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Ionic not tracking my steps

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‎04-16-2020 10:04 - last edited on ‎04-16-2020 18:45 by Fitbit Moderator

‎04-16-2020 10:04 - last edited on ‎04-16-2020 18:45 by Fitbit Moderator

I have an Ionic that started glitching in November 2019, when I called and emailed trying to figure why it was not tracking my steps they would classify my call as something different, so now when they have pushed me off each month to where my device is out of warranty. They kept me on the phone on 4 different occasions for over an hour troubleshooting and when it would get to an update and each time they classified it as a different problem than the one I called before so now that it is out of warranty they are saying I was calling about a different problem. The problem started November 12th and they can see that on my data! but now after they have made me try every single way to reboot, update and repair over the last few months until it is out of warranty. Unbelievable. They can clearly see my data and when the problem started, and it is disgraceful how they have handled this problem. 

 

Moderator edit: all-caps

Moderator edit: updated subject for clarity

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2 REPLIES 2

‎04-16-2020 12:51

‎04-16-2020 12:51

Hi @jwoolsey  not sure how this is classified as fraud. Could it be related to which phone you have? You didn't state what your problems were, so it's hard to know what to tell you. Was the main problem the device not tracking your steps? I'm sure by now you've restarted the device a few times, made sure the firmware is up to date and you have the latest app.

Stepping in the U.S.A. since September 2013. Android 14

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‎04-16-2020 18:43

‎04-16-2020 18:43

Welcome to the Fitbit Community @jwoolsey.

 

We are sorry to hear that your Fitbit Ionic is not tracking your steps. Thank you for your feedback about our Customer Support.

 

I contacted our team to further investigate your case and after reviewing their records we found one email from you (not a call) from November 2019 where you were reporting that your account was compromised.

 

Our team is constantly working to improve our products and services and appreciate the comments from users. They provided accurate information on this situation and did their job properly. If necessary, you can check out the Fitbit Limited Warranty on this site.

 

Thanks for your support @Odyssey13.

 

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