IONIC Synching/Bluetooth recognition

[BPFarricy]

I think I am done with FitBit. I had the Surge and now I have the Ionic. I do not know when this happened, but as we are all aware, the Ionic is not syncing after the dreaded update and now the app cannot find the tracker in my Bluetooth device list. I have done all the required steps that I could do to include:

updating the app,

reinstalled the app

unpaired the device (now my Samsung 8 can't find it)

reset the tracker

turned off and on bluetooth

restarted and shut down the phone

My next step was to call customer support. After 55 minutes on the phone, we reset the phone to start as if it was just out of the box. The reset failed, and after doing the 3-button reset, the tracker does nothing other than flash the FitBit logo and sometimes it tells me that the data was not cleared and to re-Sync. So I did it again, no joy. My Ionic is not working at all, and am unable to do anything with it. Customer service wanted me to send a video showing them how I did a 3-button reset. Who has the time for that? Apparently I did, but the video was too large for the e-mail, but I can get to the stage where it vibrates, and then its supposed to re-boot and prompt you to the setup page.  Not true, so now what?

As soon as my wife finds the receipt its going back. I may invest in another fitness tracker, but it will not be a FitBit brand unless they can fix mine before she gets home. I am thinking Garmin since its waterproof and does everything I need it to do. I am using Android 7.0, and it was working fine last week, until I noticed I was steadily losing time. As Morty , from the Rick and Morty animated series on Adult Swim so elegantly said it, "get your sh*t together". 

Regretfully,

Brian

[MaginB]

Thanks for visiting the Forums @BPFarricy! 

I totally understand your frustration to this matter and the hard time that this might caused you. Your feedback is very important for us, Fitbit is always improving their products and services and the Fitbit Community is the best place to make your voice heard.

I noticed that you have an open case with the Support Team, keep an eye on your email inbox for the next steps. 

Let me know how it goes! 

[JamieJames]

I am having this exact same problem.  I can not seem to find a number to customer service anywhere, so haven't called them, but have done all the things as well.  I know very well that this was an expensive gift from my husband, and now what?  Just screwed?  Please help me out here!!!!!

[BPFarricy]

I do, here it is. They sent me a new Ionic.

8776234997

Get Outlook for Android

[MaginB]

Welcome to the Forums @JamieJames @BPFarricy! 

Since this sounds a bit more serious, I've created a Support Case on your behalf. You should soon receive an email from Customer Support at the email you used to register with the Community forums.

@BPFarricy Thanks for your help! 

See you around! 

[JamieJames]

All good now.  Called customer support and we got it fixed.

[BPFarricy]

Thanks, all good now. I received a new Ionic on Friday, and is working great. Let' hope it lasts. 

Brian 

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wrote:

Thanks for visiting the Forums @BPFarricy! 

I totally understand your frustration to this matter and the hard time that this might caused you. Your feedback is very important for us, Fitbit is always improving their products and services and the Fitbit Community is the best place to make your voice heard.

I noticed that you have an open case with the Support Team, keep an eye on your email inbox for the next steps. 

Let me know how it goes! 

---

[MaginB]

Hi  there @BPFarricy @JamieJames! 

Thanks for the update, it's great to hear that you're back on track! Have you checked our Discussions board? There you can share your story, find some fitness tips, recipes and more! Give it a look!

See you around! 

[Trailhiker80]

Magin, I have case set-up right now. After doing the update, I am having the same problem.  I was told by the telephone support that since my device is 4 months out of warranty they will offer me a discount to purchase a new one.

The problem is that everything worked fine until I attempted the update.  That is a curious convenience that seems to recur throughout this forum.  Please be advised that after the next attempt to resolve this with Fitbit, I may request an investigation.

[Trailhiker80]

RESOLVED. It took an escalation request, but after a couple of attempts, more than 3 hours and different methods of syncing, the device is back to original operating condition.  Thank you FITBIT Support for not stopping until the issue was resolved.