Feedback about Ionic stuck at Fitbit logo

[jeremyinco]

I bought a Fitbit ionic last year 2019 to replace my blaze which I still have and have been using since Monday, June 22, 2020. 

My Ionic started saying unlock with the phone. I synced it on my phone and it said it had a firmware update. I started its update and it finished up just before I headed off to bed. I woke up and picked up the watch off the charger and it was showing the dots in the Fitbit logo. I assumed it was going to start up during my drive to work. This was Tuesday and while I was at work it kept rotating from a blank screen to the dots in the Fitbit logo. I figured I would connect it to the computer and try to restart it when I got home. I came online to the community and searched out help on restarting the Ionic. In my account, it shows the last sync as Monday at 4 pm local. I left the watch reset or turned off, held all three buttons in releasing the bottom right button as soon as the screen went blank. That appeared to have stopped the rotating screens between blank and logo. 

Today is Wednesday. I pulled it off the charger after I got home from work. I found that it just started up the same issue rotating between a blank screen and the dots in the Fitbit logo. It doesn't display the start-up screen or anything of the sort. 

I attempted to contact support. And to start I should say that I have been a Fitbit fan since the original which I had of the clipy guy, who I loved... and I have had nearly every single model since. even the one that caused me discomfort on my wrist. But, gone are the days of wonderful customer service. I was told nope not under warranty best I can do is email you a 25% discount coupon. 

Crappy feeling for something that was bought at best 12 months ago maybe 18 months at most at a 200 dollar price tag. Just looked up the receipt and May 3, 2019... Dunno seems like the company has gone down in recent times. May 3 purchase, June 24 a year later, and a firmware update killed my device and I am told eh, best we can do is a 25% off coupon LOL.

I mean that is kinda bull**ahem** right, I mean Walmart has them for 25% off website prices daily. I can get an ionic for 168 right now off Amazon, or I can spend 187.49 plus tax to use my 25% off coupon from Fitbit... Keep in mind less than 13 months ago I spent over 239 according to my receipt on the same thing. 

So anyone else had good luck with Fitbit? I am thinking about getting rid of it all and canceling the premium and seriously looking forward to getting rid of all of my devices and account. 

Going to wait and see if perhaps their issue with the syncing gets fixed and maybe that fixes my Fitbit ionic. It just seems like garbage that they wouldn't replace a device just past warranty after it was broken doing a firmware update lol. 

Moderator Edit: Clarified subject & word choice 

[RicardoFitbit]

Hi @jeremyinco, welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[Mr_Bash]

Hi, 

I've experienced the exact failure on my ionic since the last update through the fitbit app over a week ago. I've not been able to use my watch for a week.  It keeps flashing with the fitbit logo,  gives a black screen for a second and displays the logo.  It's stuck in this loop. Tried the 3 button reset and then releasing the bottom right etc. I don't get the strong vibration to indicate it has reset.   I've read a lot of articles and forums and it seems this is not an isolated issue. 

Any help greatly will be appreciated please. 

Thanks, 

Bash.

[RicardoFitbit]

Welcome to the Community Forums @Mr_Bash.

Thanks for your post and for trying some troubleshooting steps before to posting. Since the restart process didn't fix the issue, please follow the next steps to perform a factory reset and let me know if the issue persists:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc.

I'll be here if further assistance is needed. 

[Mr_Bash]

Hi Ricardo, 

Many thanks for the details below.   I had tried this sequence of instructions and below is what i have experienced. 

I held all 3 buttons for around 12 seconds and I had released the bottom right button as soon as the logo disappeared as suggested. 

What happens next is the screen goes blank.  I don't get any vibrations from the watch.  I had held onto the left and the right buttons for 5-6 mins.   How long after releasing the bottom right button should a vibration occur from the watch?   

I must have tried this a few times and I get the same blank on the screen after holding the remaining buttons for 5-6 mins each time.  

If I let go of the left and top right buttons after 2 mins the logo re-appears and then it goes back into loop of appearing for 6 -7 seconds,  a momentary blank and then the logo is displayed again and so on. 

I'm afraid with your instructions below,  I'm not getting to step 3 as the watch is not vibrating. 

Do you know why this is the case? 

Kind Regards, 

Bash.

[jeremyinco]

Same issue with mine... I only hope that your watch is covered under warranty. Gone are the days of legendary service where they would send out a replacement no questions asked... Some serious issues with FITBIT as of late, I suspect they are choosing to just go downhill and have no interest in their customers. 

Issue hasn't resolved as of yet. Wonder if it is why their support wait times are so long... Maybe if it starts affecting everyone they will make it right for their customers. 

I love the lady I was on the phone with. I am holding the buttons, ok release the bottom right one when it goes blank and hold the others till it vibrates. about 3 minutes goes by. Sir are you there. Yes, just holding the buttons still. How long will it take? Her: oh, it doesn't seem... Hold on a second. Me: Ok. Her: Ok still there. Me: Yep, still no vibrating. Her: Ok, well looks like your device is not under warranty so I can email you a coupon to use at fitbit.com. Me: is that it, I mean nothing I can do? Her: Yes, sir you can use the coupon at fitbit.com anything else I can help with? Me: Umm, I mean I want to get my watch working can you tell me when it was out of warranty at least? Her: Sorry sir, it is out of warranty I can give you a coupon, we will email it to you. Me: ok I guess... 

yes, the great service is gone. My old surge had for like 2 years... Me calling up: Hey I have an issue with my surge. Guy: Sorry about that sir, what is going on with your Fitbit. Me: Well the band is coming apart underneath the watch where the screws are located at like it is splitting or something. Guy: Ok give me a second. Me: Ok cool. guy: Ok I see it on your account. Let me see what I can do for you. Me: I just wanted to know if I can get the band replaced or something I mean it is still working but not as secure. Guy: Ok well I can get a replacement mailed out to you I just need an address to send it. Me: Ok great, do you want me to send in my old one? Guy: no thanks, just recycle it or donate it to someone. Me: Ok cool. 

Instead, now it is yeah we broke your 200 dollar watch with our botched update. Oh you want it fixed? nah bro here is a coupon so you can buy another one from us though... Pinky promise we won't break your new one LOL.

[jeremyinco]

What if it doesn't vibrate... you know like what is happening for myself and @Mr_Bash after an update it is like the update wasn't successful and has now bricked the watch, making it as useful as a brick... Is there another way of updating it... 

Personally the update I thought about was simply buying another one, tossing my bricked one into the package and returning it to Fitbit... let them cipher it out since they broke it with their crap update. LOL

[Rchisom]

I’m having the same problem and this procedure did not help me.

[Skyl99]

They seem to reply with the same pre-programmed response.  "Press these buttons until this happens".  What I don't think they're understanding is that the watch is stuck in a restart loop, and possibly gets frozen (like mine did).  I've been able to get mine responsive again but only after waiting until the battery dies during this restart loop.  Unfortunately, even though I got it responsive again, it started the same restart loop after maybe 45 minutes of use (watch worked when I went to mow the lawn, it was restart looping again when I finished mowing).

[Rchisom]

Terrible customer service and no loyalty. I have about 6 million steps with Fitbit but I can’t take no more. Nice products but they don’t hold up and they cost a pretty penny. I ordered an Apple Watch 3 today. Tired of Fitbit’s. I’ve been a customer for almost 10 years and 25% off is not enough for a problem we didn’t cause especially if the watch is only 2 years old.

Sent from my iPhone

[Skyl99]

I hear you.  I actually purchased a Garmin on sale because of this issue (it will be here tomorrow).  If my Ionic works eventually, Great! but... I'm not holding my breath.  Good luck with the Apple Watch.

[Rchisom]

Thanks. You too.

Sent from my iPhone