Ionic's screen says "brand" instead of "Fitbit"

[Bananarama89]

Just ordered an ionic from Amazon. Upon opening and inspection of product, the bottom of the screen says "brand" and not "fitbit" as all other images of product. Double check your goods, folks.

Moderator edit: updated subject for clarity

[Odyssey13]

Hi @Bananarama89  you should contact Amazon and let them know. Not all sellers who list items actually sell the authentic devices. Let us know what happens.

[Bananarama89]

That's a good suggestion. I'll circle back when I hear from them.

[WavyDavey]

Yes, let us know. That sounds like either or knock-off or a prototype.

Edit: Now I have that song "Cruel Summer" stuck in my head from the OP's username.

[N8teGee]

I've seen this in the past before. It's an internal test device. The brand is just a placeholder for the real logo, as to be less recognisable being an unreleased device.

I'm guessing Fitbit has a number of these varients produced, and somehow this one entered the supply chain. 

[Cantryboy]

Do you have a picture handy?

[Bananarama89]

I did not snap a photo... I've repackaged the device anticipating the
return process...

[LZeeW]

@Bananarama89   Amazon sells items at least three ways.  

• Ships and sold by Amazon.  Self explanatory.
• Sold by XYZ company and Fulfilled by Amazon.  Sold by a third party, but the product is in an Amazon warehouse for fulfillment.
• Ships and sold by XYX.  An Amazon third party vendor.  Lists items on Amazon, but ships from another facility.  These are of the items that say not eligible for Prime shipping.

Review your order information.  As you deal with Amazon, it will help you understand where your Ionic came from.

[Bananarama89]

Option #2

[N8teGee]

The funny thing is, the "brand" logo is in the exact same font/style and colour as the original Fitbit logo, so it wouldn't really take much working out as to which brand it really was 😁 

[LZeeW]

@Bananarama89   To be clear, the members of the Community Council are volunteers who are very knowledgeable about Fitbit products.  So as you deal with Amazon, there is unanimous opinion that you were sold a prototype that was listed as a new product.  Even if it is listed as "renewed", it should not be available for sale.

It goes without saying that you will rate the vendor the lowest possible number of stars when you get the chance to provide feedback.

Also, could you record the serial number from the bottom of the box?  Not the UPC, but the serial number.  It is under a much longer barcode and is a mix of numbers and letters.  When this happened before, Fitbit was very interested in how a prototype got out.

I am also going to flag your post to get a moderator involved.

[Bananarama89]

I will relay the information. This whole situation is proving a headache
for me as the consumer. I have a big biking trip planned Sunday and this is
a big wrench in the plans.

[LizzyFitbit]

Hi everyone. It's great to see you here in the forums and welcome to our new member.

@Bananarama89, thanks for sharing detailed information about your brand new Ionic. I understand how you're feeling about not having your watch ready to track your exercises. As mentioned in this thread, the best recommendation is to contact either Amazon or the vendor so they can provide you with more details about their return policy since this watch was delivered from them. I appreciate your feedback and the time taken to work on this situation. If you have another question, don't hesitate to let me know.

@Odyssey13, @WavyDavey, @N8teGee, @Cantryboy and @LZeeW. Thanks for stopping by and helping our new friend. Your posts are great and I'm sure others will find them very helpful!

Hope to see you around.

[Bananarama89]

The return has been processed, but this feels like a supply chain error
from the source. This being a prototype, the source is fitbit.

[LizzyFitbit]

Hi @Bananarama89. Thanks for getting back. I'm sorry for the delay.

I appreciate the time you took to contact Amazon for the return. I totally understand where you're coming from as this watch shouldn't have been sent to you, and be sure that your feedback will be passed along so this situation can be prevented in the future. Please follow the instructions given to you by Amazon or the vendor, and keep us updated.

I'll continue being around if you need anything else.