Ionic Black Screen and Will Not Start Up

[OferGrosz]

It seems to be a lot of people with the same problem as of recent. My Ionic quit receiving notifications and then at midnight it would erase the previous day stats from my phone app (It said it was syncing) and I started to look back at the app and the last saved date was 02/05. I also seen there was an automatic update on 02/04. Customer Service says that is not the problem, But my watch was working fine up to that point. I decided to uninstall everything from the phone and factory reset the Ionic and everything was going fine and halfway through the install the watch shut off and that is when my Ionic died. Have not been able to reset/start it since then. Called Customer Service and the person could see I tried everything they would suggest to fix it. So the only option was to offer me 40% off with FREE expedited shipping. I decided to think about it and I went to Best Buy and low and behold They have sold a ton of Galaxy Watches to People like me (YES, I am wearing one right now) due to this recent problem. I have up to 30 days to return it if I dont like it. But so far that does not be the case. Fitbit has not convinced me that this is not a software update issue that caused this. The coincidence of so many other people having the same problem in the same time range......Well enough said. My Galaxy Watch tells me to go for a walk. 

[New_Jen]

After using the help chat last Wed. when my FitBit died and being offered the same deal as others have noted for my 16-month old device, I posted a complaint on an external site. I’m not certain if it was Sylvia’s intervention or that post (which as of yesterday wasn’t live yet), but on Sunday afternoon I received an email from FitBit requesting more info., and on Tues. they followed up with an offer for a 1-time replacement or 50% off another product. I chose replacement. Hopefully  it wIll work correctly and last as it should. I’m also hopeful that this may mean they are starting to acknowledge the high failure rate?

I have been a loyal FB customer since late 2012 and never had any issues with my previous devices (both FB Ones). I would prefer not to be forced to switch. Sylvia, I appreciate your help with this.

I will try to remember to update here once I’ve received and set up my replacement Ionic. Fingers crossed that you all get help with yours, as well.

[Willar]

I actually purchased an Apple Watch. Fitbit is sending me another ionic it appears mine was still under warranty. They did everything to get it to boot up.

Sent from my iPhone

[CharlieEth]

Thanks Jen.
I’m still waiting to hear from someone regarding the issue ......


Sent from my iPhone

[mpittsjohnson]

The same thing started with my Ionic. I am using my husband's old one, but I still can't get mine to work even after reading all the troubleshooting messages. 

[Nsabato1234]

I just called customer service to see if they are now giving a one-time replacement.  They said they cannot speak about other cases AND they cannot offer that to me.  My mind is blown that now some customers (outside of the strict 12 month warranty) can get a one-time replacement, but not other customers.  Is that even legal????  I asked what I would need to do to determine if I qualify, and they basically said sorry it is outside of out 12 month window.

I purchased the Adidas edition this month in hopes it wouldn't have the same components of the plagued Ionic.  No such luck.  Don't try it.  Same watch with different software.  I am certain that 14 months from now this watch will have the same issue.

I am getting a return label, sending back the Addidas Ionic and I am done with Fitbit. 

The public needs to know about this horrible product, with terrible customer service.  I am going to do my best to spread the word.

[iKermit]

Tried all of the 'official' suggested ways to restart the watch (read/seen on YouTube a hundred times already) and of course didn't fix the issue.

Gone to Ticwatch for a WearOS experience... a gamble you say? same level of risk if i bought another Fitbit (never again).

[JRandy]

Watched worked fine until mid-morning and then screen went "BLACK". Can not turn on. At 7AM watch was taken from charger and battery showed 100% charged and was working. I put watch back into charger after returning home from work but no indication watch is working (Black Screen). What to do?

[JRandy]

Watched worked fine until mid-morning and then screen went "BLACK". Can not turn on. At 7AM watch was taken from charger and battery showed 100% charged and was working. I put watch back into charger after returning home from work but no indication watch is working (Black Screen). Watch is only 6-months old.  Seems like getting new watch every 6-months for $270 even with 40% discount isn't at good deal. What to do?  Is there a more reliable fitness watch then Fitbit?

[Mandan85]

Was yours under warranty though?? Or did you tweet your problem and that's why they replaced it? Because I'll tweet if that's what gets me a new one out of warranty!

[kegbuna]

Mine just completely bricked as well. Black screen no response. I will tweet at Fitbit support as well but this was a replacement for one that bricked previously. I can't imagine getting anymore fitbits after this but like one of the previous posters said, that Aria scale keeps us kinda invested. That said, gdpr states that we should be able to download our data so maybe i can port it to something else.

[Willar]

Mine was still under warranty.

Sent from my iPhone

[MarkH68]

I contacted them via email, mine was 17 months old and they offered a
replacement or 50% off a new model

[Username1770]

I'm an android user and went with the Samsung, Awesome watch. like it much
better than the FB ever!

[mueller623]

Wow, you're pretty balsy. Glad it worked. They should do that for everyone. We all seem to have the same problem and they all went dead after about the same amount of time. There should be a recall or service bulletin. National news and a social media campaign would perhaps hasten them into being more proactive in retaining and gaining users.

[JRandy]

Thanks all. One of my coworkers said to clean recharging connect points and
than hold down both right side buttons (system reset). This worked for him
but did NOT work for me.

This is my second Fitbit. The first died in 6 months and the second in 4
months. I see a trend here. Looks like Apple time for me.

I do appreciate the feedback and recommendations to look elsewhere for next
watch. JR

[Willar]

Okay.

Sent from my iPhone

[JRandy]

I called Fitbit. After talking with Phil explaining my black screen, going
over my reset attempts, my steps cleaning connection terminals, checking
warranty (purchased only 6 months ago) and letting Phil into my Fitbit
account, Phil sent me an email to replace my old Iconic with a new one.

I completed the email and the new watch will be delivered in 5-7 days.

Once Phil connect with me on the phone to sending in replacement request
was less than 10-minutes. While I am disappointed in my old Iconic sudden
and early failure, Fitbit provided great customer service. JR

[kegbuna]

While Fitbit does seem to replace these devices after some hounding (though
some are reporting only getting offered a discount), it's a bit worrisome
that updates keep getting pushed that brick the device.

I'm sure there's a QA process in place by now as this has happened before,
but what is going on with the hardware?

--

Moderator edit: personal info removed

[Willar]

I personally believe that it was a software malfunction. My Fitbit was replaced because it was still under warranty. In the meantime I purchased an Apple Watch. I received the replacement Fitbit this past Friday.

Willar

Sent from my iPhone

[SilviaFitbit]

Hey everyone! Thanks for participating in the forums, I apologize for the delay in the reply. 

A warm welcome to the Community @CapeGreco. Thanks for sharing your experience with your Fitbit devices. Your feedback is appreciated and we're always working to provide you with watches and features that can help you reach your exercise goals. 

Each case is reviewed individually and the option that's provided is based in the Fitbit Warranty. 

Thanks for getting back @Willar. I'm glad to hear that you're getting a replacement. 

Thanks for letting me know the option that you got from Support @New_Jen. I'm glad to hear that you've been a Fitbit customer since 2012. Regarding your question, each case is reviewed individually and the option that you're given is based in the Fitbit Warranty. 

Welcome to the Community @mpittsjohnson. Thanks for the troubleshooting that you've tried. I would like you to confirm that you've tried restarting it and fully charging it but this time try changing USB ports. 

Great to see you around @iKermit. I appreciate the troubleshooting that you've tried. If you would like, I can create a case on your behalf with our Support team, so they can continue assisting you on this. 

It's great to see you on the Community @JRandy. Thanks for the details that you mentioned. Our Support team provides options based in the Fitbit Warranty. 

A warm welcome to the Community @Mandan85 and @kegbuna. I wanted to create a case on your behalf with Support but they mentioned you already have a case with them. Please continue the communication through email, each case is reviewed individually and the option that's provided is based in the Fitbit Warranty. 

Thanks for sharing the resolution that you got @MarkH68. 

I'll be around if you need further assistance.