Reboot during exercise - My experience with Support team

[ShaRob4]

My ionic is rebooting multiple times a day and during exercise. Frequently it loses sync and the time is off by hours until it is manually resynced.

I have had seven exchanges with unhelpful and evasive customer service reps via email.

They refuse to replace it under warranty, fault or complete a refund. They have admitted it is a known issue with no timeline for a fix or resolution. I am extremely unsatisfied with this “flagship” product and unhelpful staff. 

Your brand is losing trust, your staff is not resolving problems and the product quality is in the toilet. What are you going to do to resolve this?

Based on this experience I would never recommend any Fitbit product to someone I liked or trusted. 

Moderator edit: Subject for clarity 

Moderator edit: Format 

Moderator edit: Word Choice

[RicardoFitbit]

Hello @ShaRob4 welcome to the Community Forums! It's a pleasure to provide you with assistance today.

Thank you for taking the time to share your thoughts and experience with us, I totally understand how frustrating was this matter for you. Let me share with you that Fitbit is always striving to improve our products and services, therefore, the information that was shared in your post is really helpful for us. Since you already contacted our Customer Support team regarding this situation, I recommend you to contact them back if you need more information and details regarding the resolution that was given by them.

Take in consideration that we’re aware of this situation and are working to identify a resolution as quickly as possible. We're sorry for any trouble this may cause to you and appreciate your patience while we look forward to getting you back on track.

I'll be around if you need anything else, let me know if you have any additional questions.  

[ShaRob4]

Once again no resolution. Your support has offered none and neither have you. Fitbit is releasing faulty products and stealing everyone’s money.

You have not resolved the issue. You are just astroturfing the issue. Start providing solutions. Fitbit is a sham with no quality control. Don’t purchase a Fitbit product until they fix their product issues and customer service.

[RicardoFitbit]

Your reply is appreciated @ShaRob4.

Let me share with you that Fitbit is always striving to improve our products and services, the feedback that was posted is helpful for us. Don't hesitate to contact me back if you need anything else.

See you around.  

[ShaRob4]

If you have problems with your products just return them, there is no “support.”

It is largely automated form responses designed to keep people in a loop and prevent users from sharing their negative product and customer experiences outside of their controlled platform.

Multiple threads document poor product reliability and other posts that have been removed for violating “community policy”. Just return your defective products and leave your feedback elsewhere so the CRM team can’t erase it and astroturf the issues.

Moderator edit: Word choice

[Odyssey13]

Hi @ShaRob4 

Check out #5 in the Terms of Service, which we all agree to upon joining to post on the forums. Click to read

I know people who have a variety of the Fitbit products and they have nothing to say other than they feel support listens and helps them. Sorry you feel otherwise.