Cracked Ionic sensor

[Wes_O]

A sensor on my Ionic somehow cracked and now my watch has completely shut down. Is there a next step I can take with Fitbit for repair/replacement? 

[N8teGee]

Hi @Wes_O, welcome to the community.

Seeing as this is a hardware issue, your only real option is to contact customer support (here) and discuss it with them. 

[RicardoFitbit]

Hello guys! I'm here to provide assistance with this situation. Welcome to our Community Forums @Wes_O and thanks for your helpful post @N8teGee.

When it comes to a hardware issue, there's no way to resolve the situation with troubleshooting steps. That said, just as @N8teGee suggested you, the best recommendation is to contact our Customer Support team to receive further assistance. I was informed by them that they already provided you with assistance regarding this situation, therefore, I recommend you to get in touch with them again if you have any additional questions about the outcome of your case for more information and details. Also, you can check our warranty policies here. 

I'll be around if you need anything else.  

[mefree]

I discovered a small crack in the plastic covering over one of my Fitbit sensors today. My heart rate is no longer working. Super upset about it and I know it won’t be covered because I’ve had it for a while. I am more careful with this watch than most things in my so I’m not clear how in the world this could have happened. Definitely never buying a Fitbit again. 

[RicardoFitbit]

Hey @mefree thanks for your post and welcome to the Community Forums.

Thanks for sharing your thoughts and experience with your Ionic device, I totally understand how frustrating this matter can be for your and I apologize with you for that. My best recommendation is to contact our Customer Support team and check our warranty policies for more information about how the warranty procedure work. I can contact them on your behalf if you want to receive further assistance with this situation.

Keep me posted. 

[SunsetRunner]

The EXACT same thing happend with my FitBit Ionic. 

What makes it worse is I spent all last year stating how great of a device it was and now, it's completely useless. 

Like you, I was mindful to take care of the device, but one day, I noticed my heartrate was not being tracked and that's when I discovered the cracked sensor. 

Quite a shame. 

[RicardoFitbit]

Hello @SunsetRunner, welcome aboard. Sorry for the delay in responding.

I'm sorry to know that you experienced the same inconvenience with your Fitbit Ionic. Since this is a hardware issue, let me share with you that our Customer Support team was contacted on your behalf to receive further assistance directly with them. That said, please keep an eye to your email inbox because they'll be in touch with you in a timely manner. 

Don't hesitate to contact me back in the meantime they get in touch with you, I'll be here.

[tubanator2000]

Same story with mine. Definitely not buying another Fitbit. 

[Nonameneeded]

Same issue with my 2 year old Ionic. It has been well cared for, occasionally washed with water and dilute detergent. One of the covers on a rear sensor has cracked, and the watch display has died. On resetting, the watch face backlight can be seen switching on briefly (but only a blank screen). I do not categorise 2 years as an acceptable longevity.

[Capq45]

Same with my Versa. I noticed it maybe a month after I bought it. Didn’t affect function so I didn’t bother exchange it. Now that I went into the pool this past weekend the watch started getting hot. 

I looked at the screen and it showed a empty battery logo. I plugged it it and it immediately showed 65%. I let it charge and when I went back to it the Fitbit logo would flash every few seconds.  What a waste of money!

[SunsetRunner]

UPDATE

THE GOOD: My experience with FitBit customer service has been great. Upon submitting my initial post to this message board and following their request to get in touch, they followed through with getting me a replacement tracker within a matter of days...good jo

THE BAD: After one week of great performance, I was ready to supply this thread with an uplifting message, but instead, decided to see if the replacement would last at least a year. Guess what...nope.  

THE UGLY:  For a device to offer so many great features at a great price, it's shameful a lack of durability has to be the deciding factor in bringing me to part ways with FitBit as a whole.  

My first model was the Charge 2 and I initially felt it was something on my part that ushered-in its demise.  After going through two additional trackers, however--as well as asking other owners for feedback--it is safe to say this company's devices are not built for me. 

I seriously took care to be mindful of these, alas, here I am again with a damaged sensor as well as a device that will not power up regardless of how long I have it charging.   

I hope Fitbit's trackers are engineered and assembled with durability in mind; especially in the area of the "lastability" of  their device sensor protection. 

[Kristy589]

I feel the same way i think for the price it should last longer than that 4 sure...smh "so disappointed"

[Kristy589]

So disappointed in the quality of the ionic i also had issues w mine and now i got no screen or a blinking screen..smh

Moderator Edit: Formatting

[JamesAO]

The same thing happened to my Ionic.  I really loved the functionality and style of my watch, especially because of the heart rate monitor.  One day this function stopped working and I discovered the cracked cover on the back.  I'm super disappointed, especially since I'm sure Fitbit will say the watch is out of warranty.  This is clearly a design defect (a materials failure).  Like some of the other posts, I often bragged about my watch.  Now I'm looking for a replacement and definitely don't want to end up in the same situation!!

[geekninja]

I chanced upon this thread. This is the general issue I have had with all my Fitbit watches since 2015. Hardware failure>> Customer (non) support>>Landfill this is the last Fitbit I will ever have because the support hard gotten worse after Google takeover

[LiliyaFitbit]

Welcome to the Fitbit Community, @geekninja.

Thank you for joining the thread and sharing your experience. I understand how you are feeling and appreciate your feedback. Our team is always working on our products and services, and your comments are always welcome. I've confirmed that you've been working with our Support team. I am sure they tried their best to help you, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I appreciate your understanding. 

See you around.

[Shaneo1084]

I’ve actually had 3 ionics and this has happened to every single one of them. It’s only the one sensor closest to the side with one button. The bad news is there’s no way of fixing it. This time it happened only after just a year. I love the watch but can’t spend over 200 on something that keeps doing this. 

[AndreaFitbit · Accepted solution]

Welcome to the Fitbit Community, @Shaneo1084. Thank you for your feedback.

Currently there is a Voluntary Safety Recall of Fitbit Ionic Smartwatches and won't be more updates. For more information, please visit our web page at help.fitbit.com/ionic.

I wanted to let you know that I'm going to close this thread to keep the community organized and prevent any confusion.