Unresponsive Ionic device - My experience with Customer Support.

[kumar.prateek08]

Hey Guys, 

Its just been over a year that I got my Fitbit ionic and it just went dead on my wrist yesterday. It had an almost full charge and was synced with my app just before. I tried all the known methods and the best the customer support could do was to discount should I purchase a new Fitbit. Fitbit are you kidding me. I can almost purchase at the same price as the summer splash sale going on right now and I cannot combine the offer with any other offer. It is only now that I saw that so many people have had similar issues with the ionic where it just died on them. Until now my whole family has been Fitbit loyal since they became a name. Is it worth to buy another ionic? Unless you all can convince me I have a good mind to just dump Fitbit once and for all and move on to some other brand. For me, I guess money is not that a problem, but I want a premium device that lasts a long time. I am not an iPhone user so I don't know if I should buy an apple watch. Any suggestions? Thanks in advance. Much appreciated. 

Regards,

A pissed customer!

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hey @kumar.prateek08 welcome to the Community Forums, your post is appreciated.

Thanks for taking the time to share your thoughts and the experience you had with our Ionic device and Customer Support team. Let me share with you that Fitbit is always striving to improve the experience with our products and services, therefore, the feedback that was submitted in your post is appreciated. Don't hesitate to contact me back if you need anything from my end.

I'll be around. 

[monionic]

My ionic died as well. I thought about the applewatch but the battery life is a deal breaker. I also don't really want a 'smart watch' but more of an activity tracker. I just switched to Garmin instinct and I absolutely love it. For the same price it fits all my needs and works much better. No more GPS issues, no more notification problems, and the battery life is amazing.

[Jab333]

My Ionic did the exact same thing and of course it was just past the one year warranty. It appears this is a common issue with these, however Fitbit does not seem to address it. Yes, it makes me want to run out and buy another right now !....NOT 

[RicardoFitbit]

Hello guys! It's a pleasure to continue providing assistance, sorry for the delay in responding. Welcome aboard @Jab333 and it's nice to see you again participating @monionic, welcome back.

@monionic Thanks for taking the time to share your thoughts and personal experience with your Fitbit Ionic, my apologies for the inconvenience you went through with this situation. Please note that we're always striving to improve our products and services, the feedback that was provided in your post is appreciated. Please refer yo our warranty polices for a better understanding of our Customer Support team outcome. Same for you @Jab333, do not hesitate to contact me back if both of you have any additional questions.

See you around.

[avejesus]

You were lucky, they offered you a discount. Same thing happened to me (Ionic died) and no discounts. All they said was "Thank you for your understanding"

[RicardoFitbit]

Hi @avejesus it's nice to see you again participating here in the Community Forums, welcome back. My apologies for the delay in responding your post.

Please take in consideration that our Customer Support team refers to our warranty policies when it comes to a replacement procedure or offering any discount code towards the purchase of another device. For a better understanding of the outcome of your case, I recommend you to check our warranty policies here and contact them back if you have any additional questions regarding the information that was given by them.

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

[Bigdaddyadd]

I have just laid to rest my second Ionic. Neither of which lasted 12months both were screen issues, either becoming unresponsive or the latest covered in black lines. In neither case were they able to offer any technical support, just invited me to replace it. These are not cheap units and there should be aftermarket support. I am tempted to run a cross platform poll to see who has had what issues. I wouldn't be surprised if there are grounds to force a total product recall. 

In the mean time I think it is time switch to a manufacturer who cares about their product and customer base.

Any recommendations folks?

[Jab333]

I believe we all understand the warranty policy and that your Customer Service team is just doing their job.  My issue is not with the Customer Service team, but with the fact that the Ionics quit working "just past" the warranty.  From what I am reading, my Ionic included, quit working within a few months of the warranty.  With the high cost of these Ionics, shouldn't these last more than a year ?  When I called the Customer Service number, honestly I was hoping just to have it repaired.  I would have been willing to pay for shipping / handling, etc.  Just fix it...no, I don't want to buy a new one if it's only going to last a year.  Obviously there needs to be a change in the manufacturing / production of these Ionics, but in the meantime, maybe there is a repair option to offer to everyone involved with this issue.