Decided to consider the 25% discount (which showed an offer priced it at $124.97) on July 27th which could be used anytime within the next 30 days. But then I got an email today stating they had upped their discount to 40%, and their first offer of 25% had been pulled. So I clicked the link and their 40% offer showed $149.97. So I decided to shop a bit. On their store page the price is already listed at $149.97, so 40% off of that would have been the deal I was expecting. A chat box came up and I decided to speak to the sales person. Here is how that conversation went. All I can say is I sure hope there are some Fitbit users in the profession of making some money.
Joshua:Hi Diane, my name is Joshua with the Fitbit Sales Center. How can I help you?
Me:I would like a replacement for my Ionic.
Joshua:I'll be happy to assist you today, Diane.
Joshua:Do you have an Ionic now that is not working correctly?
Me:Yes I do.
Joshua:As I am in Sales, I would love to transfer this chat over to our Support team where they have access to different tools to better assist you. Would that be okay?
Me:Sure
Joshua:I'm going to create a case to let the Support Team know what's going on, and then I will transfer you. This process can take 1-2 minutes, please keep this chat window open.
Joshua:While I am creating your case, I would love to invite you to check out our blog and community pages, you can find them under the “Get Motivated” tab on our web page. Both have fantastic health information.
Me:Yes, I'm familiar with them as a user of your product for more than six years.
Joshua:Thank you so much for your patience while I created the case for you. The next available support advocate will be with you as soon as they are able.
Joshua:Please note, you will not be able to send messages while waiting. Please keep this chat window open during the transfer process.
Joshua:If the wait becomes too great, you can call in at 877-623-4997, and provide the case number for them to continue where we left off. The case number will be provided in the following chat entry.
Joshua:This is a transfer from Sales, Diane has an Ionic and it is not working correctly. Case: 31568558
Please wait while we transfer your chat to the next available agent.
Edmark is your new agent for the chat session.
Edmark:Hi Diane, My name is Edmark. How can I help you?
Edmark:I haven’t heard from you, are you there? If I don't hear from you soon, I would have to disconnect this chat in 1 minute so that I can assist our other customers waiting in the queue.
Me:Im here, I typed but it would not send.
Me:Hello are you there?
Me:That was a rude response.
Edmark:Thank you for confirming. I am doing good, thanks for asking.
Edmark:I am sorry for the inconvenience it has caused you. I don't want you to feel that way, Diane.
Edmark:How can I assist you today?
Me:I was looking at Ionics on your store page and got a chat box so I started a chat. She asked if I had one not working and I said yes and she said she had to transfer me to someone else. Then during the transfer my messages would not send. Then you said you were going to disconnect. I'm confused.
Edmark:Thank you for chatting in today. I’ll be glad to help you with your Ionic's that is not working.
Edmark:Again, I am sorry for the inconvenience it has caused you.
Edmark:Could you please provide more details about what is not working?
Me:Certainly. The Ionic died shortly after a forced software update on or about July 20th.
Me:I really miss it.
Me:I had no idea how addicted I had gotten to it. I live in a stilt home so I always used the stairs and the sleep alot.
Edmark:Thank you for letting me know the issue you had with your Ionic.
Edmark:I would really want to figure this out for you and to begin, may you confirm the email address that's connected to your Fitbit account?
Me:Sure.
Me:It was so disappointing to lose it.
Edmark:May you confirm the email address that's connected to your Fitbit account?
Edmark:I hear where you are coming from and understand your disappointment regarding this matter.
Edmark:Thank you for confirming your email address. Please allow me a couple of minutes to check your account.
Edmark:Thanks for patiently waiting. Upon checking our back end tools, I was able to confirm that the last time your watch synced was three days and 21 hours ago using an iOS device with 90% battery level.
Edmark:Is your watch charging?
Edmark:Are you still with me? If I don't hear from you soon, I would have to disconnect this chat in 1 minute so that I can assist our other customers waiting in the queue.
Me:I don't see how that is possible. On July 21st it was showing a 61% charge around 6 pm. and around 9:00 p.m. totally died. It hasn't had a green light since then.
Edmark:Thank you for sharing the experience you had with your watch.
Edmark:Have you tried perform any troubleshooting steps prior to contacting us? If yes, may you confirm the troubleshooting steps you’ve done so far?
Me:Yes, I talked to someone by phone
Me:She had me do the three button forced boot. I have left it on charge hoping for some sort of life but so far nothing.
Edmark:Thank you for letting me know the steps you have done so far.
Me:She had me hold the left button 10 seconds, then add the right bottom button for 10 seconds, then the right top button so that all three were pushed for 10 seconds.
Edmark:Since you mentioned that you are done with the restart, let's go ahead and proceed with the other troubleshooting steps.
Edmark:Let's try cleaning the charging contacts on the watch and the charging cable by getting a rubbing alcohol and a cotton swab to clean the contacts.
Me:Yes I did the cleaning already also.
Edmark:Have you tried to use a different USB port or outlet in charging your watch and make sure the alignment of the charging contacts are secured from the charger to the Ionic.
Me:Yes, I used three different chargers. I have two separate stand chargers plus my husband's Ionic magnetic charger, all are in different outlets.
Edmark:Thank you for confirming.
Me:I have six bands and two stand chargers I bought so I have a small fortune in this thing.
Edmark:Since all necessary troubleshooting steps was already exhausted, I was able to confirm that your watch is not working as it should.
Me:Any thoughts on what would have caused it to suddenly die?
Edmark:Upon further checking, I was able to see that you were provided a 40% discount for a new purchase since your warranty has already passed.
Edmark:I would like to share that this is unexpected behavior of your watch and we can only determine the issue once customer has experienced it.
Me:Yes, ironically the first email offered me a 25% discount but when I clicked on it the price was $124 that would be valid for 30 days. This afternoon I received another email telling me they were offering me a 40% discount but the price is now $149.97.
Me:They also voided the link to the offer that was to be valid for 30 days.
Edmark:I am sorry for the inconvenience it has caused you.
Edmark:That is right, since we have provided you a big discount towards a purchase of our trackers and watches.
Edmark:I can confirm that the price of our Ionic is $149.97 when the discount applies.
Me:Why was the first offer made that priced it at $124 and promised for 30 days pulled.
Me:Although your tracker is outside the scope of Fitbit's warranty terms, we want to offer you the following: 25% discount on a new Fitbit Use the link below at any time in the next 30 days and the discount will be automatically applied at checkout. https://www.fitbit.com/campaign/store?promo=25OFFREPLACEMENT&userPromo=24iM7sGp421n&utm_campaign=25O... If you have any questions, please reply directly to this email.
Edmark:As per the 30 days validity, since we've sent another discount, the initial discount that was sent will be automatically unusable.
Me:Is that legal? I mean the first offer is dated July 27, 2019 at 10:40 a.m. and I have a copy of it printed out. It clearly says I can use the link at any time in the next 30 days.
Edmark:Let me check my resources regarding this matter.
Me:Thank you.
Edmark:You are welcome.
Edmark:Thanks for waiting. For us to proceed accordingly, since you mentioned that the price of our Ionic is $124 with the first link sent, we can try to generate it again just to check.
Edmark:I will cancel the second discount link and we'll let you know once done.
Me:So what does that mean?
Edmark:I am trying to isolate the issue, Diane.
Me:Oh, ok. Thank you.
Edmark:I have already sent the first discount link. You may check it for your reference. Please make sure that the country on your link is United States.
Me:Ok, hold on.
Edmark:Sure thing.
Edmark:Upon checking, I can see here that the price of our Ionic is still $149.97 with the discount applies.
Me:Yes it is showing $149.97 now.
Edmark:Thank you for confirming.
Me:The price originally came up $124.97
Edmark:I am sorry for the confusion it has caused you. One of the reason might be the country located on the lower right part is not on your current location reason why it shows $124.97.
Edmark:Rest assured that the price of our Ionic with the 40$ discount applies is $149.97.
Edmark:Although this is the case, I encourage you to take advantage of the discount code we provided as we want to keep you in the Fitbit family.
Edmark:I would hope for your understanding regarding this as I would only wish for you is to continue your fitness journey with us.
Edmark:By the way, after our chat, you will receive a brief survey. Any feedback you'd like to provide would be most appreciated and will help us refine our support processes.
Edmark:Is there anything else I can help you with?
Me:Why can't I buy it from the other country and why does it show me in another country then and not now?
Edmark:The availability of our products would depend on your current country.
Edmark:Also, the currency also applies based on the country you are currently in.
Me:Do you know how far up the corporate ladder this has gone? Does Fitbit corporate board know and understand what is about to happen to Fitbit?
Edmark:Rest assured that we aim for improvement and your feedback is greatly appreciated. Your case is well documented as we take note on the customer's concerns as basis for future design and features of our products and services.
Me:It is good that you take note, but taking note and taking action may lead to different marketing strategies.
Edmark:I understand your stand when it comes to our marketing strategies.
Edmark:I'll definitely see to it that your feedback reaches the appropriate department. I'd like for you to be assured that all of our correspondences are also being monitored by a higher department and quality team.
Me:I can buy the product from Amazon for the price you are offering. That's kind of sad when you guys make them and Amazon can do a better deal.
Edmark:Although this is the case, I encourage you to take advantage of the discount code we provided as we want to keep you in the Fitbit family.
Edmark:Although Amazon is one of our authorized retailers, we don't have any influence over their pricing strategy as well as any special promotions that they may offer as it is at the retailer's discretion.
Edmark:Is there anything else I can help you with?
Me:I just hope some of your "quality team" includes some people over 50 who understand customer service and marketing. No thank you. I appreciate your help and you answering my questions. I think I have collected the information I needed.
Edmark:You are most welcome. If there's nothing else that I could help you with, please feel free to close the chat window.
Me:Thank you. I will do that. Thanks. Saved it.
Moderator edit: Removed personal information
