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Ionic died during to factory reset

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‎09-29-2020 20:43

‎09-29-2020 20:43

I went out and bought the brand new Sense today,  primarily so I could gift my Ionic to my brother. After setting up the Sense I began the factory reset on the Ionic and the screen went black.  I'm an avid Fitbit user and have had them go dead before, and could tell my watch had died.  I just find it highly suspect that my $200 + smart watch dies promptly after setting up my new $300 + smart watch (while running their factory reset no less).  I called customer support and was given a 30% off coupon only good for 30 days.  I explained it did me no good seeing as I just spent over $350 on my watch today.  I just feel like it's bad business to treat users like that... 

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‎10-02-2020 18:09

‎10-02-2020 18:09

@Gordo19 A warm welcome to the Fitbit Community! Thank you for getting in touch about this. 

 

I appreciate the time you took to share your experience with Fitbit Ionic and the option you were given by our Support team. We appreciate that you've been a loyal customer, our team reviews each case individually and the option provided is based in the Fitbit Warranty. If you have any questions about the discount provided, you may want to reply to the case that you have with them. 

 

Your understanding is appreciated. I'll be around if you have any additional questions. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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‎10-03-2020 11:56

‎10-03-2020 11:56

Mine did the same thing.  It's not like the watch doesn't work anymore; if you let the battery run all the way down you will get the 0% screen if you hit the buttons.  The problem is it's a software issue that prevents the factory reset from reinstalling the operating system correctly resulting in your watch being bricked.  The irony is this is probably totally correctable if you had access to the hardware that they used to originally load the OS onto the watch when they first made it.  It's not like the hardware has suddenly stopped working so it's not exactly a warranty issue.  The issue here is that Fitbit treats their tech as completely disposable regardless of the price tag so they don't offer an option to send in the watch to reload the OS, even for a price.  It's a pretty common trend because their business model revolves around a steady stream of pushing out new models that they expect you to buy.

 

Me personally I'm on my fourth Fitbit and kinda tired of all the issues that I have had so I'm not going to buy from this company again.

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