Ionic won't track my sleep and it won't sync

[Kathrine0518]

I am so tired of dealing with this it’s not even funny anymore. I had a blaze for a while, it would randomly shut off on me and the only way to get it to turn back on was to put it on the charger for a few minutes. My husband bought me the New Ionic for my birthday. I set it up and it wasn’t tracking my sleep. I did all the trouble shooting steps and still nothing. I removed it from the app and left it that way for a while. I went to set it up again Wednesday of this week and it’s took over 3 hours. It was working fine for a day. Then Friday the same thing it wasn’t tracking. So I called Fitbit and spoke to a manager. After 1.5 hours on the phone with her I got it working again. I was finally happy and thinking things were looking up with this Fitbit. Well I went to sleep last night wearing my Fitbit and then woke up and went tonight look at my sleep and it wouldn’t sync. It says last time synced was yesterday at 1027pm. I turned off my phone made sure the WiFi was set and then called Fitbit again. They made me do all the steps again. They are now telling me I have to try with another device before they can help me. I don’t have a tablet or computer and the only other device Is my husbands phone and he won’t  be home till 8pm tonight. If the fitbit won’t work on my phone that’s is a phone they say it works on and it’s all up to date on the systems then why can’t they help me out. I’m to the point I want to toss Thisbe **ahem** thing in the trash and go with Apple Watch. 

Moderator edit: updated subject for clarity

[MarreFitbit · Accepted solution]

Welcome to the Fitbit Community @Kathrine0518! Sorry to hear about the inconveniences you've been having with your Fitbit Ionic. Thank you for the thorough feedback for the Fitbit devices and customer service. This has not gone unnoticed and be sure that I will pass this along.

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Rest assured that our engineers and product development team use this information to further improve our products and services which lead us to release new Fitbit trackers.

Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.  

I was about to do my best to help you with the sleep and syncing issues, but I have seen that our Support Team has been working with you today and it seems that a new Fitbit is on its way! 

If there any questions present, please let me know.

[Kathrine0518]

After having to call you guys 3 times to get to that point and having to wait till my husband got home  to download the Fitbit app to his phone and then set the WiFi and make sure it would try to sync it was unreasonable. As a customer who spends a good amount of money to by a tracker I feel one maybe two calls should be enough. Granted the first time I called was fine and we got it fixed but a day later and the same issues and having to call back twice the same day for them to send me a replacement isn’t what I call customer service. I hope this tracker don’t have the same problems or I willing be very unhappy and calling back and probably ending up with an Apple Watch bc I’ll change company’s 

[MarreFitbit]

I totally understand where your concern is coming from @Kathrine0518. Thanks for your feedback and your time while troubleshooting this on your own and with our Support Team, I do appreciate this. 

As soon as you receive your replacement, keep in mind that you can set up your tracker on your currently Fitbit account without losing any previous data. 

1. From the Fitbit app dashboard, tap or click the Account icon.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Please let me know if there's anything I may do to assist you in the meantime.