Fitbit ionic screen falls off

[Feelbitfit]

The entire face fell off my ionic and all of its guts came out! They replaced it in December and today the face fell off the replacement too. Anyone else having this problem? I am not rough on the watch and I have never dropped it.

[DavideFitbit]

Thank you for this information that you've shared @Angiemarie and @JessSinful, I've been informed that you both have cases created with Customer Support and they're providing you with assistance. 

[Jason01]

Yup mine just happened yesterday god ya get the warranty thx

[DavideFitbit]

Hello @Jason01, thank you for reporting this, I'm sorry to see you've found the same problem with Ionic screen. 

While sending your information over to Customer Support team I've been informed that you already have a case created with them and they're providing you with assistance. 

I hope everything goes well, keep us posted. 

[Jason01]

We've looked everywhere for the receipt can't find...... Found receipt for the scale and both Blaze Fitbit...not sure what else to do

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[johneric8]

It would sincerely suck having to do damage control here on these forums as a fitbit moderator.  Kudos to the moderators because I couldn't imagine trying to pick up the mess for fitbit's shortcomings.

Here is the scoop,   moisture gets into these watches sooner or later the seal is bad and the watch was not properly tested. 

After 5 months of owning my Ionic the screen fell off as pictured.  They sent me another one and it took about a month.  The new one lasted right outside my warranty and they basically told me too bad.  Some guy from india whom was totally rude and I couldn't understand his english.

Anyway,  my second watch the screen didn't fall off but the screen went corrupt out of nowhere.  I'm a couple months outside my warranty and fitbit had the nerve to ask me to purchase a new watch at a 40% discount.  I'll be honest,  I was beyond livid! There is no way I should go through two watches in a little over a year.  A $300 watch should have a much longer shelf life considering it's got tons of competition.

Hopefully,  they make it right and do a recall,  or allow our watches to be fixed.  12 months is not enough for the lemon that the Ionic is.

Moderator edit: Removed personal information.

[Carolkf]

Sorry to be the bearer of bad news but you , like myself and many others on this forum, are out of luck. Your complaint has fallen on deaf ears. I have left Fitbit behind for Apple and I tell all of my friends and family exactly how Fitbit treats their customers.

[Feelbitfit]

I am the person who started this forum when my watch face fell off a second time on my second watch. I wondered if anyone else had this problem. Based on the response, it’s obvious there has been a problem with the watch face but there is no recognition of it by Fitbit. Also, when they replace your watch they have the option to give you a refurbished one as opposed to a new one. I’m sure that is why you had a problem with the screen on your second watch.

They have not offered any solution once you are out of the year warranty. I tell everyone to buy a plastic screen protector to help hold the screen on. But of course it is not offered by Fitbit.

I agree with you that it must suck to be the moderator for this site because all they can ever do is reference customer service or remind us about the one year warranty limitation, which they do very often. They have never acknowledged that there is a problem. I’m sure Fitbit doesn’t want the liability, but I must say that the big companies with integrity will own up to their mistakes and make corrections. Sadly, this has not happened.

Sent from my iPad

[johneric8]

Thanks for responding back feelbitfit.  You're right it's very obvious to everyone and I'm sure even the moderators that the Ionic has some major inherent issues that plague it.  And I also believe you're right on fitbit sending out refurbished watches because the one they sent me didn't appear new.

I appreciate you offering up and idea for a plastic screen protector even though we can't be sure whether that actually really helps or not,  even though I'm sure it can't hurt.

I'm really hoping that fitbit gets hit with a multitude of ionics that malfunction and upset people whom stay on top of the situation.  This may be our only saving grace to get some resolution.  I get that a 12 month warranty is acceptable in most cases, but the issue here is that there shouldn't be so many issues that occur in or around that 12 month mark.  From all the people I've talked to there are very few whom have had an ionic make it without issue past the 12 month warranty.  I honestly don't think fitbit was prepared for the amount of issues the ionic has succumbed to.  I believe this is why there is no word from them,  they really weren't prepared for this.

My wife bought me a charge 3 as a gift after my ionic failed and at first I was like "send it back"..  But,  it was a gift and I'm anxious to see if fitbit has learned anything behind the scenes in terms of actually making a better sealed watch?  One of the things I've learned at this point when it comes to fitness trackers,  is that fitbit lost me 100% in terms of investing in their higher end watches.  I was one of their customers that would of bought the latest greatest but I wouldn't dare do it again after I saw my hard earned money get flushed down the toilet with the Ionic.

It is 100% unacceptable for any of us to spend $300 on a watch that can't even make a year before going belly up.  I will never buy a high end model from them again after how I've been treated with my beloved Ionic.

[KSA1011]

The same thing happened to me today. I purchased my Ionic while living overseas in November 2017. The screen popped off in June 2018 and Fitbit sent a replacement. Unfortunately, now, in January 2019, the replacement’s screen is starting to come off. I contacted Fitbit and they said since the warranty is on the original, I am outside of the warranty and there is nothing that can be done. I was also informed that the warranty of 2 years in Europe doesn’t apply because I have now moved to the U.S. and it is based off my current residence. Needless to say, I am sick to my stomach of the 6 month life on the screens of a nearly $350 watch. When I had the Charge HR, I also saw manufacturer issues. Safe to say, it’s time for me to rethink remaining a Fitbit user.  😕

[YojanaFitbit]

Hi everybody, thanks for reaching our the Forums!

@Jason01 Thanks for chatting with our support team, I've requested a new case for you! You will get some important information via email shortly.

@johneric8 Thanks for adding those images. We're glad to see you around, thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along. In case that you have more questions about your Fitbit warranty you can get back to our support team via email. 

Thanks for your feedback @Carolkf! Your voice is being heard. We're actively reviewing your responses and providing feedback to our product development team. 

Sorry for the issues with your Ionic @Feelbitfit. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. 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. 

@KSA1011 Thanks for your honest feedback and for reaching out our support team yesterday. They will check the details of your case and give you the option available depending on your warranty details. In case that you have more questions, please reply their email. They will be in contact shortly.

Thanks for your understanding. 

[Jason01]

As I said bought it from sport check in West Edmonton mall can't find the original receipt but I'm sure if you check back to see when it was activated that would be when I bought it......?

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[YojanaFitbit]

Hi @Jason01, thank for sharing this information. I think that our support team will give you a hand with this. You should soon receive an email from Customer Support at the email you used to register with the Community forums.

Let me know if you have questions. 

[Jason01]

Ahhhh sent it out yesterday as instructed by the Fitbit team already.....you guys need to communicate to each other better thx though

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[KSA1011]

So, Fitbit contacted me again after my forum post and had an even worse offer...25% off another Fitbit device vs. their first offer of 40% off another Ionic. Here’s the thing, I have now had 2 Ionic devices in about 13 months and it is clear from the other forums that this Ionic screen is a problem. I have been a Fitbit user since 2012, purchased different versions for both me, my friends and family over the years, and have had subpar customer service in exchange for my brand loyalty. Why spend more money with a company that doesn’t value its customers enough to stand behind their products or warranty, which can change from 2 years when I got it in Europe to only 1 year now that I am back in the U.S.? I am disappointed in Fitbit and will not be recommending the product nor purchasing a device again. This longtime customer is gone.

[Feelbitfit]

I really don’t understand why they didn’t honor your two year warranty. You purchased it in Europe so the original warranty should count. I just don’t understand their reasoning.

Sent from my iPad

[nhahn15]

yep, same thing happened to me. Wonder how many other people had this same thing happened but were unable to log on and create an account to complain about it. 

Yeah, this is a joke. If the devices can barely last a year or even less, may as well buy something from Xiaomi and pay 20% of the price. My situation is even worse as I am currently in china, so I am not even being offered a discount on a new purchase. Needless to say, it seems that the company is not acknowledging this was a production mistake on their part because a very high percentage of people would fall under any extended warranty or recall. Needless to say, I will think twice before purchasing anything from fitbit again!

[vicpoole]

I contacted Fitbit support & they sent me out a new one! Top marks for customer service Fitbit!

[nhahn15]

Well, if you are a real person, I hope that you dont have your subsequent watches also fail like many on here have. That said, it is a bit strange that nearly immediately after my negative message a very vague and simple message is sent praising the terrific customer service. Hopefully a coincidence, but its a known fact that companies pay people to clean up for them on user boards like this.

[vicpoole]

nhahn15 - I am a real person! My screen fell out - same as you! I tried to glue it back in - which was successful, but the battery life then shortened so much that I ended up having to charge it every day. At that point - I contacted customer service & to my surprise they agreed to replace it!

I do believe the adhesive used in early Ionic models was not up to the job. In reality - they should do a product recall . . . There are simply too many complaining about the screen falling out for it to be some coincidence of any sort.

Best thing to do though guys is contact customer support and hopefully they'll replace it

[KSA1011]

Was it after a few months or one year? Fitbit does not replace anything after one year has passed.

Sent from my iPhone. Please excuse any errors.

Best regards,

Moderator edit: personal info removed