Refund fitbit ionic

Becksl83

Hi im just wondering is anyone having problems with there refund and receiving the discount code for a new device? 
 Phone calls, chat logs, emails and I'm still no further on! I've give them photos of the device, I'm getting told different stories off each member of the customer service. get told ill be receiving a email in the nxt 72hrs and guess what I'm still waiting 2wks later, I started the process from the day I recieved the email about the recall which was 4th March and it's getting me so frustrated now. Its making me second guess whether to continue using fitbit ive lost all faith in them now

PhilH47

Hi Becks,
Having exactly the same problem, 12 phone calls to either the recall line or Fitbit customer services.  My refund was originally processed on the 31 March and was told to expect an email from Paypal saying that the refund was available to collect.  I never received an email from Paypal, was then advised to ring Paypal and check if they had sent the email and or returned the refund as it could not be processed due to not being able to receive foreign currency transactions.  Paypal were great, told me my account was setup properly and also that they had not received the refund from Fitbit or sent an email that I might have missed.  I made a formal complain to Fitbit (support@Fitbit.com) but received an automated email saying that Fitbit do not check or respond to this email.  Incensed I rang customer services who told me they had received the complaint and even quoted from it.  I have now been waiting almost 10 weeks since I deactivated the Ionic and requested a refund, which I am told I am eligible for.  I rang again today to be told that there had been an update to my case and the refund was in process from the 11 May.  The advocate (as Fitbit call them, not sure our experience would suggest that this term is appropriate, perfect example of an oxymoron) explained that I should keep checking my email for the Paypal email.  He openly laughed when I asked if I should hold my breath, he then genuinely said do not do that.

The whole situation has been a shambles, I've been promised return phone calls, emails, not received either, I've made a formal complaint, again falling on deaf ears.  The option of contacting Resolver is available, however the site says that if nothing happens within 56 days then it is escalated to James Parks, CEO Fitbit, so potentially another 8 weeks.

I did replace the Ionic with the Versa 3 using the discount code and it is as good as the Ionic, it is just Fitbits customer support that is a shambles.  

For information the Ionic recall line in the UK is being run by a third party working on behalf of Fitbit so they don't have any ability to resolve issues just the possibility of escalating to a "specialist team", whoever these are.  Maybe mythical creatures who float around the ether solving problems, however not ours.  I will update the thread if the refund materialises as promised earlier.

stellata

I have the same problem, but haven't been offered a discount yet, how do I get that?