Fitbit OS 4.0.2 - Firmware Release (27.68.9.15)

[MattFitbit]

Fitbit Update: 10/9

Hi everyone,

We’re excited to announce the release of Fitbit OS 4.0.2, available for Ionic (Firmware Version: 27.68.9.15). 

We've begun releasing this new firmware to customers. This is a progressive rollout which means everyone will receive it at different stages until it has been completely released to all users. We roll out releases in phases as a cautionary measure so that we can monitor performance closely and make adjustments if needed. 

*Firmware releases are not distributed based on region or location and can reach anyone no matter where you reside. We do not recommend performing a factory reset to force the update to your device as your data will be lost and you may not get the update. Please be patient and wait until you see the update banner inside of the Fitbit app to begin the firmware download.

WHAT’S NEW AND FIXED

 
This release includes bug fixes and improvements.

HOW DO I UPDATE?

Step by step instructions for updating your Ionic can be found here. 

If you run into any trouble updating your Ionic, I recommend reviewing these troubleshooting tips. 

We appreciate your patience while we work to roll this out to everyone.  

[Ajesh]

I'd stay clear of any updates at this time. Fitbit seems to be on a business model where they brick a random set of watches in a bid to sell some more devices to those committed users. I don't know, but that's the impression I'm getting. That's why it is not widespread and seemingly random. 

They provide no answers, no support. Why should I pay 75% for a replacement when I didn't do anything to cause it to fail. They killed it with their update. they should be replacing it or providing a fix.

[AlexVanB]

Agreed, and I think what is even worse: the 25% discount is only valid for 30 days. I bought the Ionic for the built in GPS feature, but the only product Fitbit offers with built in GPS is the two year old Ionic. The new products only use GPS when connected to your phone. 

If there was at least a discount on an upgraded Ionic version 2 - which of course doesn’t exist. 

So, for me the discount means buy old hardware within 30 days or lose even the 25% discount...

[Sfaynor]

@AlexVanB I'm here supporting a nuclear outage on the overnight shift. I see many people with the Ionic watches. The union here has a fitness program that actually rewards us for being healthy. We get money back for that. So for me, I figured, spend the money on the Ionic, I'll have a nice watch for five years, and then upgrade again at some point. 

The amount I've gotten back for being "fit" from my company equals the price of another Ionic. 

So I've been fit just so my money can now go back to fitbit because they have broken hardware? It just doesnt make sense to me. 

I am so beyond upset with fitbit as a company that I truly will not be using their 25% discount. 

I've talked to union brothers here. They cannot believe this is the stance the company is taking and they agreed with me that if it happens to them, they would not buy another. 

I wish there was something else I could do

[RCA219]

DO NOT apply the update!  

[Sfaynor]

@RCA219  "Wishes he owned a time machine"

[RicardoFitbit]

It's a pleasure for me to continue providing assistance on this thread, the information that was shared is appreciated. 

@Sfaynor @Iain_K @AlexVanB @Bodaciuos @Ajesh @RCA219 The input that was received on each of your posts is really appreciated. Just as per previously mentioned, we are always striving to improve the Fitbit experience, therefore, the feedback that's shared here in the Community Forums is always helpful and important for us. As it turns out, I don't have access to the information our Customer Support team provided to you guys, reason why my best advice at this moment is to contact them back if additional questions about the outcome of your cases remain unresolved. 

When it comes to a replacement or discount offer, they always refer to our warranty policies. Please check them out here for a better understanding of why a discount code was offered for your devices. Your understanding and patience are appreciated.

@Noddyhawk @SunsetRunner I appreciate the information that was shared in both of your posts, it's nice to see that your Ionic devices are working as the way they were designed. Please do not hesitate to contact me back if you have any additional questions for me to answer, I'll be periodically checking this thread. 

@SadhbhC Thanks for bringing this to my attention, seems odd that the banner hasn't come back. Can you please let me know if the Fitbit app is up to date? I recommend you to verify in the Google Play Store or the iOS app store if there's an update available for the app. Also, I recommend you to learn more about how to update the firmware version of your Fitbit device with the information that's specified on this help article. Please keep me posted.

See you around. 

[Bodaciuos]

Yep. Read the policies link.

I seemed to have missed the part where a Required Firmware update Bricks my Ionic.

Worked before your Firmware update, does not work after....

I attempted to exhaust my Customer Service emails before investigating this problem as being a larger problem than I thought.  Obviously, that did not solve my issue.

They were able to confirm last time charged, last time connected via Bluetooth, purchase date/location, and who knows what else they could see.

Customer frustration with pages and pages of the same type of error, should lead to an internal investigation as to the root of the issue.

I appreciate your activity on the forums.

[Ajesh]

@AlexVanB  good grief! The new ones don't have built in GPS? The only reason I got the Ionic was so I didn't have to lug the phone around! 

And I didn't realize the discount offer was valid for 30 days only. Smacks of extortion to me. Kill the watch and give me 30 days to hand over more money or else. 

[Ajesh]

@RicardoFitbit  The Customer service is basically there just to see if we've done a few resets and charged the phone, cleaned the contacts and oh, you've done it so now, here's a 25% discount.

Not acceptable! I'm not giving up my money that easily and I won't just fade away and forget about this.

[Sfaynor]

@Ajesh seriously. 

Like, ok, different situation. 

Purchase the Ionic, and eventually the charging connection fails. I wouldn't be as upset as I am now because I would just say "ok, well the quality of the product is bad, I will move on". And i know Fitbit wouldnt do anything outside of the Warranty. Again. That's fine. Build a quality product, and get return investment. Build shoddy products, and your customers will just go elsewhere. 

This situation here? Was force by Fitbit. A perfectly working watch, with zero issues, who I told everyone about how much I love my watch, and boom, Fitbit destroys it by not having any Quality Control. This is not a warranty issue, this is a Quality control issue on their end. 

In this instance, the product was built to perfection in my opinion. They do make a great watch, but what would make fitbit a great company? Taking care of the people who's fitbits have failed due to their update, apologizing for the inconvenience, and moving on. 

What would happen? Well, fitbit pays less than the cost of the watch to replace, keeps me as a customer, I purchase a newer version when the next one comes out, and I continue to buy watches for my family members. 

Does Fitbit not understand that they would make more money off of me by just replacing the watch they know they broke??? Just knowing this infuriates me as it is bad business on their end and their management is probably filled with what the industry would be called bean counters. Problem with Bean counters is they do not give up small amounts of money to bring in more. 

It's a very bad business model. Seriously. Fitbit would pay out $100 to replace my watch (cost to make I'm sure), and end up receiving over $500 over the next two years or so. 

What kind of company shoots themselves in the foot?

Moderator edit: Format

[Ajesh]

@Sfaynor  I agree! That's the thing that really bugs me! It was working fine until they decided to send out an update to their software! 

It really would be much simpler to replace first and then do an internal post mortem to root out the cause of their poor software quality. This so clearly their inability to test thoroughly before shooting it out customers. As an ex-software techie I get that bugs can occur, but do they not realize how bad it looks if they don't offer any worthwhile support?

I mean, they're not even bothering to wring their hands and make commiserating noises... 

Moderator edit: Format

[Bulldog5150]

This is a joke. They know its their fault and refuse to do the right thing. 

Moderator edit: format

[janetalso]

I made a call to support as a followup to my online chat.  I had hoped that they would recognize they need to stand behind their product and offer a replacement.  Although the support person was very nice, no such luck.  My ionic was purchased 1 1/2 years ago and beyond their warranty.  I find it terrible  to have purchased one of their top of the line products for $250 and they don't back it up.  That is a short life span for that much money.  I'm afraid this company won't be around very long.  They are also offering very little support to the android community who are experiencing problems with their fitbit.  They must be short staffed ( and short sighted) and having difficulty with their products.  I am moving on to another company.

[Mazza59]

Oh, I am sorry for u. Mine was $447 new! But it was gifted to me. Our Australian $ only half of yrs.... I certainly count myself lucky reading all the posts on here.

[YojanaFitbit]

Hi everybody, thanks for getting back to us.

My apologize for the issues with that you're having with your Fitbit Ionic devices. Your feedback is greatly appreciated. As you mentioned you can keep communication open with our team, they will be glad to keep assisting you. 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.

If you need more details about your warranty, feel free to get back to our support team. They are in charge to handle this kind of requests.

I'll be around in case that you need anything else. 

[DevonD]

I have been actively writing online reviews to major retailers of my experience with this firmware update fiasco:

I will never buy another Fitbit watch. They pushed a firmware update that killed my watch and refused to replace it. It was only 15 months old. This is the response I received from Fibit:

"Upon checking our back-end tools, we can verify that the firmware update on the Ionic was not successful since the update banner is still present. On the other hand, although your Fitbit Ionic is no longer covered by our warranty, we'd like to help you in continuing your fitness goals, thus we offered the discount code to purchase a new Fitbit device from our online store"

They took NO responsibility for killing my watch and refused to fix or replace it. They only offered a 25% discount for a new watch. They cannot break my watch and force me to buy a new one.  This is shady!

Moderator edit: Removed personal information

[Ajesh]

You guys seriously need to stop talking about the warranty and start addressing the issue that you have created. Your actions and negligence caused this issue. You need to fix this fast.Sent from my Samsung Galaxy smartphone.

Moderator edit: Format 

[SadhbhC]

@RicardoFitbit . The app is up to date. The desktop app is up to date too. The device is running firmware version 27.33.1.30 which is not up to date.  When I  was ocheck erfor updates for the app I'm told it is up to date. The banner for the update was on the app  for a day or two before disappearing. Now I can't figure out how to update. I've read the information you provided. It is not helpful in this case

Although based on the replies this thread has been filling up with, maybe I shouldn't bother updating. I think I'm out of warranty.

[Iain_K]

@DevonD 

Thats exactly how I felt

Fitbit dont even apply the warranty policy competently.  Why do I get a replacement and you dont, my device was past one year and I was spitting mad at Fitbits lame response, I have a replacement pebble coming on a slow truck from Indianapolis..  

So they are replacing mine, but I'm still mad seeing the way Fibit as a corporation continue to treat people that are in exactly the same situation as me.  Maybe its the commie socialist Canadian in me, but I was raised to believe that if you wish to be respected then you need to treat everyone the same way.

[edraac]

Was this update pulled? A few days ago I got the option to update, but since I was on vacation and didn't have WiFi at the moment, I decided to leave it for later. Today I opened the app intending to update my Ionic and strangely the option to update is not there anymore.