My experience with Ionic and Customer Support

[John86]

Had the ionic for 18 months have spent more time trying to get it to work properly than actually using it. Constant syncing issues turns itself off then back on during workouts, customer care is useless just get the same advice from them every time which is the same advice as their online troubleshooting. Should never have bought would much prefer Garmin or Apple instead

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @John86 welcome aboard, I'm here to assist you today.

Thank you for sharing your comments with us and for posting your experience with our Fitbit Ionic and our Customer Support team, I totally understand your situation and how frustrating this matter was for you. Let me share with you that Fitbit is always striving to improve our products and services, therefore, the feedback that is submitted in our Community Forums is always helpful for us. Don't hesitate to contact me back if you need anything else, I'll be here. 

I'll be around.

[mandalala]

The ionic is my third fitbit (my husband keeps buying me them) and it is the worst out of the three.  The two older ones are models with fewer bells and whistles.  I will say the ionic enrages me and the others did not.  It is so easy to accidentally pause it while working out and not realize it, and that's annoying.  It has stopped recording a workout right in the middle a few times, which is also very annoying.  

[IonicFit]

@RicardoFitbit Maybe you could help me. I got the Ionic for almost a year now. A few says back it stopped syncing to my Iphone X. It doesn’t even appear on the Bluetooth option at my Iphone X. I restarted the phone and the Ionic and it connected for a few seconds then disconnected again. Also the watch gets behind while being disconnected from the Iphone. Like right now it says 8:32 when it is actually 8:53

[RicardoFitbit]

Hello, I'm here to continue providing assistance, my apologies for the delay in responding your posts. A warm welcome to our Community Forums guys @mandalala @IonicFit, I'm happy to help today. 

@mandalala I appreciate the information that was shared with us on your post, I totally understanding your situation and how frustrating this matter can be for you, thanks for the feedback provided in regards our Fitbit Ionic, such information help us to improve our products and services. Let me share with you that Fitbit is always striving to improve the experience with our products and services, therefore, thanks for your post.

@IonicFit Seems odd that your Ionic suddenly stopped syncing with your iPhone X, even more when this specific mobile device is included on our Supported devices list, thanks for troubleshooting your Fitbit prior posting. Let me share with you that the incorrect time is occurring due to the syncing concern, this will be rectified once your Ionic successfully sync. That said, can you please try the troubleshooting steps from our help article: Why won't my Fitbit device sync? and let me know how it goes? 

I'll be around, let me know if both of you have any additional questions. 

[Keithcfc]

Thank you for getting back to me but I do not have an iPhone, I have a Oppo F5 which is an Android phone. I also own a Fitbit Blaze (the reason I purchased an Ionic so that I could use both of them on the same account). I so regret getting into Fitbit the Blaze works reasonably well with my Phone but the Ionic takes ages and multiple attempts to get it to pair. Even on my state of the art laptop it is inconsistent which does not make sense. I have searched the internet and tried every work around suggested some are OK others that involve completely resetting the Ionic are a pain as it takes ages to get it to work again. For a company as well know as Fitbit these issues are not acceptable. Once I decided to change my fitness watch again I definitely will not choose Fitbit because of my experience.

There is one other issue, why don’t Fitbit have an option to track static rowing as this is a very common exercise. I know from the discussion topics that this is an issue that annoys a lot of Fitbit users. Suggesting you use another exercise option is not good enough!

Yours Keith
Sent from Mail for Windows 10

[SunsetRunner]

@Keithcfc not being able to add any exercise to the Ionic shortcuts in the Exercise app is annoying. The workaround to that is to track Workout and after doing that you can change it to "Rowing Machine" ( it will be listed in the app if you try to rename the activity ), then you can input the distance you've done. This is how I log indoor rowing. Not ideal but works.

[RicardoFitbit]

Hello @Keithcfc and @SunsetRunner, I'm happy to assist. It's nice to see both of you participating again in our Community Forums.

@Keithcfc Please note that my previous reply was for another user with an iPhone X, however, thanks for troubleshooting your device prior posting. Can you please let me know which troubleshooting steps you tried in the past? If you haven't already done so, I recommend you to check our help article: Why won't my Fitbit device sync? as per previously posted. Also, take in consideration that your Oppo F5 mobile device is not a compatible device with our products and services, therefore, you may experience certain connection difficulties. Even though your mobile device is not compatible, give it a try to our help article information and let me know how it goes. If you continue experiencing difficulties, please try using an alternative mobile device.

Your suggestion regarding static rowing is appreciated, I suggest you to check: Stationary Rowing Machine Exercise Shortcut suggestion and give it a thumb up. The status of this specific feature is under consideration. Same for you @SunsetRunner but thank you for the suggestion that was shared.

I'll be around if any of you need anything else.