months and he said that he could not do anything as the warranty expired in December. I was told that my watch was defective and would eventually fail anyways and that it had nothing to do with the update. It's four months past the expiry of the warranty. It was fine until the update..

I'm honestly disgusted. I am made to be the bad guy, having to purchase a new watch rather than come to a solution we can all live with. I'd be happy to pay a fee but I'll be **ahem**ed if I will buy a new one at 200$+ 

Basically  I was laughed at and told that it was my choice not to buy a new watch. I'll never encourage anyone to buy a watch with them... Ever again. This is no way to conduct a business. I know that I'll never hear from anyone who can actually do something but I can't believe that they would treat customers (especially returning ones) like this!!! Absolutely deplorable!

Moderator edit: Format and subject for clarity 

[RicardoFitbit]

Hello @Sabrina1_1 I'm glad to see you again participating in our Community, let me check this situation for you.

I appreciate your post sharing your thoughts with us. I'm sorry to hear about your experience with our Support team, I totally understand how frustrating this situation can be for you.I'd like to let you know that Fitbit customer support is always striving to improve our users Fitbit experience with our products and services. We appreciate all of the input we receive from our users because this information help us to evaluate our procedures as a reference. I recommend you to contact our Support team back if you have any additional questions about their conclusion, I'm sure that they'll be happy to provide you with more information and details. 

Also, for any inquiry about our warranty policies I suggest you to check Return Policy and Warranty. 

I'll be here if you need anything else.

[Sabrina1_1]

First of all @RicardoFitbit this is the first time I have EVER participated in the Fitbit COMMUNITY as I was looking for answers. Don't insinuate that I am constantly here complaining, thank you.

Unfortunately, I don't really care about Fitbit customer support anymore. It's very nice to say that you understand my frustration but let me assure you that you have no idea. I am one of many users who have tried to update my watch and interestingly enough we all have similar or the exact same problems. Our watches magically stopped working or developed issues. Coincidence ? I don't think so. To be told that I should have contacted you sooner, when my watch was working perfectly well, prior to the warranty expiring is ludicrous. As such I have filed a complaint with the Better Business Bureau. I wasn't asking for a new watch, just that my watch work as it was PRIOR TO THE UPDATE!