Unresponsive Ionic - Customer Support experience

[Nell1123]

I have been the proud user of the fitbit ionic for a little over one year.  I never got the device wet, not even in the shower. About 1 week ago while on vacation, I wore the device in a swimming pool and that was it - DEAD!!! So my question is: Why would a device with an operating option for "swimming" die when you use it while swimming? I reached out to customer service and still have not received the answer to my question. Instead I was told there is nothing we can do for you, but offer a 40% discount on the purchase of a new device. Since I am out of "warranty" that means that I am also out of $272.13. 

I am so disappointed with this product that I will never purchase another fitbit again nor will I ever promote their products moving forward.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Nell1123 welcome aboard, I'm glad to respond your post.

I totally understand your situation and how frustrating this matter can be for you. Let me share that Fitbit and our Customer Support team are always striving to improve our customer's Fitbit experience with our products and services. We appreciate all of the input we receive from our customers and users here in the Community Forums because this information help us to evaluate our procedures as a reference. Thank you for the feedback and your patience with this situation, don't hesitate to contact our Support team back if you need more information and details about the resolution that was provided. Also, for a better understanding of their conclusion, please check our warranty policies. 

I'll be here if you need anything else. 

[ImBack]

Sorry for your loss. Swimming had nothing to do with it. Check the forums. Lots of dead 13-15 month old Ionics.

[RicardoFitbit]

Hey @ImBack thanks for your post and welcome aboard. My apologies for the delayed reply.

Please take in consideration that every scenario is different, therefore, we cannot assume that a Fitbit Ionic did not suffer any other circumstance. Thanks for sharing your thoughts with us, don't hesitate to contact me back if you have any additional questions or I can do anything else for you.

I'll be around. 

[Nell1123]

I most certainly resent the implication that I personally did something
"additional" to my fitbit. I owned the product for 17 months and never got
it wet or otherwise. Then it gets wet once and dies! If something is wrong
with a batch of the ionic, then own it!!!

[TyHo]

Every situation is different but a LOT of posts here tell the same story. 

1. Have a device you like.

2. Cross the twelve month barrier

3. Device dies with no clear explanation 

4. Support says they can’t help but offer some discount of 20-40% 

5. Come here and make a post and some moderator responds “welcome aboard” (which cracks me up every time)

Did I miss anything? 

[RicardoFitbit]

Hello again! It's a pleasure to continue assisting you guys. Thanks for your reply and update @Nell1123. A warm welcome to our Community @TyHo, note that we say "welcome aboard" to new Community members.

Sorry for the difficulties that were experienced with the Fitbit products. I appreciate the time spent to share your thoughts with us. I assure you that we take in consideration all the feedback our Community users provide and we're working everyday to improve our products and services..

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. The warranty is 1 year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is 2 years from the date of purchase.

I'll be here. Let me know if you have any additional questions.