10-05-2018 18:41 - last edited on 12-27-2018 13:34 by EdsonFitbit
10-05-2018 18:41 - last edited on 12-27-2018 13:34 by EdsonFitbit
Starting yesterday afternoon (10/4) my Ionic began to count steps nearly continuously. I have tried to restart 4 times now, and nothing seems to fix the continuous step count.
I have completed the update, but nothing seems to be helping the sensor to act as normal. Any help would be appreciated!
Moderator edit: updated subject for clarity
06-08-2019 16:52
06-08-2019 16:52
Fitbit stepped up and is sending me a replacement Ionic, their customer service was helpful and responded quickly. Luckily I was in the warranty period and fingers crossed that the new Ionic they send me won't have the same malfunction.
06-08-2019 23:55
06-08-2019 23:55
06-09-2019 13:54
06-09-2019 13:54
We talked to the customer service through a chat online on the Fitbit site.
06-11-2019 15:29
06-11-2019 15:29
Welcome and thank you for visiting the Fitbit Community @Sunking @rletchford @Lucylove89 @Rogdean. Sorry for the delayed response. I regret to hear that you are experiencing difficulties with the steps registered by your Fitbit Ionic.
@rletchford Thank you for following our troubleshooting steps and for your feedback. I noticed that you contacted Customer Support. I'm pretty sure they will do their best to provide assistance as soon as possible. Thanks for your patience.
@Lucylove89 I'm sorry to hear that you have gone to a different company. Our team is constantly working to improve Fitbit products and services. In order to see if we can provide assistance I opened a case with Customer Support. They should be in touch with you on the next days.
@Rogdean I'm glad to hear that you will receive a replacement Fitbit Ionic. Thank you for letting us know and thank you for your kind words about Customer Support.
Thanks for your support @WendyB.
If you have any question, please don't hesitate to contact us back.
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06-11-2019 21:00
06-11-2019 21:00
I did contact Fitbit support, but they would not replace the Fitbit Ionic as they said I was outside the warranty period - from my perspective this is a JOKE!! The device is clearly defective and for the sum of USD$300.00 it should have a shelf life of more than 18 months.........I don't think that FItbit is doing the right thing by its customers when a device is clearly defective whatever your warranty period........
Unfortunately, you don't have my support anymore and you can be assured I am not recommending Fitbit to anyone moving forward - this is the second time I have had a device fail and gotten no support from Fitbit to replace - I am over it with Fitbit devices malfunctioning and then getting no support from Fitbit to replace them.
06-12-2019 17:18
06-12-2019 17:18
Thanks for getting in touch @rletchford.
I'm sorry to hear that you feel like that. We really appreciate your time and effort while dealing with this situation. I apologize for any inconvenience this could have caused to you.
Feel free to contact us if you have any question.
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06-18-2019 12:32
06-18-2019 12:32
Really? That is your answer to a problem that has been going on for almost 2 years? Sorry for the inconvenience?
You know exactly what the problem is, so own up to that and tell us all how to fix this. If it is your own software upgrade that broke this, then again own up and replace our devices even if we are out of warranty....same if this is a hardware issue. Clearly if this step issue stops while you are charging and then starts right back up once you stop charging and it happened to almost everyone after a software upgrade...you know what the problem is.
06-18-2019 17:04
06-18-2019 17:04
Welcome to the Fitbit Community @brbates99.
Thanks for your feedback. To evaluate your case I sent your information to Customer Support. Please check your inbox on the next days. Please check your inbox on the next days. They will let you know how to proceed.
Please let me know if you need further assistance.
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07-06-2019 07:35
07-06-2019 07:35
My watch is doing the same thing, I am at 18 months and spoke with customer service to go through all the same trouble shooting steps only to be told they couldn't do anything because I was outside the warranty period. I find it appalling that they clearly know about this issue as there are multiple threads on here, and are refusing to acknowledge or rectify it. I will certainly be switching to another company for my next device as I am incredibly disappointed in Fitbit after spending $300 on this watch.
07-06-2019 08:11
07-06-2019 08:11
This is how they wanted to help me😤
07-06-2019 08:28
07-06-2019 08:28
07-06-2019 09:04
07-06-2019 09:04
Thanks for sharing, I will be falling you just as soon as I have the funds.
07-06-2019 09:51
07-06-2019 09:51
07-08-2019 13:59
07-08-2019 13:59
I told them I was not going to accept anything other than a new device. They are up to 50% off now even though i have told them 3 or 4 times now I will only accept a new device. They know exactly what is causing this for sure and just will not do the right thing to keep customers. If you factory reset the device the issue does not happen for me. However the problem with that is they require you to install the latest update to use the device, when you get the latest update BAM the issue is back.
07-08-2019 19:27
07-08-2019 19:27
07-09-2019 05:44
07-09-2019 05:44
Actually you said that, what I said was they know what the problem is and they are unwilling or unable to fix it. Instead of providing a replacement device, they are trying to get users to buy another device with no guarantee that the new device won't break in the same manner.
07-09-2019 09:42
07-09-2019 09:42
07-09-2019 17:52
07-09-2019 17:52
Welcome and thank you for visiting the Fitbit Community @Laurenroth11 @SunsetRunner @Lucylove89 @brbates99 @rletchford. Sorry for the delayed response.
@Laurenroth11 I noticed that you contacted Customer Support already. I'm pretty sure they will provide assistance to your case.
@SunsetRunner @Lucylove89 @brbates99 @rletchford Thanks for your feedback. For those who haven't tried it already, you can perform a factory reset of your Fitbit Ionic by doing the following, but keep in mind that you apps, stored data, personal information, credit and debit cards, and saved settings will be deleted from the device:
On your device, open the Settings app > About > Factory Reset or Clear User Data.
Feel free to contact us at any time.
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07-09-2019 19:10
07-09-2019 19:10
07-09-2019 19:16
07-09-2019 19:16