

o Thanks for contacting Fitbit. Choose from the options below to get started.

o ...

o Fitbit Ionic

o OK, I'll connect you with an advocate who can help you with
Fitbit Ionic

o We're starting your chat session now.

o Thanks for being a Fitbit customer! Someone will be with you shortly.

o We're finding the best advocate to help you.

o One moment please...

o Maira will be with you shortly. Thanks for being a Fitbit customer!

o Thanks for waiting. Please provide as many details as you can so we can get you back on
track.

o Hi! I am Mai from Fitbit customer support. Please let me know how can I help you
today!

o Good Day Mam.. please help me, i dont get email account verification after i finish
registration step 2. And my ionic still connect to my phone. ist already more than
24hours and my ionic still connect plus i dont get emmail account verification from
fitbit. could you inform me about this?

o my Reference: 2022042404990156

o I appreciate those details, I will be more than happy to hep you with your Fitbit recall
process.

o Just to confirm, are you doing the process on a laptop/ computer or mobile phone?

o i am doing in my laptop mam..

o i look after in my spam folder and nothing there. until now my ionic still connect to my
mobile phone


o I appreciate those details.

o Please allow me a moment to check into this.

o please inform me the registration is complete or i must registration from beginning

again coz i dont get verification email and ionic still connect

o Yes mam.. i wait for this. Thank you for your assistance

o You're very welcome! Please let's try to go to this link and let me know if the verification
process appears like complete http://fitbitionic.expertinquiry.com/

o oke.. please wait

o Thank you so much.

o Please let me know how things are coming along.

o i already complete that form mam.. and i get email that said "step 1 complete" after
that i finish verify account and finish it. but until now i dont get email account
verification from fitbit and my ionic still connect

o Sorry for my bad english.. I am from Indonesia

o I appreciate those details. Allow me to explain.

o No worries!

o I was carefully checking on my tools, and I see that your reference number is processed.
At the moment, the device has not been disable, that is why you haven't receive the
confirmation email this may take within 1 to 3 business days, nevertheless, you already
receive the discounts for the refund, which means that your process is going well.

o To generate the discount code as part of the Ionic recall, please visit
myhelp.fitbit.com/s/devicediscount

o For more information about the status of your refund, visit

fitbitionic.expertinquiry.com/contact-us to find out how to contact us in your region.


 o usually the confirmation email take time 1 - 2 hours.. but in my case is more than 24
hours. and its normal oke right Mam? i Just wait until 3 days.

o Since we are receiving a huge amount of interactions the system is taking more time
that the estimated to process all the requests.

o In this case, to help you speed up the process, may I know if you have any receipt with
the serial number of the device or the original box of the first purchase of the device?

o in my country (Indonesia) no get discount for new device Mam.. so i think i just have
refund money only. am i right?

o That is correct.

o unfortunately there is no box again Mam because already gone years ago. only watch
and charger. Sorry Mam.

o Any other method to speed up Mam?

o I appreciate those details.

o To continue with the process, please send a picture of your device with the registration
or reference number hand written on a piece of paper next to the device. The
registration or reference number is the 16 digits code that you received once you
started the Recall refund process.

o This is email for step 1 and after that I finish verify Man

o I appreciate those details

o Oke Mam.. please wait i will take picture of the device


 o No worries, take your time!

o Oke Mam.. thank you for your assistance. please wait 1-2 minutes

o You're very welcome!

o no worries, take your time!

o Thats the picture.. hopefully clear.

o Perfect! thank you so much.

o Yes Mam.. your welcome. Please inform me after that what i should do?

o In order to provide you with the best and faster solution, I'm going to escalate your case
to our higher department in charge. They have all the resources and tools to help you.

o Our team should contact you within the next 24 to 48 hours via email to the email
address attached to your Fitbit account.

o Please note you will receive a message after your device be disabled directing you to go
through the normal registration process.

o If after this time frame you don't receive any email from us regarding your process, or
you have any other question you can contact us back with this case number 45143570
so you won't start all over.

o I want to be as helpful as possible, Could you let me know if perhaps you have any
additional questions?

o Thats oke Mam.. i will wait for 24-48 hours to get email from fitbit.

o That is correct.


o Thank you for your assistance and time

o its very helpfull

o Thank you again and no question again from me

o You're very welcome!

o I want to be as helpful as possible, Could you let me know if perhaps you have any
additional questions?

o no additional question from me

o It was a pleasure assisting you today!

o By the way, after our chat, In a few hours or once the chat ends, you may receive a
survey via email or in the chat to let us know how satisfied you were with my support.

o I appreciate if you could take a moment to fill it out and provide us feedback.

o Feel free to end the chat whenever you're ready by clicking on the option in the chat
window. Please stay safe and have an amazing rest of the day! Thank you for contacting
Fitbit!

o Yes Mam.. thank you very much

o have a good day

 Leonil will be with you shortly. Thanks for being a Fitbit customer!
 One moment please...
 Thanks for contacting Fitbit. Choose from the options below to get started.
 ...
 OK, I'll connect you with an advocate who can help you with
 ...
 Thanks for waiting. Please provide as many details as you can so we can get you back on track.
 10:41 pm
 Leonil De Guzman
 I just received your chat and we're connected, how may I help you today?
 10:41 pm
 Hallo.. Ms. Leonil.. Please assist me about ionic registration refund
 first of all.. apologize for my bad english coz im from indonesia
 10:42 pm
 Leonil De Guzman
 I'll be glad to help you on registering for Ionic recall process.
 No worries to that. I really appreciate your efforts.
 We understand your concern about the Ionic recall.

 10:44 pm
 I already registration fitbit ionic step 1 and continue step 2 verify account but until now 5 days
has pass and ionic still connect to app also i dont get email verification form fitbit
 this is my reference number 2022042404990156
 10:45 pm
 Leonil De Guzman
 I see. Thanks for that information.
 10:45 pm
 Do you know whats the problem?
 10:45 pm
 Leonil De Guzman
 We will going to check that.
 10:46 pm
 Fitbit Ionic
 OK, I'll connect you with an advocate who can help you with
 ... / Fitbit Ionic
 Thanks for being a Fitbit customer! Someone will be with you shortly.
 Leonil will be with you shortly. Thanks for being a Fitbit customer!
 and also this is chat inquiry number Chat Inquiry - #45143570
 this is chat inquity from support 3 days ago but until now no reply again from support and
device still connect to app
 10:48 pm
 Leonil De Guzman
 Alright. Please bear with me as I check the previous case to see what happened.
 10:48 pm
 Oke i wait.. thank you for your assistance Ms Leonil
 10:48 pm
 Leonil De Guzman
 Thanks for waiting.
 When you try to register the reference number you have, what is the error message you are
receiving?
 10:51 pm
 at that time I already finish enter reference number and finish verify account.. No error
 and now if i enter again reference number it say reference number already used
 10:54 pm
 Leonil De Guzman
 I see. It seems that you had many Ionic devices paired to your account. Since we're not sure
which Fitbit Ionic would you like to register, I will escalate the case to the higher team
department and they will contact you via email once they have a resolution about it.
 10:55 pm
 But the problem after 5 days the device still connect and I dont get email verification from fitbit
 10:55 pm
 Leonil De Guzman
 Yes, because our system checked your account and it shows that you had paired Ionic devices
before.
 That's why it is having that issue. However, I will make a note for that concern and make sure to
prioritize it.
 May I know the best email adadress to contact you?
 10:57 pm
 Yes today I delete ionic device that pair for registration 5 days ago and try to pair again just to
check if still connect or not.. but it work still connect and pair again
 10:58 pm
 Leonil De Guzman
 I see. Do you have the box or receipt that shows the serial number on your Ionic?
 10:58 pm
 there is no box already gone years ago.. only device and charger. Is that a problem? 3 days ago
on chat I already send picture of my ionic with reference number written on paper
 My email : email.sampingan001@gmail.com
 11:00 pm
 Leonil De Guzman
 Yes, I can see that on our system but for checking the correct Ionic you have, we have to have
the receipt or the box where it shows the serial number.
 But since we don't have that information, we will escalate it to the higher team department and
they will contact you via email once they have a resolution about it.
 Thanks for the email address. Please keep an eye on your email regarding your concern.
 11:02 pm
 before this case I already register my family ionic for refund and in that same day the device is
disconnect form app cannot used again and also I have email verification from fitbit that say I
finish registration just wait for refund process. But now for this case device still connect to app
after 5 days still work perfectly
 11:04 pm
 Leonil De Guzman
 Yes, that's the one I'm seeing right now based on the chat conversations you had before.
 But the department I'm going to escalate the case is the one that have the specific tool to check
your options for this case.
 11:07 pm
 can you inform me the status of my reference number 2022042404990156? is that stuck in step
2 verify account or anything else?
 reference number 2022042404990156 is the one that has a probelm no disconnect after 5 days
verify account
 11:08 pm
 Leonil De Guzman
 Yes, based on our system, it was recalled and already registered.
 However, you didn't receive any email regarding that, correct?
 11:11 pm
 so based on your system I eligible form refund process and just wait for it, is that right? i worried
about my registratition is fail. sorry.
 11:13 pm
 Leonil De Guzman
 Yes it is registered and the device is already disabled.
 11:14 pm
 yes until now I didnot received email verification from fitbit and ionic device still connect work
perfectly. as i mention before today i delete unpair and pair again still working connect.
 11:15 pm
 Leonil De Guzman
 I see. That's why we have to verify what Fitbit Ionic you paired.
 For that, we have to forward it to the higher team department that will check it.
 11:16 pm
 Is that any possibilities my registration is fail for refund process? i worried it is fail and i dont
receive refund. sorry
 11:18 pm
 Leonil De Guzman
 It is possible. But we have to check on that.
 11:18 pm
 Yes that i worried about..so therefore every day i chat just to verify this problem. only just to
know whats the problem or still oke.
 11:20 pm
 Leonil De Guzman
 You can still try to chat us everyday, however, we have a high volume of cases especially on the
recall concern. That's why we escalate the case to the higher team department to check your
concern.
 Please keep an eye on your email for the updates on your concern.
 It's nice chatting with you today and I appreciate your time for this.
 By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide
would be most appreciated, and will help us refine our Support processes.
 In the meantime, is there anything else that I can assist you with?
 11:23 pm
 yes fitbit support already email me about this concern 3 days ago say it will escalate to higher
department but until now there is no email again from fitbit support
 11:24 pm
 Leonil De Guzman
 That's why I will make a note on those previous cases, so that they can get alerts from it and
since they are the one that have information and tools to review it. We have limited tools for
the different concerns on the Fitbit.
  11:25 pm
 I wait everyday check for email or contact from fitbit support
 11:25 pm
 Leonil De Guzman
 And I really appreciate your patience towards this issue. I really hope they can get back to you as
soon as possible.
 11:26 pm
 Ok Ms Leonil.. based on our conversation I will wait again for email or contact from fitbit
support regarding this concern. Thank you for your assistance.
 is there any new number case for escalation to higer department? or still same this number
#45143570?
 11:27 pm
 Leonil De Guzman
 Yes, it will be still the same since I will update it and note that you have contacted asking for the
updates on your concern.
 11:28 pm
 Ok thank you Ms Leonil for your help
 you are very helpfull
 I think no question again for today.. thank you again Ms Leonil.
 11:29 pm
 Leonil De Guzman
 You're welcome and I really appreciate your time and patience for this. I know that it's really not
the good idea to wait for the resolution on this issue, but I hope we can exhaust all the
information to provide you a resolution.
 With that being said, thanks for contacting Fitbit. Have a good day ahead. Please take care and
stay safe.
 To end this chat, please go ahead and click "End Chat".
 11:29 pm
 Have a nice day Ms Leonil.. Hope you still healty and happy.
 11:30 pm
 Leonil De Guzman
 You too Andy! Bye for now.
 11:31 pm
 Good bye for now

Thanks for contacting Fitbit. Choose from the options below to get started.

...

OK, I'll connect you with an advocate who can help you with

...

Fitbit Ionic

OK, I'll connect you with an advocate who can help you with
... / Fitbit Ionic

Thanks for being a Fitbit customer! Someone will be with you shortly.

We're finding the best advocate to help you.

One moment please...

Gracyl will be with you shortly. Thanks for being a Fitbit customer!

Thanks for waiting. Please provide as many details as you can so we can get you back on track.

06:01 am

Gracyl Roldan

How can I help you today?

06:01 am

Hallo.. please help me of my registration ionic refund

06:02 am

Gracyl Roldan

I'll be happy to assist you with the Ionic refund/registration.

To get started, please verify your current country of residence.

06:03 am

Sorry for my bad english.. I am from indonesia. English is not main language here

06:03 am

Gracyl Roldan

That's fine. I can understand you very well.

Did you get an error when registering for this recall?

06:04 am

Yes I got the problem..

please inform me of the status Reference: 2022042704999234? This is my reference number of

registration process

06:05 am

Gracyl Roldan

Thanks for the details.

Checking it now, one moment.

Thanks for waiting.

I can see that you registered on 4/27/2022.

After you complete the registration process, you’ll get your refund in 3-6 weeks. If you're required to
return your Ionic to us, you'll receive your refund 3-6 weeks after we receive it.

06:08 am

Is there in the system I still in step 1 or already finish step 2 verify account? I will be glad if you can
inform me

06:09 am

Gracyl Roldan

It seems complete on my end.

During your registration, did you get to the part that ask you for the card details or refund method
option?

06:12 am

Yes I choose paypal refund

06:12 am

Gracyl Roldan

That's great.

Those are the last step. After you submitted that, you won't get an email right away.

You'll receive another email once the refund is processed.

You'll get your refund 3-6 weeks after the registration. You can also contact our Recall team directly to
check the status of your refund.

You can contact our Recall team at https://www.fitbitionic.expertinquiry.com/contact-us and find out
how to contact us in your region.

06:14 am

as far as i know after I finish verify account, i will get email verification from fitbit that say verification is
complete and I wait for refund process, is that right?

06:15 am

Gracyl Roldan

Other users doesn't receive that email but please check your inbox, spam and other folders from time to
time for the updates.

06:16 am
i already check spam email and nothing there

06:17 am

Gracyl Roldan

Thanks for doing that.

06:17 am

and also until now 4 days has passed the device still connect to app working perfectly.. is it the problem
too? because as far as I know the device is unpair after registration is complete

But until now the device still pair and sycn working perfectly

Sorry for take your time too long for assist me.. hope you have little bit time again

06:20 am

Gracyl Roldan

That's totally fine and sorry for the trouble it caused you too.

Yes, we'll disable the device. My tools are limited, I can see your registration here, the device you
registered but the best I can suggest is to contact our Recall team directly.

They can further check this on their end.

06:21 am

Sorry I cant afford do international call because it is very expensive here and i cant pay fot it. therefor I
contact live chat to assist me. sorry for that

06:23 am

Gracyl Roldan

I understand that and sorry for this as well.

06:24 am

So your advice from here I just wait for unpair device and wait for refund right?

06:24 am

Gracyl Roldan

Yes but I'll coordinate this with our higher team and see if they can check it further.

06:25 am

Donyou need serial number to escalate this to higher team? I still have the box of ionic

06:25 am

Gracyl Roldan
No need. I saw the serial number on your registration.

I appreciate that though.

06:26 am

if it will help to faster the process of resolve the problem

06:26 am

Gracyl Roldan

Thank you and yes, you can also send that then so we can also check if that matches our records.

06:26 am

Okee.. the serial number is the number under the barcode right?

06:27 am

Gracyl Roldan

Yes.

The alpha-numeric code.

06:28 am

1BO1C5B7E8AA

is it right? the serial number is match?

06:28 am

Gracyl Roldan

Yes.

Thank you.

Save this case number 45167612 as your reference for this chat.

By the way, after our chat you will receive a brief survey. Any feedback you’d like to provide would be
most appreciated, and will help us refine our Support processes.

Aside from this, would there be anything else for today?

06:29 am

Okey.. can you advice me what I must to do from here?

06:30 am

Gracyl Roldan
I'll have this reviewed by our higher team and once I have the details, I'll forward it to your email as soon
as possible.

06:31 am

Okey.. so form here I just wait for contact from fitbit for this problem right?

Okey.. so from here I just wait for contact from fitbit for this problem right?

06:33 am

Gracyl Roldan

Yes, I'll be the one to send you the update via email.

06:33 am

Oke thank you

06:33 am

Gracyl Roldan

Thanks for your understanding too.

06:33 am

one last quick question please

06:34 am

Gracyl Roldan

Sure.

06:34 am

is there the count of wait refund process is from the date i finish verify account or from the date of
unpair and verification date from fitbit?

06:34 am

Gracyl Roldan

After you completed the registration, you'll get your refund within 3-6 weeks.

You can also check this link for more details: https://help.fitbit.com/en_US/ionic.htm

06:35 am

oke the conclusion is count date for refund is start from april 27 2022 right?

06:36 am

Gracyl Roldan
Yes.

06:36 am

i worried if the device is unpair and i dont receive email verification so I fail for refund process

is there any posiblity for that?

i worried if the device is not yet unpair and i dont receive email verification so I fail for refund process

s there any posiblity for that?

06:38 am

Gracyl Roldan

I got your point but I'll double check this with our higher team if they have the option to check if the
registration fails or it was fully submitted.

Then, I'll let you know or forward it to your email.

06:39 am

Understood Gracyl.. I will wait for your further email for this

Thank you for your assistance with me..

06:40 am

Gracyl Roldan

I truly appreciate that.

You're more than welcome.

06:40 am

You are very helpfull

06:40 am

Gracyl Roldan

Glad to be of help.

06:40 am

Hope you stay healty and always happy

Thank you.. no more question for today.

06:41 am

Gracyl Roldan

Thanks a lot and stay healthy and happy too.

Thanks for contacting Fitbit. Should you need more information, please check our help site at
help.fitbit.com.

Have a good day!

To end this chat, please go ahead and click “End Chat”.

06:42 am

again.. thank you very much. have a good day too

bye for now Gracyl.

06:42 am

Gracyl Roldan

Thanks and bye for now.

06:42 am

Wait for your contact very soon..