Return process of Fitbit Ionic - My experience with Support

[SunsetRunner]

Hi everybody!

I have a problem with Fitbit's support. The heartrate-measurement of my Ionic is broken. The LED on the divices bottom-side are not working anymore and the measured values are completely wrong.

I contacted Fitbit's support to get a returning-number and an address to return my device (as said in the warranty-manual). I just got some standad-advices and some questions.

Hence, I explained the situation and I have sent a video, which shows the issues. Again, I asked for a returning-number and an address.

I got a standard-reply again and my request was ignored completely. 

I answered again, that my device is clearly broken during warranty period and that I want to return my device. Additionally, I've set a deadline to 5th of July for answering my request.

I haven't got any answer up to now (three days later) and I'm really pissed off! Is that Fitbit's understanding of support?

This was definitevely my last Fitbit device!

Has anybody similar experiences with Fitbit's support?

Moderator edit: Word choice 

Moderator edit: Subject for clarity 

[WendyB]

Are you trying to return it for money back or a replacement?

If a replacement they do not take returns they just replace it so. They might be mis-understanding you

[SunsetRunner]

Hey WendyB,

thanks for your answer!

After starting this topic, I got an answer from support and they offered to replace the device. This is fine for me.

I expected, that I had to return the divice, so that Fitbit could check and repair or replace the device. That is why I asked for a returningnumber and an address. Perhaps, this was misleading. However, I was quite frustrated since I had the impression, that my problem was not taken seriously.

But I think the the problem is settled now.

All the best,

Sam

[RicardoFitbit]

Hello guys! It's a pleasure to provide assistance with this situation. Welcome aboard @SunsetRunner. My apologies for the delay in responding your post. 

Thank you for taking the time to share your thoughts and experience with us regarding the support received by our Customer Support team, my apologies for any inconvenience you went through while you received assistance with them. Please take in consideration that every case is handled seriously as our only intention as Fitbit is to resolve your concern as prompt as possible. That said, I'm happy to know that they provided you with further assistance accordingly to our warranty policies and that a replacement process was initiated.

Don't hesitate to contact me if you have any additional questions and to contact them if you want more information about your replacement order.

@WendyB Your willingness to help is always appreciated, thanks for your post. 

I'll be around.