button fell out

[ianebc]

Yesterday sitting on a plane - went to check time on my fitbit ionic (bought 12/8/2018) and in excellent condition (no marks, scratches - hardly used) and I felt something hit my wrist and drop onto floor. The left button fell out. Reading previous comments this may be a problem with this device and I read that warranty does not cover it? I purchased this at Myer (Australia) for $400 - cannot tell you how disappointed I am in the quality. Really !!! a $400 sports device that falls apart when you are sitting down.

[JohnnyRow]

I wouldn't put too much trust in reading that warranty does not cover it, though I have no idea about who is authorized dealers in Australia.

Contact Fitbit support.

[N8teGee]

Hi @ianebc

Where you able to reattach the button? I agree that this is definitely not normal, I've had my Ionic for over a year and all buttons have been fine.

I would definitely get in contact with customer support and see what they say. They can discuss any warranty options you may have available to you if it's a hardware failure. 

[ianebc · Accepted solution]

Just had a pleasant experience with online support - Fitbit will replace watch. Just had to supply photo of watch, invoice and short statement of what happened. It is nice to know Fitbit backs the product and does not take the money and run. I find that an unusual practice in today's marketplace. Online "William" was polite and very patient with me - took a little time as I was fairly slow with taking and sending a couple of photos but a good experience. Good customer service - thank you.

[N8teGee]

Good to hear your issue was resolved and thanks for updating us with the outcome.