My experience with Customer Service

[DLG82]

Have seen all the posts regarding different issues. Like most, my Ionic shutdown and I can't get it going again. Have tried all the suggestions on the Fitbit site and forum so I decided to start an online chat....I got speaking to a lovely guy called George. Basically he took a few details from me like where I bought my Ionic (which was in February 2018 at a UK Airport) and my country of residence. He then sent me an email with 2 options.... a FREE Ionic replacement or 50% discount on an alternative model. He was so helpful and I'm delighted that such an expensive product is being replaced free of charge when it is outside of the warranty....that's Customer Service 🙂 

Can't guarantee if the same applies to everyone, but give the online chat a go and give Fitbit a chance to redeem themselves!!! Best of luck!

Moderator Edit: Clarified subject

[Carllai611519]

That’s because under EU law the warranty is 2years and the rest of the world is 1 year

[BGallop]

But what do you do with your old Ionic? Send it back?

[DLG82]

No, you keep it. Received my replacement already 😊


Sent from my iPhone

[USAF-Larry]

@DLG82, glad they took care of you under your 2-year warranty!

[Claremac89]

Mine was 2 years 6 months and I got a replacement.

[craig0926]

Mine was just over 1 year and they will do nothing other than offer 35% off a new watch. No reason for me to spend another dime on products with Fitbit that quit working and horrible customer service! I am switching to an Apple watch that works. 

[SanjayM]

No, you dispose of it safely, same as small appliances and mobilephones.

[AndreaRN9]

Me too.  Mine was just over a year old and the 35% discount does not apply to the newer models.  It only applies to the Charge 4, Versa 2 or the Inspire, all of which are inferior to the Ionic in terms of features. 

[Claremac89]

I'm in Australia, I got the same option a free ionic or 50,% off another one, as far as I am aware warranty covers hardware so they have to give you a free one as it is a software issue caused by the update, make sure you tell them this....