Fitbit Ionic feedback

[jmorrow1973]

After only having this thing for a dew weeks the display is off and will not come back on, even when plugged into a USB.  Was charged and is just not coming back up- please help- reset procedure?

Moderator edit: Updated subject for clarity.

[Jfitman]

I have done all the resets and factory stuff that everyone has spoke of , I have removed it from app I have rebooted back to icon fit bit shows when you first open the watch.   I have removed it from Bluetooth settings  about 5 times that shouldn't be like that ..  I know my Garmin just worked.  It was silly for me to go away from Garmin to this fit bit 

[winesnob]

They will replace onon if within the warranty period. Mine died and I'm 2 months out of the warranty and they offered me 40% off another Ionic that has died on me twice. This time for good. 

Moderator edit: Word choice.

[Ladyvalk]

I just received my new tracker, hopefully this one will last.. this is my 3rd in less than a year.  There seems to be an issue with this that they need to get figured out.

[Fit415]

After two weeks, I got refurbished tracker only..

This tracker with scratch on it.

It also requests me to turn on Bluetooth every morning, even it's on already.

[Ladyvalk]

I believe that mine is new, nothing showing that it is refurbished.. did they tell you yours would be refurbished?

[Fit415]

No, they only told me to keep all the accessories because they will send tracker only.

[Ladyvalk]

Well I see no signs that mine is.. but if this one dies I will be writing a letter to them and I will not continue to be a Fitbit customer.

[Jfitman]

I was told they will not replace mine because it was bought from Best Buy.  

[SunsetRunner]

Me to am quite sad about it being as they exchanged one now that's gone same way.
I think Apple Watch be my best bet for the heart app cos that's what I need
Hi
No I understand it's new....
Sent from my iPadt

[knittinnana]

It was on the package

Bev

[Crissygirl]

What is kitchen side

[YojanaFitbit]

Hi guys nice to see you around. Thanks for taking the time to post here. Welcome to the Fitbit Community @Crissygirl. What did you mean with kitchen side? I'd like to give you a hand with your inquiry.

@Ladyvalk We really appreciate your comments. In case that you need anything else from us, please let us know.

@Jfitman Thanks for the steps that you've tried to help your Fitbit Ionic to sync. Thanks for sharing your feedback. As mentioned before, we don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

@winesnob I appreciate the time you took in order to post your feedback. I wanted to let you know that your thoughts are greatly appreciated and we're always improving our products and service, thanks to your comments and reviews. If you have questions about the Fitbit policies you can take a look of them here. 

@Fit415, @knittinnana, @Crissygirl and @SunsetRunner Thanks for sharing your Fitbit experience, in case that you need further assistance in your case please keep getting back to our team. They will be glad to continue assisting you. In case that you need me to open a new case for you please let me know.

I'll be around. 

[Lanesraxaja]

Dear Fitbit Community, although I am a fan of Fitbit - I have a Charge 2, I've just had a very poor experience with my Ionic.

I've had the Ionic for 14 months. During that period, it's not functioned as well as the Charge 2. I had a couple of occasions where the product had a blank display and I restarted with help from this community. I've also experienced another occasion when this did not work and I did a factory reset. All recovered the Ionic and I could use.

However, yesterday the Ionic - fully charged came with a blank screen. I went through the same procedures - getting used to it by now. Nothing. Remained blank. Today, I contacted the support centre. Used the chat - person was very professional. We tried again. Still I have a blank screen.

Conclusion - product broken. Warranty period was checked. So, as it is 14 months - out of warranty. I assume warranty is 12 months.

Next question - where can I get it repaired? Answer. Sorry - in your area we cannot as we do not have a service centre. I'm living in a place where you can get many items like this fixed - so a surprise they have no one who can service or repair. Of course they are working on it - but does not help me.

My choices. Dump a 14 month old product - probably their flagship product - and most expensive - and buy a new one! Continue with my Charge 2 - which has been going longer. Or look for a competitive product.

They informed me that the Ionic is rigorously tested and that they experience my type of problem very rarely.

However, their Support cannot provide detailed facts of failure rates of the product - understandable as this is provided elsewhere in the company. Nor could they provide any indications of customer satisfaction levels with the Ionic.

So, I feel very disappointed, highly dissatisfied, a bad taste in the mouth and a little cheated at having a 14 month product fail. I feel like I have been used as a Beta tester (Alpha?). So after a long period of trusting the brand - all it has taken is a nanosecond to destroy my trust.

Not sure if others have the same experience - but until the product can prove its worth in the market - I'll move from early adopter to late adopter (or laggard) and hold on to the Charge 2 - whilst looking at alternatives.

[04Mach1]

Between this and the Thread above it at the time... there are over 550 responses to these 2 threads and 90k combined views.

wheres the official response? why are some people getting out of warranty replacements while others are not?

these 2 threads easily show a pattern of this being a real issue, thats only getting bigger as time goes on due to a faulty product.

[houseofdynamite]

I'm not usually someone to jump on an issue like this, I actually never do because I figure it out, but this one seems legit. 

I love my Ionic and use it a lot!  Gym, trails, work, sleep, it has never failed me and I've loved it for the last year, so very much!!!  Today, that changed and it failed.  I was trying to download some music and the transfer time went from 1h to 10056h, then doubled, then doubled, then doubled, finally ending at around 360000h and disconnected.  I tried to reboot it, pressing and holding the two buttons, three buttons, cleaning the charging areas on cable and watch, using different USB chargers, leaving it to charge while I took a nap, tried it all and nothing...Ionic is completely dead.

Don't want to think this is some crazy widespread failure but it looks like it.  90K views and hundreds of replies can't be a coincidence.  Please contact me and let me know the solution and if it's a replacement that's fine but please address the issue and help us all out.  A $300 item that competes with an Apple watch where version 1s of that product are still in use isn't good if it just fails after 1 year.

Really sad at how disappointed I am and I'm a shareholder too, what a terrible day.

Thank you.

[Ladyvalk]

Mine was just inside the warranty.. glad that it died when it did..

[gnaledge]

Mine just died last night after 10 months.  Thankfully still under warranty.  Every fitbit I have purchased has failed and had to be replaced within the first year and the replacement never makes it even a year.  I really like the app and challenges that the fitbit app offers but I can't be buying a new device every year or so...  I'm done after this one.

[jazzjoyce]

@Lanesraxaja  and Fitbit Community,  Yes, I have had my Ionic for 15 months and am experiencing the exact same issue you had with mine this very moment.  My Ionic decided it wanted to "Die" on me yesterday morning at 8:18am.  What I thought was just a matter of charging my battery turned out to be much more serious than a quick charge.  I can't charge, I can't reboot, I can't do anything.  I called customer care today and spoke to a male representative who couldn't give me an answer as to why the Ionics are crashing.  Instead, he offered me the 40% discount towards the purchase of a new Ionic.  They aren't stupid, but they think we are...trying to tell us that they aren't aware of any problems, when in fact there are hundreds if not thousands of people experiencing the exact same problem.  I checked all over the internet and everyone is having the same issue.  Fitbit company should be ashamed of themselves for not offering to acknowledge and try to fix the issues, issue partial refunds or even offer a recall of the product.  Nor should they continue to sell the Ionic if there are major glitches with the watch until it is resolved.  I took them up on there offer of purchasing a new Ionic using the 40% discount, but after thinking about it, it still cost me the initial $300+ and now the $161 for the replacement.  That is $461 for faulty equipment.  Once it arrives I am returning it.  There doesn't seem to be a very long shelf life with these products.  

[YojanaFitbit]

Hi guys, thanks for getting back. Hope you're having a great day.

Welcome to the Community Forums @houseofdynamite and @Lanesraxaja thanks you for your feedback. I can see that you really love your Fitbit, sorry to hear that you don't get any other option and that your Ionic is no longer working. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Each scenario is different, but I think that you can use the option available according to your warranty information, as it was mentioned by our support team. I need further information about your options please feel free to reach them out again. They will glad to help. 

@04Mach1  thank you for your participation in the forums everyone! I know that  you might be questioning about the quality of Fitbit, but I assure you that we test our Fitbit before releasing them to the market and we expect the highest quality in our products and services. As I've mentioned before, for each case our customer support team checks the Limited Warranty, but if you have questions about it please get back to them. You can also let us now and we can open a new case for you. 

@Ladyvalk thanks for your feedback.

@gnaledge and @jazzjoyce we appreciate the time you've taken to share your thoughts about Fitbit products and interactions. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

See you around!

[SunsetRunner]

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@YojanaFitbit wrote:

While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.   

That is obvious but it isn't really a problem here. Even 3 months of warranty would do as long as nobody ( or almost nobody ) must ever use it. The problem isn't a warranty but the devices that start malfunctioning so early and die shortly after the warranty expires. Warranty should cover rare cases but here it is a pattern. What is a chance of having the device replaced SEVERAL times and still get malfunctioning one? In the world of quality products, it would be almost 0 but for some people owning Ionic, the probability gets close to 1 ( 100% chance ). It isn't a slight chance, it turns to be a pattern. Even my device which is still alive but within a year it's already malfunctioning and isn't waterproof anymore. The fact that I didn't go and tried to replace it is because I don't want another possibly broken Ionic. It's not the warranty making a problem but the product that is such horrible quality that requires this warranty so badly. Lots of other companies give 1-year warranty but users never have to use it as before the device breaks they already migrate to the new one. If a device fails after 3+ years then nobody cries about that ( still depends on the price though, the more expensive, the longer lifetime we expect ). I'm really curious about how many Ionics will live that long.