Death of Ionic after update

[Roundylb]

I was requested to give my thoughts about Fitbit’s “customer service” after the latest update rendered my Ionic useless.

My case is NOT resolved! My Ionic still has no working buttons or screen. It was just fine until the roll out of your worthless, device-killing update. Given that I’m not alone in this, judging from other Ionic users’ posts, it seems to me that Fitbit should be proactive in making this right. And, no, the offer of a 35% discount on another device that may end up being killed by an update is not useful. Besides, none of the allowed devices offer swim tracking, which was my main reason for getting the Ionic. (So why would I throw away more good money to a company that cares little about their customers?)

As to “customer service” and their “help”: why advise customers to restart a device, which involves working buttons, when they’ve already been told the buttons and the screen don’t work. There was no thoughtful help from any of them. It appears they have a sheet of scripts to go through, starting with # 1 through whatever with no regard for what the original problem/complaint was.

To say I’m unhappy with every aspect of this Fitbit-caused disaster is an understatement.

(As an aside, I’m currently using my old Charge 2 until I can find a new tracker which will also record my swims. Too bad Fitbit forgot about their customers between the Flex and the Ionic.)

[youhippy]

I wasn't even offered the 35% discount!

Happily sat here with my new Garmin Forerunner 745. It is going to take some getting used to as it's not got a touch screen, but I am happy that I have offline Spotify. 

[Roundylb]

Since a lap counting (swim) function is important to me, I’m seriously considering the Garmin Swim 2. That’s the rub, of course, learning a new system and app get’s harder as you get older.
My brother has had a Garmin (don’t know which model) for several years and has been pleased with it and the customer service. Good luck with your new toy.

Sent from my iPad

[SunsetRunner]

I also got affected, and seems that there’s no way they can fix it. What a shame there’s no more explanation of what happened and how the will compensate it. 

[Roundylb]

I think there’s an explanation-the update was fatally flawed-but they won’t admit it. So they have no intention of fairly compensating. If you’re lucky, they will offer a 35% discount on older models-not the Iconic because that has been discontinued. Too bad for you if none of these have the functions you want. But, hey, why not throw away some more money?

[HoosierT]

Same here. Started the update, then the Ionic froze. I've tried multiple reboots and resets, restarted the phone, tried WiFi only, can't pair through Bluetooth, have recharged the Ionic, tried recharging the phone and it's all in vain.  The Fitbit logo shows up, disappears for a second, then reappears - whether I try to restart it or whether I have it sitting and charging.  

[Roundylb]

My advice is don’t waste any more of your time. The Fitbit update bricked many of our devices and they’ve made it clear they have no intention of fixing the problem with the update or “making us whole”. And if you complain directly to a moderator on this site,your post will be removed as irrelevant. However, they may ask you for more money to buy a lesser device than the Ionic was supposed to be. What a way to make your customer want to stay. Oh, and the first thing customer service will tell you is to restart your device-even if you’ve stated nothing on it works. They’re very unhelpful. Yes,I’m done!

[SunsetRunner]

Sad thing is that doesn’t matter how careful you’re with your device. They always will have the power to break it down whenever they want. So I’m not taking the risk again. I’m done too.

[lilbgma]

I'm done too. I've had trouble with mine for a while and the update made it worse. Can't restart something that won't shut down.

[Tiredofthiswatc]

My Bluetooth doesn't work after updating this watch is useless now

[Aaron1970]

Mine too. Bluetooth and WiFi are both dead. I've reset to factory. Deleted and reset mobile app. Watch works fine, just nothing will sync with my phone. Since I've reset the watch, now I've lost my apps and music. I just have a watch that shows my steps and workout data but nothing syncs. Guess I need to look into what to get next. I really liked this Ionic. It's my 2nd one. 1st one lasted 23 months then completely bricked out after an update. Wouldn't turn on. This one only lasted 14 months.

[Roundylb]

Apparently, Fitbit has a problem with their update protocol? Do they test? Or did they kill the Ionic on purpose so all us fools would give them more money for their latest product? Inquiring, fleeced minds want to know!