Ionic's warranty

[cnichols82]

My warranty ended 5 weeks ago. My fitbit Ionic died on Saturday night with no warning or fanfare. All Fitbit can do for me is give me a discount on the same watch that might do this to me again because they have no capacity to repair their products. No option to pay for a repair? I've had the original flavor, the Blaze, and now the Ionic. You've lost a customer. I hope my Aria scale holds up.

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

Welcome to the Community @cnichols82! Thank you for the details that you've mentioned. Sorry to hear about the inconvenience that you had with your Ionic. 

Fitbit doesn't have a repair department. However, each case is reviewed individually and the solution that's being provided is based on the Fitbit Warranty. Fitbit truly appreciates your loyalty and we're always taking into consideration your feedback regarding products or the service that's being provided. 

Hope you can gives another opportunity in the future. I'll be around if you need further assistance. 

[cnichols82]

I appreciate that your company has you on these boards to try to talk to us, but I am in possession of a $300 paperweight with your company logo on it and Fitbit's only response is to ask me to pay $160 on the off chance it won't happen again. This post is to warn others. Fitbit has lost me. Nice move changing my topic name when it is about Out of warranty support and not the warranty itself.

[johneric8]

Welcome to the club! Ihad two ionics die in 13 months, my wife had two as well. Also, all of my friends who bought the ionic had them fail on or around the warranty. It's one of the worst things I've ever seen and it's getting worse everyday. Absolutely disgusting.

[MichaelGrundie]

Same story. Just a couple of weeks out of warranty and mine has died. No warning. Screen is just off and it doesn’t charge or do anything.  Can’t reset it either. 

Its kinda fishy that this is happening to multiple people. 

My fitbit experience has been poor from the start. This is the icing on the cake. 

£239 for a smart watch that lasts a year... what a joke

[Amphoterism]

Mine has literally just died overnight as well

[SunsetRunner]

@MichaelGrundie i see you paid in £ so mind that your warranty if you are in the UK is 2 years.

[MichaelGrundie]

@SunsetRunner I am trying the EEA warranty. I expect them to rubuttle it because I don’t think it strictly applies to the UK. I was reading online that it’s a grey area. Nevertheless I’ve emailed fitbit stating my right to replacement under the EEA warranty. I’ll update when they respond. I know Argos was having none of it. They told me I had to give them a report from the manufacturer stating that it is a manufacturer defect. Or I could have a third party inspect it and state that it’s not been broken by myself. 

[SunsetRunner]

@MichaelGrundie on Fitbit website is written that the warranty is 2 years in EEA. As fas as I know the UK is still part of it ( at least for now 😂 ). I understand you are trying to get it done through Argos but did you try contact Fitbit customer support? However, all you may get by that is the replacement ( no refund option ).

[MichaelGrundie]

@SunsetRunner yep, I seen that also and I’ve contacted fitbit about it. But I only did it tonight so I should expect to hear back in the next few days. 

I just meant after after I read about that in Fitbit’s warranty I googled the EU directive that it’s from and seen some uk websites say it’s a grey area about whether companies have to comply with it in the UK. So I could get resistance from fitbit. But hopefully not. 🙂 

I just need to make sure I have it sent to them before this Brexit circus kicks off in a few weeks 🤣

Id be happy with a replacement even if it only lasts a year... 2 years is probably the bare minimum you expect a device to last.  

[johneric8]

You nailed it and that was my complaint about the IONIC from the start.  You do expect to see a device like this at least last close to two years.  When you witness many fail before the warranty you have to scratch your head because that isn't good odds.   I get that the watch goes through some tough workouts, environments, ETC, but it's suppose to hold up to this stuff better.  I know my wife's Garmin Vivoactive is going strong for nearly four years and she is a Certified Personal Trainer with Camp Gladiator.   I have owned the Surge and the IONIC and none of those watches held up very well.  At least with the surge they were a bit better with sending you a replacement.   My wife bought me a Charge 3 and even though it's water proof I'm not taking any chances,  I'm going to baby it and see how it holds up. 

I love the products when they work,  the issue is their reliability.

[MichaelGrundie]

An update on this. So I was covered by the EU’s 2 year warranty. 

I emailed fitbit and described the issue and their first response was to start the return arrangements. (No smelly pointless troubleshooting on a dead watch)

They said they would send the new watch when mine arrived at the returns warehouse, but my return actually got lost I think. The tracking didn’t update for 3 days. I contacted fitbit and they sent my replacement out right away. 

Overall im pretty happy with this return experience. I would be mad if I lived somewhere that meant I only had 1 year warranty. 

Something tells me this could be a be a common issue, so if you are covered by one year, I reccomend fighting them on it. 

Great return service if you’re covered!

[SilviaFitbit · Accepted solution]

Hey everyone! Sorry for the delay on my reply. 

It's great to see you around @MichaelGrundie! Sorry to hear that your Ionic isn't charging or turning on.

Your feedback is appreciated, Fitbit is always working to improve its watches and services provided. Each case is reviewed individually and the solution that's being given is based on the Fitbit Warranty. 

Welcome to the Community @Amphoterism! I would like you to restart your Ionic and charging it but try changing USB ports. 

Thanks for your advice about the warranty @SunsetRunner. 

Thank you for your feedback @johneric8! Your loyalty to Fitbit products is appreciated. You can always contact Fitbit if you need assistance, we're here to help you. 

I'll be around if anyone needs assistance. 

[Deepestdimples2]

My warranty ran out 28 days ago and the face came off!!!! 

[SilviaFitbit]

Thank you for getting back @Deepestdimples2! Sorry to hear about your damaged Ionic. I've shared your case with our Support team, they will continue assisting you on this and check what options they can provide you. 

I'll be around if you need further assistance. 

[johneric8]

Sorry to hear this!  This is exactly what happened to my first Ionic but at the 6th month mark.  I was standing up talking to my friend and he looked down at my watch and said "Is your watch suppose to have a dangling face?" ..  I remember looking down horrified at seeing the face dangling by the circuit board.

Hopefully they can find a resolution for you, but since it's out of warranty the best they can do is offer a discount  on a new IONIC most likely.

[SunsetRunner]

Mine died too. Just 12 weeks after my warranty expired. I dont have the money just to go buy a new one either. Im beyond mad

[Deepestdimples2]

Exactly! Wow, but I don’t want another one.

Sent from my iPhone

[OggieHocky]

Mine died this morning !  Not charging at all

Reading all the post in here..... sounds like Ionic seriously having faulty battery problem.

[Babroad]

Mi ionic has just died too. Been about 18 months. Just stopped in the middle of the night and it won’t charge. There’s nothing wrong with charger or contacts as my boyfriend’s charges with same lead and as my dad’s an electrician he  tested both the charger and contacts and said they’re fine - it’s the internal battery and it’s completely sealed so nothing to be done but put it in the bin. So much for the Fitbit flyers, aria scales, deezer subscription... all these built around an expensive device that looks good, but doesn’t last. Back to polar...