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.  

[TBranch]

I have the same problem! My Ionic was FULLY charged, I started downloading the update and now it won’t even turn on. I tried multiple resets, called customer service and they couldn’t fix it either. He told me sorry, it’s no longer under warranty and there is nothing they can do!  All I did was install THEIR update!!  Sounds like a scam to me! 

[Ecuamer]

I have been posting and emailing customer support since the day my watch
become unresponsive.
I am currently waiting for them to get back to me and let me know if they
will provide me with a replacement watch ( warranty expired).
I had to go through a supervisor and even then I was told I was offered a
25% discount a few months ago when I called in for a slight crack on my
screen .
My take is this firmware update was provided by them and it directly was
the cuase of my issue .

[Iain_K]

@RicardoFitbit @MattFitbit 

Still not addressing the real issue here of multiple bricked Ionics,  or answering the specific questions of

A: What exactly does the update address

B: How can you decline to run it 

I'm $300 out because the update that I didnt want based on other peoples experiences bricked my device, and Fitbits response has been absolutely pathetic.    

Moderator edit: Format 

[shawks03]

When I talked with customer service I told them multiple people are having their devices bricked from this update. They denied knowing anything wrong with the update. So I sent them a link to this thread. They didn't care, they just wanted to end the chat.

[Iain_K]

Due to "unusual review activity" Amazon are accepting reviews on Ionics only from verified purchasers, otherwise Id have left my feedback there.

Many recent reviews from pissed off (ex) customers

I got mine on ebay, and have left my thoughts there instead.  Its harder as the Ionic reviews are spread over multiple spots.

Make your voices heard, its ridiculous that Fitbit can issue a flawed update and then refuse to support customers.  Mine lasted 14 months, and half of that time it was not syncing consistently with outside apps like Strava anyway.

Moderator edit: Word choice

[Iain_K]

Walmart accepting reviews, as are a few amazon sellers

Moderator edit: Word choice

[shawks03]

I left a 1 star review on Amazon, Google Play Store, and BBB. I've also contacted a few tech bloggers.

As a software engineer for over 10 years, I know how difficult it is to design these near impossible systems. But there's just one thing you never do and that is release untested software. The second thing you never do is ignore your mistake and alienate your customers. This is what Fitbit just did.

[maorimobster]

Talked to a real human being instead of a chatbot. Within warranty period so getting replaced.

Don't know if it solved the issue but a real person soon sorted it out.

[tltan86]

i'm an android user and mine ionic is fine.

[kyla_s]

@SilviaFitbit and @MattFitbit - Thank you for addressing certain issues. However, what does Fitbit have to say about all the devices that are being bricked, fried, and killed due to this firmware update? The previous update (Fitbit OS 4.0.1) killed my first Ionic and I'm crazy hesitant to update to the newest OS 4.0.2 with the replacement I received. Please advise what Fitbit has to say about this issue. Thank you in advance. 

[wck777]

This update killed my ionic. It was fully charged and on my wrist and suddenly it just turned itself off and will not turn on. I have tried EVERY way to restart it and had a chat with tech support. They were totally unhelpful. Oh except of course to tell me that it is out of warranty and have a 25% discount to buy something new to replace the device you just killed!

What a racket. You roll out a device killing update and then try to get people to buy a new device. I think that violates any number of laws and I think you need to do something a bit more appropriate under the circumstances.

[YojanaFitbit]

Hi everybody, thanks for letting me know about the outcome of the steps that you've tried to update your Fitbit Ionic. 

@aviation thank you for your feedback. Sorry to hear about the issues you had with your Ionic. I noticed that you have a case open for this issue, please keep communication open with our support team. They will provided you with your warranty options.

@Noddyhawk I'm glad to see that your Fitbit Ionic is working as it should. We'll be around in case that you need anything else.

@benedikt.ebli thank you for reporting the issues with your Fitbit Ionic. You did a great job troubleshooting your Fitbit. This is not a current issues affecting iOS users. I've requested to our support team to create a case on your behalf. You should soon receive an email from customer support. This is not a current issues affecting iOS users.

@Noddyhawk and @SunsetRunner Thanks for confirming this information. I'll be around in case that you need anything else.

@Iuri1990 thanks for sharing your question, but we don't have information about the SpO2 Sensor on Fitbit Ionic. You can share you comments about this topic here. 

@shawks03 thanks for letting me know that your Ionic is not responding. Please confirm that you've followed the steps suggested here: Why isn't my Fitbit device's battery charging?

@TBranch, @Iain_K , @shawks03, @wck777 and @Ecuamer thank you for contacting our team and for all the steps that you've tried to fix your Ionic. Each scenario is different, but I think that you can use the option available according to your warranty information. Please keep communication open with our team, they will respond all your future questions. Thank you for your feedback too.

@maorimobster Thank you for jumping in, I'm glad to hear that customer support helped you out with your case.

@tltan86 I really appreciate your feedback. Thanks for visiting the Fitbit Forums.

@kyla_s Sorry to hear about what happened with your previous Ionic. Updates are meant to help Fitbit devices to improve connectivity and features. If you want to hold on for this update you can do so, but eventually you will have to update it. Let me know if you have more questions. 

I'll be around. 

[wck777]

How did you get them to agree to a replacement? Did you chat or phone call with support? Chat support offered me a 25% discount. What a total scam. Send out an update that kills the device then offer a discount.

[wck777]

You should be embarrassed to answer legitimate multiple users who experienced the same situation where your update totally killed perfectly useable devices with the statement to check with our warranty situations. It appears what you are doing is creating a situation to generate a new revenue stream from customers who would otherwise have no need to buy.  You send out an update that kills a device slightly out of warranty then offer a discount to buy a new one. The device was working perfectly before your update. A $300+ device should not have an expected life of less than 2 years. I think what you are doing is underhanded and probably illegal and you need to do more than put lipstick on a pig. Your company needs to do right by the people whose devices you have destroyed with your incompetence and replace them all!

[Iain_K]

@YojanaFitbit 

Really?  Each scenario is different?

They all look the same to me,

Angry Customers with bricked devices due to a faulty firmware rollout, being told, "Cant help if you havent given us any money in the last year, but if you like you can pay for a new device to replace the one we bricked" 

Your facebook bot just completely failed in its attempt to placate an angry ex customer.   Seriously "Apologies for the inconvenience. Your feedback is much appreciated and very important for us, as we always strive to improve our products and services." somewhat misses the required tone.

What can I tell you.  Try Harder!

[NEq1Guy]

@Iain_KI care less about the automated replies which are for generic interactions than about what they are actually going to do to help us unbrick our devices or send out new ones since this isn't a warranty issue it is an issue of their software update have made their devices inoperable.

[Iain_K]

@NEq1Guy 

Its clear they are going to do absolutely nothing.

Its going to be a bumper month for Garmin I suspect.  Hopefully there are some good deals for Black Friday.

[shawks03]

@YojanaFitbit Yes, I followed the steps you suggested and those suggested by support. The device remains completely unresponsive. My warranty is expired, so Fitbit expects me to buy a replacement after they're responsible for breaking it in the first place? No thanks! With the way Fitbit treats it's customers, I'm never buying another Fitbit product again.

[NEq1Guy]

@Iain_KI'm still having exchanges with their support team.  I think they are swamped with another iOS bug that they keep mentioning in banners when I log into their site.  They've been good about replacing previous devices that had problems.  I'm going to give them the benefit of the doubt until they prove otherwise and then I'll do the social media blitz on them afterward. As to Garmin, I'm wearing my Vivoactive HR right now which I replaced with Ionic since I want to minimize data loss.

[Iain_K]

@shawks03 

You, me,  plus anyone I know who is foolish enough to be considering buying from Fitbit, 

There are four Fitibit trackers under my roof alone, Fitbit can forget any chance of selling us replacments  for any of those along the way.