Ionic button fell off after one day of use

[Aaron-j]

I purchased my Ionic yesterday.  Wore it to work today only to find when I arrived home that the left side button had fallen off at some point during the day.    

Needless to say, I am not impressed with my first Fitbit product.  It goes back to Best Buy tomorrow for exchange.  If the second one is similarly fragile I'll be headed back to Garmin products.  Is this a known issue with the Ionic?

[mitwess]

post a pic

[munozyoshi]

Don't believe I've seen any further reports of buttons falling out. I've been wearing mine nonstop since Friday and it's held up well. 

[Breezygirl8]

I did see someone else post about the top button coming off and they posted a video a couple days ago. I bumped the post so it’s on the current page. Titled something like “Fitbit Ionic Design Flaw”. 

[mitwess]

can you post the link to the thread where the other person had button issues?

[Breezygirl8]

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@mitwess wrote:

can you post the link to the thread where the other person had button issues?

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https://community.fitbit.com/t5/Ionic/Fitbit-Ionic-Design-Flaw/m-p/2219856#M3789

[AlessFitbit]

@Aaron-j Hi, there! I'm sorry to hear you had some difficulty with one of the buttons on your Ionic. Certainly, this isn't expected and we'd like to investigate what happened. I've created a case on your behalf and escalated it to our Support team. They will provide instructions on next steps. Please keep a lookout for an email, someone will be reaching out to you soon. Let me know if you have any questions. 

[Aaron-j]

Aaron Jacks


Sent from my iPhone

[Aaron-j]

Photo attached.  Now on Ionic #2, hopefully this one is ok.

[AlessFitbit]

@Aaron-j Thanks for the picture! I've escalated this concern to our team since this is definitely not expected behavior. I hope you enjoy your new Ionic  Let me know if there is anything else I can help with.

[bill-run]

Hi Aaron,

I lasted a bit longer - Button fell off my Ionic on day 4 whilst I was swimming, so obviously water got into the watch and ruined it. I think there is a design fault with it as the buttons are falling off after only light use.

Fitbit have asked me to send it back to them, which I have done, but I have been told that they won’t send me a replacement until up to 7 business days after they have received it!! This could be over 3 weeks from when it broke. Disgraceful.

I have had 4 other Fitbits (because they keep on breaking) but liked the sound of this one. I am very sad to say that based on this I cannot recommend it. Tempted to get a refund and buy an Apple Watch.

[Aaron-j]

Sorry to hear another person had the same problem. I exchanged mine at purchase location as I refuse to wait that long for replacement. I will say the one I have now seems to be holding up fine so far. Hopefully it was just an early production problem that they've fixed. Good luck.

Aaron Jacks


Sent from my iPhone

[Hiwata]

i had my ionic for 3 weeks and the button came off. Past the return date for the military exchange so I’m stuck with sending it back to Fitbit. I won’t get a replacement sent to me until after they receive it. That is so lame! They know this is a problem. I don’t see why they can’t ship a replacement as soon as I drop off my watch for return. 

[bill-run]

Don’t hold your breath it took them over 3 weeks to get me a replacement. For some reason even after receiving it back at their factory it took them a further 10 days for a replacement to be sent out. Inexcusable customer service.

[Hiwata]

That's absurd! Thanks for the heads up.  

[DC87]

My ionic side button just fell off. I've had watch 1 week and looked down this evening and saw the the upper side button missing. Please put me in touch w support so I can either get this fixed or a new watch. I can send photos once I'm in touch w a customer rep. Thanks. 

[Marinag_au]

Same button, one month old.  No knocks, never dropped just fell out.

[Marinag_au]

Exactly the same as mine. Going back to the point of sale. 

[purplepi]

Got off a flight today and saw that the left button is missing on my ionic. Highly dissapointed as there is no way to get to home screen once you launch an app.

[nathanjrb]

My top right button fell off too. I wore it to bed one night, as I have done for the past month, when I was eating my breakfast I looked down and noticed it had vanished. It happened just outside the 30 days. Sent an email to Fitbit support and so far they have been responsive... They've asked for a photo of the fault, proof of purchase and country of residence.

I really hope they can send a replacement as I probably could have got one from the place I purchased it. Fitbit support have been great in the past so fingers crossed they come good again and haven't got too big for their boots.