My experience with Customer Support and Ionic

[Algonquin]

I am extremely upset, frustrated and disappointed with Fitbit and their policies. I bought a brand new Ionic in June of 2018. I started to have issues with syncing in March 2019 and called Fitbit troubleshooters numerous times exhausting all avenues. It worked for a day and the same thing would occur. They offered me a replacement which I gladly accepted. Again in Sept 2019 the same thing occurred spending frustrating hours with the help staff trying to do all they could to get it to work to no avail. I insisted they give me a BRAND new Ionic since the replacement was inferior. Reluctantly dealing with a supervisor they offered me a new one saying they would no longer replace or give me a replacement. I agreed to that hoping the other two were inferior. Five months later, once again, the Ionic was not syncing. I tried fixing it, then dealing with troubleshooting chats last night where they finally got it to work, only to wake up this morning, the time was off, and not syncing. Called once again spending another hour on the phone with a lovely person once again, going over and above, to only find the watch not connecting at all. 

I asked for a supervisor, had her e at my history, and asked her how they can compensate me although I did agree to accept their offer in September. All they could was to offer me 40% off on a Versa {which I don't want and know they're pushing this product} and 25% on the Ionic. 

I've been with Fitbit for 10 years or so  always upgrading with their products. I absolutely love the Ionic when it works, as well as the affordable price but I cannot in all good conscience justify or afford putting out $229. every year or so for a new one. Nor do I have the time to spend on the phone every few months trying to fix this issue as it's extremely frustrating. 

I will say everyone with whom I've dealt with have been understanding, knowledgeable and patient for the most part but I'm extremely disappointed with Fitbit and their not backing up their products. I totally understand if I had the watch for a few years, but every 6-9 months having issues is not acceptable! It saddens me that I now have to research another sports watch with similar information without going broke. If and when I do, I'll be sure to pay extra for the warranty as this has been the only lesson I've learned dealing with Fitbit.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Algonquin, welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.