A line has appeared in the left side of my screen

[Guillermus84]

Hello everybody,

I ahve my Ionic since a couple of weeks. Looke like a line has appeared in the left side of my screen, see the picture.

Should I contact the vendor to get a replacement?

Moderator edit: subject updated for clarity 

[Guillermus84]

[WendyB]

Contact the people you bought it from and see if they will exchange it

[Guillermus84]

Thanks Wendy,

I wrote them already and I am awaiting the response. If they don't I will have to return it and buy a new one.

I wonder if this issue is normal?

[NellyG]

No it doesnt happen often. I have only heard ofnit 3 or 4 times previously. Hopefully you can get your replaced easily.

[DavideFitbit]

Hello @Guillermus84, it's great to see you participating in the Community forums. 

I'm sorry to see what happened with the line that appeared in your screen, as it was mentioned, it's not a very common thing. Thank you also for sharing the details and photo.

Do let us know if you receive a reply from the vendor, otherwise, I can certainly send your information to the Customer Support team for further assistance with this. 

Keep us posted on the outcome. 

[yakko51]

What if the face came as a replacement from Fitbit? My Ionic bricked from an earlier firmware update and support had me turn in my original Ionic for replacement. Now this replacement is starting to show dead pixel lines on the left side similar to the original post.

[DavideFitbit]

Hello @yakko51, it's good to see you participating in the forums for the fist time. 

Thank you for your inquiry about the dead pixel lines on the left side of your screen. If you haven't done so already, please try to perform a restart on your Ionic and let me know if you continue to see this on the display. 

Please keep me posted. 

[yakko51]

Thank you for the response. I tried a reboot and a shutdown/restart. Both actions didn’t remove the dead pixels.

[DavideFitbit]

Thank you for your reply @yakko51, I've gone ahead and sent your information to the Customer Support team for further assistance with this, you should be getting a reply soon. Please keep an eye on your inbox. 

Keep us posted on the outcome. 

[kookykrazee]

I am having the same problem as others have noted, a line in the middle of my screen.  Please forward my information to CS for warranty replacement.  Thanks!

[DavideFitbit]

Hello @kookykrazee, thank you for the details, I'm sorry to see that you've been experiencing the same difficulty. 

Could you please confirm if you've also tried the restart procedure to try to resolve this problem? Where you able to see anything on the display? Is the line still present across the screen? 

Please keep me posted. 

[kookykrazee]

Over the last 48 hours, the screen has gotten worse, CS has been no help, only offering to let me ship my device in and wait for a response, which is not cool.  My best guess is 30-40 column pixel lines are out, some wider than others, many overlapping.  Resetting has not affect.

[DavideFitbit]

Hello @kookykrazee, thank you for your reply. 

I understand this can be frustrating, but I do recommend that you follow the steps provided by Customer Support if you continue to experience the same difficulties. My understanding is that if they ask you to return the device to a warehouse is because they have informed you that a replacement will be sent, but I would suggest that you ask them to confirm and continue the assistance process with them to find a solution. 

Keep us posted. 

[kookykrazee]

No, nothing sent and the replies are about 36-48 hours between, after initially being maybe once per day.  They have said there are no options other than the email that has no options in it.  I have been going back and forth with them for nearly 10 days.  I just want my Ionic to work the way it should.  Nothing more, nothing less.

[DavideFitbit]

Thank you for the update @kookykrazee, if they sent you an e-mail with no information or options in it, I do recommend that you inform them as soon as possible, as you mentioned, it can take around 24 to 48 hours to receive a reply from Customer Support. 

[kookykrazee]

The ONLY option, at least so far, is to mail in my device, which is not acceptable, as I need my Fitbit.  I wish I could say I am surprised, but they have actually even said that they will not follow-up until I accept i could get a used replacement.  Again, if they would even process the swap, that would be one thing, but nearly 2 weeks on and nothing has happened.  I have to say the CS Support, used to be much better, and I have been a customer of FitBit, since nearly the inception.  Sadly, it may be time to move on and find a different company.

[DavideFitbit]

Thank you for your reply @kookykrazee, I'm sorry to see the experience with the Customer Support team has been negative or that you're not able to continue with the return/replacement process at the moment, but thank you for all the feedback provided regarding products and services, this is always helpful to continue improving the quality. 

[kookykrazee]

You must not have read right, I am not delaying the process, FitBit, has been the delay.  Your team has delayed all of this.  Either FitBit should process my defective replacement or refund me.  This is not on me, nothing I have done to deserve the support indifference.  Forward this to whomever you need to, but I am expecting a true follow-up, not a delayed lack of response.

[SantiR]

@kookykrazee I hope you're doing well! Thanks for sharing those details regarding your case.

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

Keep me posted!