Ionic suddenly stopped working - My experience with Support

[Sadanandahegde]

It’s been 16 months and all of a sudden step count and HR stopped working, support team responded to restart/reset the device which I had already done before reaching out to support.

now they sent me a link showing that I am out or warranty and they are very sorry for what happened.

i was not expecting this kind of response for a flagship product.

looks like time to switch to Apple Watch/ garmin trackers, at least they are reliable and support is also good

Moderator edit: Subject for clarity 

[Bobie10]

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@MikeR417 wrote:

Mine died before the update.   It will not charge to even try the update.    The update notification showed up on the app yesterday.   

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[acanter]

Mine died, too after 18 months.  Tech support by chat and phone was useless.  It would seem to me, a long time user of fitbit products, that the fitbit forum responders would have some impact to get the company to do right by its customers.  Why would I buy another fitbit product after my $300 watch lasts only 18 months? How about an answer for that RicardoFitbit?

[RicardoFitbit]

Hello guys, I'm here to continue providing assistance with your difficulties, my apologies for the delay in responding your posts. Welcome to the Community Forums @SunsetRunner @acanter and thanks for your replies and updates @Bobie10 @Khalilmm @Sadanandahegde @Birger @MikeR417.

Thanks for taking the time to share your thoughts and experience with your Fitbit Ionic and our Customer Support team, my apologies for the inconvenience all of you went through with this situation. As per previously mentioned, I recommend you guys to check our warranty policies because our Customer Support team refers to such information to move forward to a warranty-related procedure if in case all the troubleshooting steps applicable to resolve this situation were exhausted. Also, you can contact them back if you have any additional questions about the outcome of each of your cases.

@SunsetRunner I was informed by our Support team that they already provided you with assistance regarding the firmware update situation you experienced with your replacement device. That said, please don't hesitate to contact them back if you have any additional questions about the information that was provided by them. I'll be around if you need anything else.

See you around.

[acanter]

Thanks for the mind numbing corporate baloney. As usual, no answer to the real question of why do you make products that fail? And then fail to support them.

[RicardoFitbit]

Hello @acanter thanks for your post.

The feedback that was submitted in your post is appreciated, such information help us to improve the Fitbit experience with our products and services. Customer Support team informed me that they already provided you with assistance, therefore, please contact them back if you have any additional questions regarding the information that was provided by them or contact me back if you need anything else.

I'll be around. 

[Talthian]

I think it is real telling that they don’t explain why the watches are just up and dying. Fitbit has to know that there is a fatal flaw. You don’t have this many devices just plain die. It’s not like there is any lead up to it. Like the device was completely dead and stopped working or all of those that failed were on swimmers. They have to know the answer. There has to be a shared component on both the ionic and versa that has a shelf life of about 14 months. 

[acanter]

FYI, customer support was useless. They sent me a code for a minor discount to buy a new one.  I logged onto that site and if I wanted a new one at that price, I'd have to wait two weeks because it was on back order.  A local store in my town has them in inventory.  Such baloney. 

Meanwhile, I've filed a claim with my credit card for its extended warranty. That has cost me hours of work and untold stress.  This would have not been necessary if your company stood behind its products.

[Bobie10]

And the online store only gave you a limited selection of items.  I was thinking if I had to repurchase, I wanted what I had... but they only had the orange faced ionic that was back ordered.  I would not want that color at all.   I purchased a versa incase I changed my mind of getting an Apple Watch 

[RicardoFitbit]

Hello again! It's a pleasure for me to continue providing assistance, my apologies for the delay in responding. Nice to see you guys again participating in the Community Forums @Talthian @acanter and @Bobie10. 

Thanks for sharing your thoughts and experience with us, the feedback that was submitted in your posts are appreciated. Please take in consideration that our Customer Support team refer to our warranty policies when it comes to a warranty-related process, therefore, my suggestion for you guys is to review our policies for a better understanding of the outcome of your cases. We are always striving to improve the Fitbit experience with our products and services, the feedback that was shared in your posts are appreciated. 

See you around.