Ionic deducting steps

[B0ne]

I purchased 2 ionic trackers. One tracker works fine but the second ionic will count steps normally then before hitting the goal will begin subtracting steps. Any fix for this or should I have bought another company’s product?

[SantiR]

@B0ne Welcome to the Fitbit family! Thanks for reporting this strange behavior from the other Ionic so have regarding steps being subtracted.

Which of those Ionic watches is the one you have set up to your account? The one that's been working properly or the one that is subtracting steps?

I'd recommend performing a restart on the one that is not working properly. This usually helps fixing those kind of situations.

Try this out first and keep me posted! 

[B0ne]

The one on my account is the ionic that works fine. My gf wears the other one the one that subtracts. Yes we’ve restarted it and also reset it. These steps were taken while on a call with Fitbit customer service but to no avail.

[SantiR]

@B0ne Thanks for your reply and for sharing that information. Also, thanks for contacting customer support already.

Did you told them that Ionic was still not working? If you didn't, please do. This is the best way to get further assistance on this matter. 

If you did, what option did they offered?

Keep me posted! 

[B0ne]

After a series of long holds and a lot of representative stonewalling they determined that the device was definitely defective and for me to mail it off to Fitbit for them to look at. They said they’d replace it but first I needed to mail it to them in hopes my three hundred plus dollar item wasn’t lost in transition. I asked if the replacement device could be mailed out with return label for safe return but again more stonewalling. When my charge 2 went out it was not this difficult and Fitbit didn’t just leave me to assume all liability in the event my device became lost. They simple sent the replacement and then I sent them the defective charge 2. Fitbit will lose a customer in me due to this treatment. I have 2 flex 2’s, 3 charge 2’s, and 2 ionic trackers but have now purchased 3 Apple Watch series 3 because of the treatment I’ve received. I cannot in good conscience buy another Fitbit product for myself or my family!