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.

[ErickFitbit]

Hey @LiamP, great question! I can assure you that upper management is aware of any issues that come up here in the Community with our products, as I personally make sure that our customer sentiment gets shared out with our product teams, upper management, and the broader Fitbit org.

I do remember the Force and the issues that arose with that product and I can assure you, based on our metrics, that our products post-Force have had much lower rates of build quality issues.

I want to make sure that your mother's support case with us is resolved so I will be sending you a PM to gather more details around her experience and case number to make sure we help get this resolved. I appreciate you being a longtime customer. I look forward to hearing from you via PM.

[LiamP]

PM sent.

Actually to tell you the truth I am not a long time customer. 

I never purchased another fitbit after the Force recall. I was going to get a Versa, but I think that ship has sailed after the problems my mother has had. 

[ErickFitbit]

@LiamP Thanks for the follow-up. I received your PM but need a little more information to confirm her case with us and continue with assistance. Please check your inbox when you have a chance.

[LiamP · Accepted solution]

Well here is another Update.

Fitbit is refunding my mother's money.

I am pleasantly surprised, so I will give kudos to the Fitbit team. 

[ErickFitbit]

Hey @LiamP, I'm happy to hear that my team was able to assist you to resolution. Thanks for taking the time to work with me in order to assist you and your mother get to a resolution. I appreciate your time and patience. 

Let me know if there's anything else I can help with.

[LiamP]

@ErickFitbit @SantiR My mom sent the Ionic back but has heard nothing from you guys in quite a while. I emailed and messaged Erick on here but still haven't heard from anyone. 

Just want to know when my mother should expect her refund.

[ErickFitbit]

Hey @LiamP, sorry for the delay in getting your refund sent. I have personally reached out to the Support agent working your case and they've confirmed that they will be getting in contact with you today to provide a new update and clarification on where you are in the refund process. I apologize for the delay and hope to hear about the resolution to this soon. 

[Michele-AshDaw]

I bought a Versa at the end of October.  I don’t put much strain on it and I don’t get it wet unless I shower with it on. It lasted 6 weeks.  They sent another Versa to me and this on failed again on January 25. They will not refund my $250. I can be given yet another Versa or I can receive a 50% discount toward another Fitbit model....... are you kidding me???

I will NEVER buy a Fitbit again.  They are the most unreliable piece of garbage I have ever owned.  Buy an Apple Watch.