Fitbit Ionic won't measure heartbeat and steps

[EtoFeek]

Hello everyone,

My Fitbit Ionic is about 1½ years old by now and it stopped working normally just recently.

It stopped counting steps and taking my heartbeat after I've worn it for a swim in the public pool. That was the very first time I used it for swimming. I've tried everything. I restarted it, let the battery die and recharge it back to 100%, disconnected it from my phone, looked for any updates I missed but nothing worked, so I'm guessing the Ionic itself is broken.

Is there something else I could try or should I send it in for a repair/replacement?

Thanks in advance!

[SunsetRunner]

This is the 2nd Ionic that has faulted after an update. The heart sensor has gone on mine this time, as it is over a year and a half since my last issue (which was replaced for free), I'm expecting to be told I have to pay for a replacement. If that is the case, it won't be a fitbit ever again.

[LiliyaFitbit]

Welcome to the Fitbit Community, @SunsetRunner. Thank you for your reply, @SunsetRunner.

@SunsetRunner I am sorry to hear about the issues with your watch. I appreciate your efforts to resolve this, I know our Support team will be glad to help you out and provide a solution. Meanwhile, I recommend checking if your Fitbit device is updated to the latest version: How do I update my Fitbit device? 

@SunsetRunner Thank you for joining the thread and sharing your experience. I understand how you are feeling and thank you for sharing your concern. I see that you have already an existing case with our Support team. I know they will do their best to help you, please keep an eye on your inbox. You can take a look at this page for more information about the warranty policy.

See you around.

[muluk]

I second you. No more fitbit...has been over a week and nothing smees to work...a couple of times in the past week, it started counting the steps but it was just acting like a second counter...It just kept counting whilr I was sitting and in a couple.of hours it said, I had moved 12k steps...the escalated support email I was told I would get is not here either...That is it for me...no more fitbit for me

[SunsetRunner]

As I expected, I've been offered a 35% discount to buy a new ionic for a problem I didn't even cause.

No more Fitbit for me, awful way to treat customers.

May as well change the slogan to 'We break it, you buy it'

[DonOBrien1]

Got exactly the same response and my thoughts are the equivalent of yours - going to try a Garmin now. 

[EtoFeek]

An update from me:

I have updated the Ionic yesterday and wore it the whole day, still no heartbeat or steps measured. I'm most likely going to send my Ionic for a repair/replacement this week. I was hoping the update would fix it, but it didn't.

[SheriSparkles]

I can see that the moderators of this board have been giving the same lame excuses and fix information, without really addressing this issue.  I agree, that fitbit has obviously caused this problem, and now it seems that it is very on purpose.  Shame on you FitBit!  I will not spend another penny on a FitBit product, it's off to Garmin for me too.

[SunsetRunner]

Thanks for the update. I too have had the same problem with mine again today. I did a factory reset again last night and drew some comfort that an additional update occurred but alas much the same. I’ve really enjoyed my iconic. I had a good watch face tailored to what was of interest. I’ll contact Fitbit as I suggested I would yesterday.

Sent from my iPhone