Iconic Battery Issues

[Bianca_a]

Please does some one have a number i can call to talk to customer service or a help desk? i have been trying to contact them via email and keep getting sent back to this forum. I left my ionic at home while i went on a week holiday, came back it completely dead and it now wont charge at all, i keep getting told to reset the watch which is impossible as it is completely dead, its not even 6 months old and need a real answer other than 'turn your phone off and on' do i need to take it back? is this an issues others have had that cant be fixed??? a phone number would be awesome as i cant for the life of me find one! cheers

[N8teGee]

You can contact customer support here, there should be a number of different options available depending on your country and what time of day it is. 

[Bianca_a]

Thanks I have tried this and it keeps sending me back to the community page. Is there a number I can call??

Sent from my iPhone

[SunsetRunner]

Hi Bianca_a,

Where are you based? If in Europe, I am pretty sure that they don't show the phone numbers when they don't have phone support available. To be honest the support hours are awful, they are based on US time. Same with the live chat. But in the US the hours are 4am to 9pm, 17 hours of support!)

Maybe go to that link and try changing the location (bottom right corner) to US and see if you can access the live chat?

[Bianca_a]

Thanks for your help, in Australia but will try change location 🙂

Sent from my iPhone

[SunsetRunner]

That would be even more difficult for support I'm sure! Best of luck!

[Bianca_a]

Right!!! Thanks anyway 🙂

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[Colinm39]

@Bianca_aThat's odd because when I use the Support link I can always email Support..  I'm a stickler for evidence and this helps me with issues.. here is the link  https://help.fitbit.com/?cu=1

Get through the form filling and you eventually get to the Email us..

[Bianca_a]

Thank you!! Link took me straight to a phone number!! 🙂

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[Colinm39]

@Bianca_aI have just phoned that number and gave them my complex support issue.. See result at the end....

I have been researching my battery issue for a month.

After about 3 months the battery started discharging on consecutive charges suddenly at 2.5, 4 and 4 days, all from about 50%..to dead flat.... I wasn't using GPS.. One of those was while I was asleep....

I did a factory reset, and a full firmware update again...and eventually 3 consecutive restarts.

I'm now getting 6-8 days out of the watch, mainly Workouts and 24/7, no GPS.

BUT.. a fortnight ago I was watching TV and the battery was discharging from 58% to 33% in 1 hour.. I happened to look at the watch to see what my HR was doing while watching an intense movie..There was no Workout running like . So I caught the discharge. I restarted the Ionic and got another 2.2 days and recharged at 3% .  That "tells" me it could be a software issue..

I also deleted the Apps on the Ionic that I don't use because I feel it's either the OS has gone rogue or an App..

After ringing that number I have just received an email for a replacement offer because I had documented all of my testing in Support emails. I was on the phone for 29 minutes while they went through my Support case #.  Great service.... A complimentary replacement or 50% of a newer model.. I opted for the first offer.. Another test...

[KylieHG]

I have exactly the same problem. Any luck with a solution? 

[Bianca_a]

Not yet!!

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[Colinm39]

@Bianca_a @KylieHG If you happen to catch a sudden discharge, restart the Ionic and see if that becomes usable again.

That will givethe Community and  Fitbit some more hints of whether it's battery, OS or App issue.

I'm sure if you arrest the battery's rapid discharge as I did it's pointing towards logic of the Ionic....

[MarreFitbit]

Thanks so much for your help and recommendations @Colinm39. I'm glad to hear that you were offered a replacement. 

I've seen that you've been in touch with our Customer Support Team @KylieHG. Some instructions were sent to you, please check your inbox! 

Have you called @Bianca_a? My friend @Colinm39 has shared the phone number in this post. If you haven't called for any reason, let me know and I'll be more than glad to created a support case on your behalf. 

For the rest of you in this thread. Honestly, I'd like to give thanks for the feedback you've provided towards our product. Rest assured that our engineers and product development team use this information to further improve our products and services which lead us to release new Fitbit trackers. 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. 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 that feedback.

If the battery on your tracker is draining too quickly, first I'd recommend taking a look at the article: Can I improve my Fitbit device's battery life?

Let me know if there's anything else I may assist you with. 

[Colinm39]

@MarreFitbit Plenty of emails. Replacement due tomorrow from FedEx to Melbourne. Great service.. 😊

[Bianca_a]

Hi,
No I havent had a chance to call as yet!
Cheers,
Bianca


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[MarreFitbit]

I'm glad to hear you're happy with the customer service you received @Colinm39!  Hope you keep enjoying your Fitbit Ionic my friend. 

If you want me to create the support case on your behalf, let me know @Bianca_a.

I'll be around guys, tag me if you need anything! 

[Bianca_a]

Thanks Marre, but I will call in the next few days, I have had visitors up and it’s been a bit crazy so once they have gone I will give them a call.

Cheers 🙂

Sent from my iPhone

[Colinm39]

@Bianca_a  Life gets in the way in many instances... I'm keeping an eye on many elderly family relatives, immediate and in-laws..  That's why I email support.. I build up a case..

I enjoy my Fitbit's and accept there will be hardware/software issues. but building the case helps..

You will get some boiler plate replies, but this method gives you time to enjoy your friends, relatives and visitors while building up your case....

Here is the link again    https://help.fitbit.com/?cu=1

We are fortunate in Australia we have this option because I believe in the US that only appears after hours etc.. Some of us don't like using the other options..

[Bianca_a]

Thank you everyone for all your help! I had a little down time and opted for the ‘live chat option’ within 10 minutes I have a replacement on its way! You guys are fantastic! Have a great day 🙂

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