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. 

[LC610]

I have already given up and purchased a Garmin watch, but wanted to come on here just to say, "me too!" My fitbit Ionic died a few weeks ago at about 14 months from the original purchase. I originally thought it was due to water damage (which shouldn't happen on a device meant for swimming), but now I'm realizing my fitbit seems to have died the same way everyone else's has. I spoke with customer service via chat, was offered 25% off. I responded to their e-mail, they stuck to the 25% off deal. Even reached out via facebook, only was offered 25%. Not sure how people are getting offered 40% (which I still wouldn't use) or replacements because I feel like I've tried all avenues and they haven't been helpful at all. Obviously these Ionics are having problems that are NOT due to user error. They need to stop selling these devices until they can figure out why they die at 14 months.

[BSOD]

Wow,  This is my first time on here an just reviewing the first several pages of problems the BSOD is a common thread in the highest comments categories several times over.   Looks like it is time to do a little data mining fitbit on your message boards and listen to your consumers.   I wonder how many total BSOD issues there really are if new strings were not started as I saw 3 or 4 in 3 pages of strings. 

My fitbit gave me the clockface err yesterday, today may it rest in peace.   I have tried everything to get her to restart buy rest it's heart monitor it no longer beats.   I did not open this gift for a year after receiving it so have now only used it for about 6 months, and if that is as long as it can last without submersion, it is simply not worth the money to replace even at 40% off fitbit.   Shame on you for not standing behind your products.   How many thousands of hours have been spent combined by all of the people and customer service personnel for something that is grossly wrong with the product.  Since it was purchased at Nordstrom and they understand customer service perhaps it should be returned there for an RTV and you can have it back and study the incompetence of customer service and the necessary product repair to end this consumer fraud.  No I won't open a customer service case, after reading this forum, it is only a further waste of time.

[TFH2]

Exactly the same problem as many many other Ionic owners, this, after having my Surge changed three times. 

[RicardoFitbit]

Hello again, I'm happy to continue providing assistance with your Ionic devices, my apologies for the delay in responding. Welcome to our Community Forums @Tollib @adosso93 @Lisa5472 @LC610 @BSOD and @TFH2. Nice to see you again posting  @johnk85 @Roman-A @kegbuna @drizzledown @SunsetRunner @SunsetRunner @mueller623. 

Thank for sharing this information with us. It's also very important for 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. As mentioned before, we don't want to create frustration in our customers since 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. Each scenario is different, but our team takes care of each case individually and provides the warranty options depending on the details of your Fitbit purchase. 

Note that we don't have the option to change our warranties or give more details about your personal information here in the Community Forums, if you have questions related to your warranty you can check this page or keep communication open with our support team for more details. 

Thanks for your understanding, let me know if you have any additional questions. 

[Roman-A]

Several people are dealing with the same issue I am. However, Fitbit is not
fixing this issue and it has caused many people to switch to other devices.
Offering customers a discount is simply not enough. Frankly everyone who
has this problem has been ripped off. This issue needs to be resolved
quickly otherwise Fitbit will lose another customer.

Moderator edit: Format 

[SunsetRunner]

Roman-A, YES!!!!

[BigBlue76]

The dialog goes like this:

Customer (x 100’s or 1000’s: My Ionic that I love has gone black like many others 

Fitbit: <<Platitudes, Platitudes, and More Platitudes with no real answers>>

Sad☹️

[flawalker]

Now I'm really upset -- see 10 pages of comments on what happened to my Fitbit.  My wife has an Apple Watch and loves it.  Looks like I'm about to buy me another watch, but not an Ionic.  This was my second Ionic, first one tanked while under warranty, this one is 7 months out of warranty.  appears this problem has been going on for sometime - like about 2 months and 10 pages of comments.  Doesn't look good for the home team.

I really liked the watch and told many people how much I liked it.  I'll give customer service a call but if they can't replace or give me some answers I'm off for a new watch.

[flawalker]

Well did my due diligence and called customer service. No help there. Did get a offer of 40% off on ionic or 25% off other watch.   Asked why I should spend over $200 on watch that may last 9 or 10 months. This is really insane. Tellls me they won’t stand behind their product. 

[adosso93]

It's so very disappointing to be sure. I will never buy or recommend FitBit
again. It would be a completely different story if they owned up to the
problem and made attempts to make it right with their customers. I am
looking at a Garmin, narrowing it down to a couple of choices. My
understanding is that their customer service is great (replaced a watch
after water got in the device, free of charge, no questions asked).
Actually, this is probably the last post I will make because I'll be
unsubscribing and deleting my account. I sincerely hope FitBit does the
right thing and best wishes to everyone else on this thread - I hope you
all find a suitable replacement that you're happy with!

[dglakeside]

Mine died last night suddenly.  Black screen, could not get it to respond, tried plugging it in to charge, nothing.  Then this morning, suddenly it said 0% battery, so I plugged it in to charge it, it got to about 22%, then next time I checked, black screen again and nothing.  It seems the battery is suddenly discharging down to zero for an unknown reason?  Very frustrating - Fitbit better get this fixed ASAP.

[BSOD]

It is only 10 pages on this string. There are many other strings they are
just named differently. Multiply that by the number of hours wasted.

[SunsetRunner]

Thanks adosso93! I gave up on Fitbit and am wearing a 46 mm galaxy watch. I looked it a lot. There are pros and cons re the features, but, it works!!!

[SunsetRunner]

I certainly hope someone stands up to them

[BigBlue76]

Here's my offer to Fitbit.... 

1) I experienced the Fitbit Ionic Failure on May 22, 2019

2) I purchased a new Ionic with the 40% discount offered by Fitbit Customer Service on May 24, 2019

3) I put the new Ionic in service and started using it daily on June 7, 2019

I am willing to check, test, and document my use of the Ionic to any extent that will help Fitbit diagnose, identify, and remediate any flaw, defect, or misuse that has led to the vast number of similar Ionic failures listed in this thread and others. 

Fitbit, if you indeed care about your brand's reputation, customer service, or being an effective provider of useful technology. please take me up on this offer to help you solve your problem at my expense. 

[SunsetRunner]

---

@LC610 wrote:

I have already given up and purchased a Garmin watch, but wanted to come on here just to say, "me too!" My fitbit Ionic died a few weeks ago at about 14 months from the original purchase. I originally thought it was due to water damage (which shouldn't happen on a device meant for swimming), but now I'm realizing my fitbit seems to have died the same way everyone else's has. I spoke with customer service via chat, was offered 25% off. I responded to their e-mail, they stuck to the 25% off deal. Even reached out via facebook, only was offered 25%. Not sure how people are getting offered 40% (which I still wouldn't use) or replacements because I feel like I've tried all avenues and they haven't been helpful at all. Obviously these Ionics are having problems that are NOT due to user error. They need to stop selling these devices until they can figure out why they die at 14 months.

---

All right so maybe I Don’t have all the answers but I can tell you what I do know. no one seems to have any idea or willing to admit that the Fitbit Ionic has issues. This current issue has a similarity in the dates and we can narrow it down to hardware or software. It seems like they have manufacturing defects and only has a life expectancy of approximately 14 to 18 months based on reading of the  comments on community forms.  This sounds like planned obsolescence!

This is Similar to refrigerators and freezers  that grandparents had or perhaps your parents had they were manufactured to last 12 to 15 years.

• Then the manufacturers realized because of the their quality that people were not purchasing or re-purchasing refrigerators. So in today world a refrigerator will only last 3 to 5 years at best you could have it serviced and repaired outside of your warrantee. The technicians will tell you that to repair with the parts and labor will cost you more with l than it would to replace it with a new model
• So after your Fitbit iconic craps out right after the warranty expires Fitbit is more than happy to give you 25% discount towards the purchase or a new one if you’re stupid enough to buy new one

So my conclusion is that Fitbit company is your drug dealer and the drug is the Fitbit Ionic.  You become so consumed about getting your steps in, winning competitions and monitoring your health that when  it craps out, you go through withdrawals, depression, lack of sleep over eating Because you have no idea how many steps taken over the course of the day.

[Will_C]

Same thing just happened to me. Had to reset to factory, update occurred, device dead on a device I’ve only had 15 months. Contact support. 40% towards a new one. Never again. This isn’t my first Fitbit but will be my and my wife’s last. We have had at least 8 Fitbit devices. Fitbit doesn’t stand behind their product and says  it can’t extend the warranty. Well it can sell an extended warranty so there’s that. 

[Harvey11]

I have only had my Ionic 7 months and have this problem. I have already had a 40% off for Ionic to replace a Charge. I expect a full replacement if the Ionic is not working. 

[Will_C]

They will replace your ionic but the replacement will only be warrantied for 5 months since yours died at 7 months.

[Cdhat]

Mine went black screen this morning. Had it since December, so it made it 7 months and now it is just done. Anyone had any support getting this fixed by Fitbit?