Ionic died

[ladykayaker]

My beloved ionic died. It was working just fine, then sometime in the early hours  of September 10, it shut down, never to log another step again. I had a Fitbit ZIP since 2014. After that had served me faithfully for three years, it died in 2017, I made the leap and invested in an Ionic. Just shy of two years and the Ionic turned off in the night. It won't respond to charging or attempting to factory reset. RIP

[Lee10]

I have to jump on bandwagon about ionic dying, couldn't even turn on screen to attempt recovery troublrshoots. This is my second ionic to die. My first went defective after 7 month and fitbit replaced it. Then 12 month later the replacement ionic died. They won't replace it because it was a replacement!!! It seems to product is not meant to last. At over £200 it is definitely not worth the cost. I will be buying Apple watch in future 😡

[Meloso]

Hi, 

My Ionic lasted just 18 months and I didn't updated to the last firmware. The battery was 100% before it died.

I never tooked shower, never swom, never practiced radical Sports with Ionic. Used it just in the normal Day use.

Battery was very nice: after a charge it used to last 5 days!

What was wrong???

[Patriciahunter]

My Ionic is only 5 months old and despite 2 weeks of emails to Fitbit customer services (that names a joke) asking for help they just keep telling me to be patient and wait for a “fix” from Fitbit. In the meantime my device can’t sync, it can’t find my Wi-fi and the time is continually running slow - losing around 12 minutes every hour. It is currently over 11 hours behind the correct time. Completely useless. Under the warranty I should be offered either a repair or a replacement but all I get is “be patient”. Not acceptable. 

[Username845]

just call them directly

Moderator edit: format

[LizzyFitbit]

Hi everyone. Thanks for taking the time to post in this thread and I'm sorry for the delay. Let me continue helping you.

I appreciate the feedback provided and understand where you're coming from about your Ionic watches as they shouldn't have had these issues. I'm sorry that you've gone through this situation and please know that our team often reviews the Forums to evaluate our products and improve them based on your comments.

@Meloso, since your Ionic isn't holding charge correctly could you please confirm if you've tried the tips from this help article? If so, please try cleaning the contacts on your Ionic and charging cable to ensure they connect correctly. Then restart your Ionic and monitor it for the next days.

@Patriciahunter, thanks for taking the time to contact our Support team and sharing that your Ionic continues having issues to sync. I was checking your details and it seems your case is still under review and you're receiving assistance from them. Please follow their recommendations so you can receive more details about your case.

@Username845, thanks for stopping by to help our friends.

I'll be around if you have another question.

[Patriciahunter]

Contrary to what you say I am receiving no help from Fitbit regarding my issues - just continual meaningless apologies, platitudes and unhelpful suggestions to try syncing when I have said numerous times my device won’t sync. IT IS UNRESPONSIVE - that means it does not respond to any actions. Can I be more clearer?

[Meloso]

@LizzyFitbit I didn't have problems with the battery. The battery was ok. What I meant was that the Ionic's battery was 100% when it simply died, to never turn on again.

[LizzyFitbit]

Hi @Patriciahunter and @Meloso. I'm glad to see you here again and I'm sorry for the delay.

@Patriciahunter, thanks for getting back to me and sharing more details about your Ionic. @Meloso, thank you also for clarifying the issue experienced with your Ionic. I understand your point of view and let me help you with this situation. Since your Ionic watches aren't responding to anything, may I know if you've tried the restart process? If you have, please perform the factory reset with the following steps:

1. On the watch, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays either "Fitbit.com/setup" or "Data not cleared".

If this process can be completed, please set up your Ionic back to your existing account with the steps described in this help article.

I'll be around, so keep me posted.

[Patriciahunter]

I have already tried to restart my device but tried it again following your instructions but without success. As previously stated, my device is not able communicate with the App and I now just have a screen with the Fitbit logo and nothing I do makes any difference. I have tried restarting again but the logo just disappears briefly and then returns. I have tried turning Bluetooth off and on but still no response. It is now almost 3 weeks since I first reported my problems and now I expect you to replace my device with one that actually works.


Sent from my iPad

[ciscokid76]

Same thing happened to me for the second time. I think I'm done with Fitbit. I'm on my 3rd fitbit and none of them made it to the 2 year mark. I cant keep spending money on a product that keeps breaking. 

My Ionic just died, they offered me %25 off another watch. Why would anyone spend hundreds of dollars on a product that doesnt last. I've always babied my fitbits but they still break. 

I would strongly suggest to go with another product that's built better.

Frank Martire

[Patriciahunter]

You are right - time to escape from a company that treats its customers so badly. My Ionic didn’t even last six months so a very expensive mistake.

[RickLoC53]

If your product failed @ 6 months, you absolutely need to contact Fitbit customer support and get a replacement (or at least start a conversation with the Support folks). Your product is still under warranty. If your product is within the one year warranty and is toast, Fitbit will replace it with minimal aggravation in your part. I have had multiple Fitbit products replaced absolutely free of charge under warranty.

Sent from my iPhone

[RickLoC53]

Frank, I have seen lots of folks talk about other options to Fitbit, but I have been unable to find any. Garmin’s warranty is equal to Fitbit. I couldn’t find a Community where Garmin owners can complain about their trackers - see if they have similar issues. Apple makes a great watch that appears to be more durable, but is less of a fitness watch (and at least a little bit more expensive). Fitbit’s products always rank high in fitness watch reviews versus other companies. I’ll admit that the 18 month longevity is frustrating (been there with my Ionic), but I’m not sure specifically what the alternative is. Plus, now that Fitbit will come under the Google umbrella ......

Sent from my iPhone

[Aguilera]

Mine died on 18 months got same response from Fitbit 25% off.

[Aguilera]

I hear you on that mine did the same 18 months and that's it. Fitbit only gives us a 25 % off coupon for something that was so expensive.

[whitney1988]

Yes I got mine for Christmas 2017 and it was barely even worn...It's sad that so many people have posted lately that they have all had the same exact problem and spending $300 plus for a watch that doesn't even last longer than 2 years plus is pitiful and to think all they want to offer is 25% off of another one of there products my thing is why would anyone else want to buy another one of there expensive products for it to not last... regardless if the product has ran out of warranty short of a year or whatever if it's practically a brand new watch it should be replaced. because apparently its the watch in general and maybe they should pull that watch completely.

[Aguilera]

I soo totally agree expensive and for a 25 % off. Not really worth it at all. If they would fix this problem replace for free I would so slap it on again I loved my watch . 

[Tripodxvfgbcd12]

My Fitbit went off in the night. No problem I thought. I'll recharge it......nothing. I know, I'll check on the forum. I was expecting to find helpful advice but instead I found eleventy billion other poor folk who's Ionics had also stopped in the night. I'm not even going to bother my bum phoning for a stinky 20% after spending £270 just over a year ago. I'm going to spend my Sunday afternoon looking for a replacement from a reputable manufacturer. Bye Fitbit

[Meloso]

Sorry @LizzyFitbit, your tip about factory reset, didn't work! It is so frustrating.

[LizzyFitbit]

Hi everyone. Thanks for posting here and I'm sorry for the delayed. Let me continue helping you.

@ciscokid76, @RickLoC53, @Aguilera, @whitney1988 and @Tripodxvfgbcd12, thanks for taking the time to share your feedback about this situation and I apologize for the issues that you've experienced with your Ionic. Our team often monitors the feedback provided in the Community as it helps us to work and implement improvements on our products. Be sure that your comments will not gone unnoticed.

@Meloso and @Patriciahunter, thanks for getting back and sharing that you've tried the steps suggested above to perform a factory reset. Since the issue persists with your Ionic watches I've got in touch with our Support team so they can create a case on your behalf. You'll receive an email shortly, keep an eye on your inbox.

I'll be around if you have another question.