Fell and damaged my Ionic

[Dlhill24]

Within 12 hours of purchasing a new Ionic, I fell going for a run. While the display was barely affected, my fall caused a slight separation between the screen and metal body of the Ionic. Presumably, this makes it no longer water proof, which is frustrating because I am an avid swimmer.

Upon contacting customer support, they quickly shoved the 1 year warranty in my face stating that accidentals aren’t covered. I wasn’t fishing for a new replacement, I just wanted some way to fix the issue so I can swim. I was willing to even pay a repair cost.

Fitbit offered me no solution. Instead, they told me I would have to buy another Ionic, and that they could give me a 25% discount...bringing the total cost to $225 dollars. This is just unacceptable that Fitbit doesn’t have a repair team for issue like this. Falling on a run is out of much control, it happens. Sure, I should be liable to pay to fix my Ionic. But $225 for a completely new one? This is ridiculous. 

I hope my complaint is is helpful to anyone considering purchasing a Fitbit product. You need to know that any accident that occur during your workout are going to cost you a lot of money, and Fitbit isn’t going to fix it. 

Ruined my weekend! 

Moderator edit: Clarified subject

[wickedathletes]

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@SunsetRunner wrote:

@wickedathletes I guess you and I will have to disagree. It’s a precision electronic fitness device with a glass screen, not a rugged sports watch. Further, nowhere can I see in the specs anything suggesting shockproof as one of its features. I would consider a fall with impact to be detrimental to its functioning.

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I guess it’s assumed, at least to me that a device meant to promote activity should be able to handle some abuse. It’s $300, that’s a premium price for a delicate product no? Man my Apple Watch sticks out like a sore thumb and has been smashed into walls without a scratch on it. That was $30 more. I wouldn’t think twice about wearing a Garmin Vivoactive out. $300 isn’t throw away tech. If you are making a fitness device it inherently should have some durability especially when other devices in that price range do.

eitherway, I ended up switching off the Ionic not because of durability but the software. Sad that I did because I lost my community of Fitbit friends (been using fitbits for years) but I am having a much better experience elsewhere now. 

[shipo]

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@wickedathletes wrote:

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@SunsetRunner wrote:

@wickedathletes I guess you and I will have to disagree. It’s a precision electronic fitness device with a glass screen, not a rugged sports watch. Further, nowhere can I see in the specs anything suggesting shockproof as one of its features. I would consider a fall with impact to be detrimental to its functioning.

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I guess it’s assumed, at least to me that a device meant to promote activity should be able to handle some abuse. It’s $300, that’s a premium price for a delicate product no? Man my Apple Watch sticks out like a sore thumb and has been smashed into walls without a scratch on it. That was $30 more. I wouldn’t think twice about wearing a Garmin Vivoactive out. $300 isn’t throw away tech. If you are making a fitness device it inherently should have some durability especially when other devices in that price range do.

eitherway, I ended up switching off the Ionic not because of durability but the software. Sad that I did because I lost my community of Fitbit friends (been using fitbits for years) but I am having a much better experience elsewhere now. 

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I'm sure there are a bunch of folks who'd be happy to buy your Ionic from you.

[WavyDavey]

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@wickedathletes wrote:

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@SunsetRunner wrote:

@wickedathletes I guess you and I will have to disagree. It’s a precision electronic fitness device with a glass screen, not a rugged sports watch. Further, nowhere can I see in the specs anything suggesting shockproof as one of its features. I would consider a fall with impact to be detrimental to its functioning.

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I guess it’s assumed, at least to me that a device meant to promote activity should be able to handle some abuse. It’s $300, that’s a premium price for a delicate product no? Man my Apple Watch sticks out like a sore thumb and has been smashed into walls without a scratch on it. That was $30 more. I wouldn’t think twice about wearing a Garmin Vivoactive out. $300 isn’t throw away tech. If you are making a fitness device it inherently should have some durability especially when other devices in that price range do.

eitherway, I ended up switching off the Ionic not because of durability but the software. Sad that I did because I lost my community of Fitbit friends (been using fitbits for years) but I am having a much better experience elsewhere now. 

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That's a tricky one. I take "some abuse" as banging against a wall or something. Falling down, where gravity and your weight magnify the damage... well that's difficult to say how much a watch should be able to take.

@wickedathletes, what did you end up going with?

[wickedathletes]

@WavyDavey, undecided. Now that it’s November everyone has 90 day return policies. So I splurged and bought these:

Garmin Vivoactive 3

Apple Watch Series 3

Samsung Gear Sport

I gave the Ionic 2 weeks first. 16 factory resets in the first few days ended that fate. I think the device has promise but the software is atrocious.

If I was hardcore dedicated like I was prior to my twins being born 3 years ago I wouldn’t get anything but a Suunto Spartan or Garmin Fenix 5, but reality has set in for now and $500+ for a fitness watch so that my distance isn’t off by .0001 isn’t needed anymore haha. Overall the Garmin is probably the best fitness focused device out of the 3 but it’s a no go with no local music. I think I like the Gear Sport the best but when all is said and done it will probably end up being the Apple Watch since I use an iPhone and the Gear + Apple only mix so-so. The only deterant for me will be if the steps are way off or the distance for running is, so far it hasn’t been the case. I still have my Charge 2, but really once you have a full size nice device on your wrist that thing looks terrible, to bad too because I loved it.

[shipo]

Okay, here is a picture of my Ionic with one of the rubberized case protectors installed; it also has a screen protector installed:

[mlindgren]

@Dlhill24, are you sure the gap between the screen and bezel wasn't there initially? There is a long thread about this issue. I have a small gap in mine and it doesn't seem to have affected the waterproofing.

The unfortunate reality of microelectronics is that repairing them is often not cost-effective.

[Sparhawk69]

@shipo Yes, that is what I did as well when I got my Ionic, ordered the TPU rubberised case and screen protector to be on the safe side in case I knocked into anything.

[SaraJayne]

@chewitt I previously had a Charge 2 which developd a crack the full length of the screen. I went out and it was fine.I was at a music event in Hyde Park so there was no furniture for me to bang it on, I was just sitting in the sun and a few hours later saw that somehow it had cracked, with no other damage and no sign of impact. I contacted fitbit support and after sending a couple of photos and explaining what happened they replaced it for me under warranty. It may be worth getting in touch to see if they can help you. 

[Ac44]

I have both a screen protector and the body protector you listed. Neither added any bulk to the watch and I don’t worry about scratching it at all. So glad I put both on same day as purchase. 😊

[chewitt]

If these are needed to prevent scratching or breakage under ordinary usage, the manufacturer should include them or use better materials. The front of mine cracked in the course of everyday use.

Sent from my iPad

[Blackish]

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@chewitt wrote:
The front of mine cracked in the course of everyday use.

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During ‘everyday use’ my Ionic scratched when brushed against a granite kitchen worktop. Something Fitbit could or should have prevented? Of course not. Scratches are part of everyday use. And depending on what ‘everyday use’ is you can crack your Ionic (or any other watch for that matter) just as easily, just a case of bad luck.

[GregJaxFL]

Repairing a $300 Watch is simply not practice. 

[chewitt]

I have about 10 other watches that I have stopped wearing— cheap aND expensive. I never had a crack like this in decades, actually never. This is substandard material on the Ionic. Maybe so that it can read the finger swipes. Going back to my Alta HR.

Sent from my iPhone

[SunsetRunner]

I know your pain.

Bought my fitbit on thursday and the next day i went for a mtb ride.

I normally never fall with my mtb but now off course, i fell.

My screen is completely shattered but everything still works normally. I didn't even fell on concrete, it was just sand with some pebbles and the watch was protected by 2 layers of clothing. (my elbow and knee just have minor scratches).

Contacted Fitbit: Buy a new watch and you'll get a 25% discount. (I even wanted to pay for the repairs)

I just paid 350 euro's (which is roughly around 410 dollars // I'm a Belgian customer) and now they want me to buy a new one with a 25% discount (which is still 328 dollars).

I would be happy if it was just 225 dollars. But it's still a lot of money.

I even asked to send me a new glass so i can install it myself, but no, Even that was impossible.

Dang it. Frustrating

[Clayman002]

I feel your pain: While switching out the ban one evening I drop my Ionic maybe about 18 inches (I was in a sitting position) onto the plastic floor cover (over carpet) my office chair sits on, I thought nothing of it but it just quit no cracked screen, no separation no visible damage at all it just would not respond to anything. Tried every suggestion I could find on how to get it reset, turn off whatever it just would not do anything, only the green light on  the back was on (constantly). I imagine the screen was just out but it had just synced minutes before the next day that was still its last sync time. Fortunately I had a thirty day return policy and I had it less than 20        

[SunsetRunner]

Met vriendelijke groet
Maarten Gielens

[Endomorphius]

I have also these silicone watch covers. It works fine for me. love them

[Mw57]

After less than 2 weeks, I dropped mine a short distance from my hip, which at 5'4" isn't high, and it completely shattered the screen. Fitbit offered me a 25% discount for a new one, but the lack of repair for what I consider a fairly expensive device is ridiculous. It is after all, a fitness watch... Shouldn't it be more durable? When presented this question, the representative I chatted with wrote that " your comment has been forwarded to a different department". Which where it will be completely ignored I'm guessing.

[Mw57]

I completely agree. I had a Fitbit Charge 2 that was cheaper and help up better than the Ionic. A fitness watch should have some durability.

[chewitt]

It's annoying. People ask me about it because it looks good in gray and gun
metal. Then they see the crack and wonder why I am still wearing it. It
happened soon after I got it and it was not from hard use.