Update: third one has died.

[LiamP]

My mother bought a fitbit ionic at the beginning of February 2018. By mid-March it started shutting off randomly. Tried a factory reset and it would start setup, get to where it states there is an update, start the update, and shut off. So she called Fitbit, they sent a replacement (refurbished I believe since it came from another company and was only in a baggy and not in a Fitbit case. That worked until recently (May 2018) and now this one is doing the exact same thing as the old one and now she has to send this one back for a replacement. (My mother is a 68 yo retiree who uses her fitbit to track her casual bike ride to the pool where she walks in the pool for exercise, so it is not like she is putting any strain on the fitbit)

She paid close to $300 for this watch (I have an original apple watch I paid around $350 for that is still going strong, but I want a waterproof watch soon) and I feel this seems to be pretty shoddy manufacturing from some of the many posts I am reading on here for a pretty expensive fitness tracker.

I was actually looking at getting a Versa, but from her and other's experiences, I think I will just spend the extra money and get an Apple Watch 3 even though I am not a fan of their fitness tracking.

Has anyone else had this experience where even the replacement Fitbit sent has died as well?

Not a good view of Fitbit's manufacturing quality in my opinion. It reminds me of my Fitbit Force that I had for a total of 3 weeks before they recalled it. But at least I was within the 30 days and could return it to the store.

[SantiR]

@LiamP Welcome to the Fitbit Community! Thanks for sharing the experience your mother has gone through with her Ionic. Also, thanks for the feedback. 

It's unfortunate to hear that she is getting her second replacement unit. It shouldn't be like that. Fitbit just released a new OS version (OS 2.1) that includes Ionic's new firmware (version 32.10.15). I believe the new unit should be able to update itself and once in the latest version, it should work properly. Have you gotten it already? Check this post for more details on the update. 

Also, thanks for your interest in Fitbit Versa. I have seen very good reviews of that tracker and the new OS also brought a new firmware version for that one. Feel free to check the Versa Board.

Keep me posted! 

[LiamP]

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@SantiR wrote:

@LiamP Welcome to the Fitbit Community! Thanks for sharing the experience your mother has gone through with her Ionic. Also, thanks for the feedback. 

It's unfortunate to hear that she is getting her second replacement unit. It shouldn't be like that. Fitbit just released a new OS version (OS 2.1) that includes Ionic's new firmware (version 32.10.15). I believe the new unit should be able to update itself and once in the latest version, it should work properly. Have you gotten it already? Check this post for more details on the update. 

Also, thanks for your interest in Fitbit Versa. I have seen very good reviews of that tracker and the new OS also brought a new firmware version for that one. Feel free to check the Versa Board.

Keep me posted! 

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@SantiR 

I agree that two replacements shouldn’t happen, I can understand one faulty Ionic, things happen,but two in four months is unacceptable.

Whether the third replacement she gets will update remains to be seen.

She has not gotten back yet, but I will keep you posted.

Now onto the versa I was interested in.

I read the Versa forum, but reading some of the posts there does not instill confidence in me to purchase a Versa.

[SantiR]

@LiamP Thanks for your reply! Thanks, please keep me posted with the outcome!

The Versa is a pretty god device. A new firmware version was also released for Versa. What specific features are you interested in? If you have a compatible device it should work fine!

Keep me posted! 

[LiamP]

Just as an update.

My mother still has not heard anything from Fitbit as of Today.

[SantiR]

@LiamP Thanks for you reply and update regarding customer's support case with your mother.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox.

Keep me posted! 

[LiamP]

@SantiR PM Sent. Again today she has not heard anything back from you guys. 

[LiamP]

@SantiR Just to keep you posted after we talked. My mother still has not received any response from Fitbit.

You stated they should have received the Ionic on the 29th, (after being mailed back on the 11th) and that she should hear something. Again, she has not.

As of right now, she has had her Ionic for 4 months and due to the first one and second one having hardware problems and having to send them back, has not had use of a $300 device for a third of that time.

Very poor customer service in my opinion. Can you check to see what the hold up is?

[SantiR]

@LiamP I hope you're doing well! Thanks for getting back to me regarding this case.

I went ahead and sent you a PM with some details about this. Keep an eye on your Community inbox.

Keep me posted! 

[LiamP]

Did receive an email from fitbit support.

They are sending her another replacement hopefully, this third one will last a bit longer.

Now the important question is if this one dies, is there a way she can get a refund?

[SantiR]

@LiamP Thanks for your reply! I'm glad to hear that you received another email and that the replacement in on its way.

It should last longer! I don't think you will experience the same once again. Still, let me know how it goes. Once you receive the new unit please follow these replacement set up steps to not loose any of the previous information on that account.

As per warranty, it states that you have 45 days from the date you originally paired your device to return your Fitbit device for a refund. Check the warranty here. However, you should always get in contact with customer support to check what help can they give to you or look for more options. They are experts!

Hope this helps. Keep me posted! 

[LiamP]

@SantiR Update, the third one has now died as well. Less than a year has gone by and my senior citizen mother already went through 3 ionics. 

The Ionic is doing the same thing the other two did.

[SantiR]

@LiamP I hope you're doing well! Thanks for the update. Wow, that is unfortunate to read! 

In this case, please let customer support know about this. Use the same case number you had when the replaced this and they should provide a better option for you and your mother.

Let me know the outcome! 

[LiamP]

@SantiR Right now the only "better option" would be a refund. 

Obviously, there are build quality issues with the Ionic.

I will get with customer support AGAIN, for the third time in a year.

But I feel my mother is getting strung along until the 1-year warranty runs out and then FitBit will not replace the 4th one that dies.

[SantiR]

@LiamP Thanks for your reply and for those details and feedback. Yes, sorry you have to go through all of that again. 

Is she still under warranty? Where did she bought the Ionic?

Please let me know what customer support provides to you as help!

Keep me posted! 

[LiamP]

@SantiR Yes, this is still under warranty. It is about 6 months old. She bought it in February 2018.

I will post on here, but I am really getting sick of having to contact Fitbit support every two months and wait 3-4 weeks to get a replacement. 

Like I said in the previous post, one bad one I can see, two is unacceptable, and I have no words for how bad it looks when three have died in 6 months.

I would understand if my mother was a professional rock climber and banged it up a lot, but the most extreme thing she does is walk in a swimming pool and ride her bike. Unless you consider crocheting an extreme sport. 

[LiamP]

@SantiR 

Contacted support. They are sending ANOTHER Ionic. So after she sends it back she will be waiting 3-4 weeks for a replacement. 

As you can tell, and I feel rightfully so, that I am not happy with FitBit products or support.

But will keep you updated on when she gets a new ionic replaced.

Forgot to add. The support tech did not read my replies. He kept asking me questions I already answered.

[nancypinx]

I am having the same problem. Ionic display issues, have been on a chat with Fitbit support, asked for a manager, Lunsdale got on the chat, started asking me how (he?) could help, I asked him to please read the chat thread, it's been about an hour that I've been on a chat now. Crickets. This is pathetic.

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@LiamP wrote:

@SantiR 

Contacted support. They are sending ANOTHER Ionic. So after she sends it back she will be waiting 3-4 weeks for a replacement. 

As you can tell, and I feel rightfully so, that I am not happy with FitBit products or support.

But will keep you updated on when she gets a new ionic replaced.

Forgot to add. The support tech did not read my replies. He kept asking me questions I already answered.

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[LiamP]

@nancypinx Has it been less than 45 days since you purchased it? IF so I would take it back to the store. That is my suggestion.

[LiamP]

@SantiR

I did have a question. Are the upper management people in your company aware of the problems people are having with the Ionic or do the problems just stay and get handled at the lower level (Support)? 

I'm not being snarky, I just don't understand with the many problems that seem to be out there, that nothing is being done to fix the problem. 

I had a Force (remember those?) and a few cases of skin irritation happened and Fitbit recalled all of them. The Ionic fail rate seems higher and I don't see any fix in sight except for "contact support and get a replacement that will have the same problem".