As predicted, Fitbit Support finally got back to me (the third different "Support Team" I might add)" in the way that I expected (see previous posts on this thread). Here is what I just got:
We appreciate you getting back to us with the requested information and photos.
(Strange since I never sent any photos).
Upon checking our systems, we have verified that your Ionic is ineligible under warranty replacement. Our limited warranty provides replacements for trackers and accessories deemed to have a manufacturer's defect within 365 days from the purchase of your original tracker.
(Partially true--however, Fitbit created their own defect before the watch was even two years old. It's convenient that they have left themselves out of any responsibility for problems that they might cause due to a corrupt firmware update after the initial warranty period.)
We sincerely apologize for this outcome as this is definitely not the experience that we want you to have with us.
(This is the only correct statement that I have received so far. Oh, and apology not accepted. I don't want canned corporate-speak platitudes. I want my watch fixed or replaced--ASAP.)
Since your tracker or accessory didn't meet the requirements for a replacement, you may visit the Fitbit store to purchase an accessory or you might want to check our authorized retailers as sometimes they offer promotions that we do not have.
(Now, based on my not-so-positive experience, why would I visit the Fitbit store again, a Fitbit retailer, or other Fitbit vendor and make another purchase?)
When you purchase a new band from our store, not only you will have the style of your choice but also have a one year warranty for the new band.
(Band? I never said anything about a band! It's my watch that was defective! Perhaps cutting and pasting a canned response is not the best way of dealing with a problem since it appears Fitbit was not listening to me or taking the time to address the issues that I painstakingly outlined in my previous messages to Support).
We hope for your understanding on this.
(No, you do not have my understanding on this because I clearly stated several times both in e-mails and on these message boards that the only acceptable solutions would be to either repair or replace my watch--period.)
Should you need further assistance, do not hesitate to let us know.
(Based upon what I just posted here, why would I do that?)
Sincerely,
Francia and the Fitbit Team
(Well Francia and the Fitbit Team, you have just lost a customer for life. Never again will I purchase or look at another one of your products. I will also spread the word that this is what customers can expect when they have a problem with one of your products and that you will not stand by them or do what is right to address them after the very limited warranty period).
Community Moderators ensure that conversations are friendly, factual, and on-topic. We're here to answer questions, escalate bugs, and make sure your voice is heard by the larger Fitbit team. Learn more
Best Answer
