Replacement process feedback

[tmizel10]

Has anyone else experienced as terrible customer service as I have?

My Fitbit Ionic recently broke.  I went for a swim and exited the water to find that the buttons on the Ionic were not responsive.  Within the next hour, the Fitbit Ionic was completely dead.  I contacted customer service, to get it replaced (because it's only like 3 months old).  I had to contact them 3 times and send 2 videos to get them to believe that the device had failed.  Then I had to contact them another 3 times to get full instructions on how to return the device.  And now, about 2 weeks after I mailed them the device, they're telling me I won't get a replacement for another 10 business days.  That will be over a month without the device because they sold me a faulty product.  When purchasing a $300 watch you would expect better customer service.

Moderator edit: updated subject for clarity

[MarreFitbit]

Hey there @tmizel10, thanks for stopping by! Thank you for the thorough feedback for the Fitbit customer service and devices. 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. 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.

Once our team has confirmed that your return has been received at the warehouse, our team will process your replacement order. You’ll receive another email from Fitbit with a link to your order status. Your order should arrive within 7-10 business days from the date of shipment. 

If your order has been delayed, please track your order updates with the tracking number generated by your carrier. It may take 24-48 hours for your tracking information to provide any updates through these websites. Check these websites regularly and be on the lookout for weather alerts or service disruptions that may affect your shipping time.

If you have questions for the carrier shipping your package, please contact them directly.

Let me know if there's anything else I may assist you with.

[tmizel10]

Your response demonstrates exactly what is so frustrating about this.  I was first told it would be 5-7 business days to ship the device to the warehouse and another 5-7 to ship it back.  Then I was told, after my device arrived, that it would be an additional 5-7 to process return before it could be shipped back.  Now, you are telling me it's actually 7-10 business days to ship the device back, instead of the 5-7 I was originally told.  Nobody from the Fitbit team seems to have an actual understanding of how this process works.

[SunsetRunner]

After the experience I had buying my Ionic, if it fails I will just throw it away. It's already the last thing Fitbit I will ever buy, you shouldn't have to work and push to get something you paid a small fortune for.

Good luck!

[MarreFitbit]

Thanks for getting back @tmizel10! I totally understand your point. Sorry to hear about the inconveniences you've been having with your Fitbit Ionic.

In case your replacement has a delayed, my best recommendation is to check for updates with the tracking number or contact our Support Team with the open case you have. They will more than glad to provide updates or new information in regards to the status of the replacement. 

I really appreciate the feedback , but the best way to know about the status or delay of your replacement is by contact them directly. 

Have a nice day! 

[quinton0227]

I've had 3 seperate devices through fitbit.  All have failed in the same way, within 6 months of first wearing it, the band glue has deteriorated and fallen off the watch itself.  The first time i reported this, I was given a 25% discount to purchase a replacement.  The second time they would not do anything about it.  I didn't even bother the third time.  Fitbit has some of the worst customer service of any company I have purchased products from.  I would not have used the third watch except that friends gave it to me.  From what i've read in the forums this is a well documented problem and the company does nothing to fix it, I guess they just assume people will continue to mindlessly buy replacements.

[SunsetRunner]

Recently had my ionic replaced ( I feel from using it in my pool, water did something) I wait sometimes on hold for OVER 15 minutes, recieve 10 emails telling me that they have my device and it's being processed and I waited about 7 weeks for it it to be back on my wrist. What a joke

For over $350.00 with tax I would strongly advise anyone NOT to buy this watch, go apple, it does a heck of a lot more then this one