The Ionic - Third Time's A Charm!

[SunsetRunner]

Hey all. Not a moan, just sharing a thought:

So, I've liaised with Fitbit Customer Services once again and have had to request yet another replacement for my Ionic. I've had an assortment of issues, (not only with the Ionic, but with my previous beloved Charge 2HR - but don't want to bore you with the details zzZZZ). 

I just wanted to put it out there that on each occasion the Customer Service side of things have always been amazing and getting a response has never at all been an issue from Fitbit. My only concern is that after 2 faulty Ionics and 2 Charge HR's, surely the company just can't keep addressing the issues by replacements? Hopefully, they learn from what their customers have had issues with. 

Anyway, getting to the point here; without my Fitbit I'd probably be quite lost and it would be a **ahem** shame to consider moving away from the brand. I love the app, the online forum, the hardware (when it works) and the motivation it all gives me to make a positive difference in my life. Please, for the love of God, let this 3rd tracker work as it should! haha! 

*Fingers Crossed*

[GySgt_Seidell]

Hello @SunsetRunner!  Glad your new Ionic has arrived and is where it should be, on your wrist performing admirably!  As a fellow Ionic owner, I know how important it is to have and use the Ionic.  Please post back if you ever have any issues and thanks for the great post and shout out to the Customer Service Team!

Keep on STEPPING!

[bbarrera]

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@SunsetRunner wrote:

My only concern is that after 2 faulty Ionics and 2 Charge HR's, surely the company just can't keep addressing the issues by replacements? Hopefully, they learn from what their customers have had issues with. 

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I'm not sure they have, despite statements to the contrary on the quarterly investor call after Ionic launched.

[dawnmechelle]

From your text to their ears - let's hope.

I want these products to work, but I'm on my second Ionic and my 5th (or is it 6??) Fitbit.

Two were destroyed by owner (shower, washing machine - bad). After the bands fell apart on two different Charges, I waited for the Ionic. The issue with the band seems fixed (happy dance), the issue with the actual tracker is still a bit iffy. I purchased the Ionic last September, 10 months later - boom - down it goes (no washing machine mishaps, and it's waterproof =). Come on Fitbit - make it work! 

[SunsetRunner]

Absolutely @GySgt_Seidell - always prepared to compliment where appropriate, plenty of negatives on this forum (and with some of the issues that I and others have had with their respective products, so there should be!) and it's nice to compare notes with the Fitbit family.

New/second replacement Ionic on it's way, so will post again once it arrives and I've had a chance to give it a rigorous testing. Thanks for your response, love that. 

[SunsetRunner]

Yeah @dawnmechelle - I've also had strap issues with both products that I've had, so I've bought myself a third party strap now and it's doing the job well. Though I've not had water related issues with mine, I have seen on these forums that lots of people have. 

That being said, I've had an abundance of other issues (Charging/GPS/Auto Dimming sensor malfunctions etc.) and I'm looking forward to the day that I don't need to request the brilliant service of Fitbit's C/Service team to get things right - as they should be after paying £300.00!

[TomoUK]

Hi Guys 

After four replacements for Fitbit surges’ I decided to opt for the Fitbit Ionic. Three months in it won’t charge! 

Yes the the customer service is great, no hassle replacements but still... 

so so why I am on here - I can’t find the customer service helpline online chat or number - have they taken it off or is it late and I’m just being silly and blind.  

The customer service link takes me to the forums.  I willl be very upset if they remove the ability to easily replace items without first sorting the product quality.

anyway if someone could post a link to the right page that would be grand.

many thanks 

P

[soccersnaps]

love my ionic and my charge 2, my experience of customer service is appalling, tried to make a warranty claim for my charge2, they buried their heads in the sand and claimed it was just an app malfunction.....it was the watch. I just hope my ionic keeps going as i love it

[GySgt_Seidell]

Hello @TomoUK. Here is the customer service number (877) 623-4997. Of course this is via the USA.  Here is a link for live Chat as well - https://help.fitbit.com/?cu=1

Hope this helps!

[TomoUK]

Thanks for the link - Sorry - realised I was looking at the page you directed me to but the live chat link does not appear until after 9am and before 8pm.  Anyway replacement on its way.  Customer service team hit another home run - well done guys.  Product quality needs to be resolved though.

P 

[SunsetRunner]

Agreed @TomoUK - fantastic support, BUT, would be nice to get a working product in the first place. As an update on my situation, my 3rd replacement arrived damaged (chipped and scratched - which I accept is probably not Fitbit's fault) so have returned and await a response. #FourthTimeLucky

On a positive though, I really don't think I could live without my Fitbit these days. 

[Glenmcd]

Guys (and Gals), when I complain on a forum about something that I've bought and that has disappointed, I do so because I don't want to see others make a purchase decision and end up as I have.  And so, I'm very thankful for all of you that have shared your experiences with Ionic, which thankfully was before I purchased one.  I would never have considered buying any fitness tracker other than Fitbit, if it were not for the major change in Fitbit from around the time the Charge 2 came out (going by what I have read on the forums so far).

Thank you to ALL the posters here!! 🙂

[MarreFitbit]

Hello everyone! I'm so glad to hear how much you love your Fitbit Ionic trackers.  Also, I'm glad to hear you've received such a nice and great Customer Service. Yay! 

I'd like to give thanks for the feedback you've provided towards our product. Rest assured that our engineers and product development team use this information to further improve our products and services. 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. 

Please don't hesitate to let me know if there's anything I may assist you guys with your Fitbit Ionic. You can definitely ping me out, I'm always around and willing to help! 

[SteveCoatney]

Hey all, I suffered for months with virtually no sync from my Ionic, after good results from prior Fitbits.

Please please please do yourself a huge favor.  Demand (politely, but firmly) a new Ionic.  My new Ionic, received after I did that, is working like a charm. It took me months to make the demand, but I did, and they did replace it.

Just do it.  Now, or as soon as possible. They do work, when you get a working one.

That's all I've got for you, for now.

Moderator Edit: Format/Word Choice

[SantiR]

@SteveCoatney I hope you're doing well! Thanks for taking the time to post your experience on this thread. I'm glad to read that customer support was able to get to the root cause of the situation you were experiencing and that they were able to send you a new unit and that you are back on track now. 

I'm sure your experience will be helpful for other users as well. Thanks again for posting!

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

See you around! 

[Rosiew]

I have had Fitbit for three years now. I upgraded to ionic in June. I run so wanted built in GPS. I absolutely love it. Like you would be lost with out it. A few weeks ago it would not sync and kept loosing time. Customer service were brilliant. After a week it was replaced. Everything works perfectly again and I am back in love with my ionic. 

[SantiR]

@Rosiew I hope you're doing well! Thanks for taking the time to share such a great experience on this thread. I'm really glad to read that customer support was of great help for you. I'm sure this experience will help other users too.

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

See you around! 

[StephieTab]

I’m actually quite relieved to read that other people are having similar issues to me, selfish I know but I was beginning to think I was a bit jinxed!!

I purchased my Ionic in Feb 18, previously had the Charge HR and Blaze but really liked to built in GPS function.

Went swimming during a holiday in Vegas and within 15 minutes my first Ionoc had died....contacted Fitbit supper via email, have to say they were very helpful but I did have a few hoops to jump thought like videoing myself trying restart it while plugged in!! 

Anyway, having proven that it would switch on let alone charge I was asked to return or to their Warehouse using a prepaid returns label, once received they would send me a replacement...it took around 3 weeks in total so new Ionic being used from June 18.

Same thing happened again while swimming in September 18, contacted Fitbit, jumped through all the same hoops....returned or to the warehouse, 3 weeks late I receive my 3rd Ionic, off I go again!!

November 18, the battery starts draining in less than 14 hours....contac Fitbit, the ask me to charge is fully then sync it throughout the day so they can see activity and battery usage .... 3 days after raising the issue via email I am advised that my 4th replacement is on its way and the great part is I don’t have to return the broken one first this time as they can track the fact the battery is an issue!!!

I continued to use the current Ionic and simply charged it twice a day. On Sunday I went swimming in it and now the screen won’t scroll, I can’t start an exercise and the face only comes up intermittently!! 

Luckily my replacement has arrived today so I will be swapping them over.

Not convinced wearing it for any sort of swimming is advisable given the issues I have had, it would appear it isn’t sufficiently waterproof so be wary!!

Really hoping the replacement lasts longer than 3/4 months as a love everything about the simplicity off Fitbit, the app is so user friendly and I have to admit the customer service has always been excellent (even if your processes are laborious!)  I really don’t want or be forced into going down the iwatch route but fear I may have too 😞

[SantiR]

@StephieTab Welcome to the Fitbit family! Thanks for taking the time to share the experience you have had with your Ionic watches. Thanks for contacting support regarding this situation and for your patience on the multiple replacement processes you have gone through so far. I'm glad they have been excellent to you.

I'm glad you have received your replacement unit so far. I hope that one will work properly. Please do keep me posted if you experience any difficulties with it. 

Keep me posted! 

[Kezzeray]

I've had my Ionic for a week... Already dying and causing me all sorts of grief. Love the watch, feel like stepping on it at the moment ...

But as you said, the saving grace is the great customer care I'm receiving via FB messenger from them. Just hope I can have my woes sorted soon as I too don't want to have to jump ship!