Ionic: Unresponsive device

[Markyboy307]

Looked at my ionic to see if it needed charging and it said 71%. Left it on and had a shower and now the screen is blank. Tried charging and pressing buttons, removing link to phone and nothing is working. Any help appriciated. It is under 2 months old.

Moderator Edit: Subject for clarity 

[Cobra80]

I feel your pain. My ionic died with 96% battery power. It was only 15 months old. Looked brand new. I have loss all confidence and faith in Fitbit. It’s lack quality workmanship. I wouldn’t recommend it as a product. I missed my weekly challenge community. But I don’t miss it enough to waste another $300.

[Nicky89]

Same here.

Today I went for a swim and now my Fitbit is dead as well. I guess the battery, because when I put it on the charger, nothing happens... None of the troubleshooting tips mentioned here does anything, no sign of life at all...

[Pete85]

I've had my Ionic for about 18 months now and I can now add this to the seemingly endless list of problems with it. I guess I'll be looking for a new fitness watch now. 

[DuhProf]

I have the same problem with my ionic that everyone in this thread is reporting. The Ionic I received for Christmas suddenly died while I was wearing it on March 18. It had a full charge just before it died. It does not respond to attempts to restart, turn off, or anything else. It is just dead. Loved it when it worked, but it really died quickly and without anything from me that would have caused such a catastrophic failure. since my wife bought it on Black Friday, it is just outside the window for returning through our credit card and Fitbit makes it hard to contact them about problems. If nothing else, I'd like to either return it or get it fixed. Fitbit needs to explain clearly how someone in my situation can get that done.

Moderator edit:  format

[Nicky89]

If you only bought it a few months ago, isn't it still under warranty?

[DuhProf]

I contacted Fitbit by phone. They agreed to replace the device. Everyone with same issues should contact Fitbit. Post what they offered you to the forum so people will see the solutions offered by Fitbit when this happens.

[Cobra80]

I was only offered a 25% discount, which I’m not willing to take. 3 Fitbits in 4 years. I cannot buy another even with the Reduction. Fitbit should be willing to make all us whole with replacements, not just a few.

[Nicky89]

Why only a discount? Aren't there legal obligations regarding warranty? I sent mine back to the reseller yesterday. I have it for 14 months, but in Europe the warranty period should be 2 years. Don't know about US though, but I guess it must be a year at least?

[Ipak]

My ionic also died unexpectedly.  I went through the three button factory reset and the watch vibrated at the end of process as expected but screen is dead, it does not communicate with the Fitbit apps, and is dead!   I love the watch, but I am very disappointed with the quality of its electronics - it should not die after several months of normal usage.   

[RicardoFitbit]

Hi @DuhProf , @Cobra80 and @Ipak prior assisting with your concern, let me give a warm welcome to our Community! I'm glad to see you @Nicky89 and @Pete85  participating in our Forums. I'm happy to give a hand with this situation.

@Cobra80 I'm sorry to see that you feel that way due to your Ionic concern. Even though your Ionic is not under warranty, to resolve this specific situation I'd recommend you to check Why isn't my battery charging on my Fitbit device?. After taking this information in consideration, please try restarting your device. Same for you @Pete85and @Ipak and let me know the outcome.  

@Nicky89 Can you please confirm if you tried the steps above? Also, for any warranty inquiry you can always refer to our Return Policy and Warranty for more details.

I appreciate your suggestion and comments regarding your experience via phone with our Support team @DuhProf, take in consideration that every case is completely different, however, Customer Support always refer to our policies to provide assistance. 

I'll be waiting for your replies, please keep me posted and let me know if any additional questions are yet to be answered. 

[Cobra80]

I’ve tried everything you suggested and more. I’ve exhausted every avenue to no avail. Nothing nada works. It’s dead/unresponsive. It was not wet when it Blake’s out; it had 96% battery :battery: life.

[Ipak]

This Ipakchi.

I did try to have my Ionic charged using both the USB and stationary charging units for several days to no avail. The pins are clean. When the ionic died a few days ago, it had about 50% charge. It was operating okay when I last looked, and half hour or so later the screen was dark and it was dead.

I had it on the charger for several hours and tried the three button reset, it vibrated after releasing buttons but nothing came on. I kept It on the charger, and resetting it several times the next days, at one point I noticed a very faint light on the screen during the reset and it went dark after a few seconds, and nothing worked. It seems some circuit has failed inside the watch.

I loved the ionic, my wife has a Versa, and we also have a Charge II as well, but having it die in less than 12 or so months is very disappointing.

Should I send the watch back? Is there any recourse - how can Fitbit help me to have a working Ionic?

Ipakchi

Moderator edit:  removed personal information

[Nicky89]

@RicardoFitbit 

I confirm I have tried it all. The device is simply dead. Meaning: doesn't respond to anything. Nothing helps. Completely soulless. 

[RicardoFitbit]

Welcome back @Cobra80 @Ipak and @Nicky89, thanks for attempting the troubleshooting steps from my previous post, I'm glad to followup your concerns. My apologies for the delayed reply.

@Cobra80 Thank you for the troubleshooting that was attempted. I’ve reached the limits of what I can do for you here on the public Community Forums, therefore, I recommend you to contact our Support team in regards the resolution they gave you for more details. 

@Ipak and @Nicky89 , thanks for your patience and for having tried to troubleshoot this situation. I've contacted our Support team to look into this concern and provide you with some options. Please keep an eye on your email inboxes for further instructions.

Please keep me posted.  

[Cobra80]

How do I contact the support team? Will they repair my watch or replace it?

FAMU Rattler 🐍

[Cobra80]

I amazed that Fitbit does not stand behind its products. We are not talking about devices that have been worn for years. Also, plan obsolescence is merely a year. There are multiple reports of failures that have to do with design and manufacturing flaws. Do the right thing for consumers. Or abandon the idea of being in the smart watch industry, if they can’t last longer than one year.

[RicardoFitbit]

Hi @Cobra80 thanks for your reply and update, I'm glad to resolve your inquiries.

You can contact our Support team in the same interaction you had with them for more information and details about their resolution in regards your Ionic watch and your warranty concern. Your feedback is appreciated. 

Don't hesitate to ask any additional questions you may have.

[Spen86]

The exact same thing happened to me tonight. I’ve emailed Fitbit to get a response to what I should do. 

[RicardoFitbit]

Hi @Spen86 welcome aboard, I'm glad to check this for you.

I'd like to share with you that our Support team informed me that they're already providing assistance with your Ionic concern. That being said, I suggest you to periodically check your email to move forward and for any update from them.

I'll be here if you need anything else!

[Cobra80]

I'd like to share with you that our Support team informed me that they're already providing assistance with your Ionic concern. That being said, I suggest you to periodically check your email to move forward and for any update from them.

I am not clear on the efforts of your Support team. Can you explain exactly what assistance they are providing, beaus of now no one from Fitbit is currently assisting me.

FAMU Rattler 🐍