10-05-2019 03:41
10-05-2019 03:41
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
10-18-2019 10:10
10-18-2019 10:10
Mines lasted 22 months until it died today (I did the latest update on Wednesday), contacted fitbit and they are sending me a replacement. I can't fault their support, but I suppose I'm lucky being in the UK with the 2 year warranty.
I just would have expected it to last longer considering how much it cost to buy in the first place, I doubt I will trust updates though from now on when I get the new one.
10-18-2019 10:17
10-18-2019 10:17
sorry, but you will not get a new 1 year warranty. i tried.
10-18-2019 10:35
10-18-2019 10:35
That seem's so wrong, as technically it is a brand new product which it is being replaced with and should come with it's own warranty, regardless of the warranty on a previously owned product.
10-18-2019 13:29
10-18-2019 13:29
10-18-2019 13:43
10-18-2019 13:43
10-20-2019 15:08
10-20-2019 15:08
Hi everyone. It's good to see you participating in this thread and I'm sorry for the delayed response. I'll be here to help you with your Ionic.
Thanks for taking the time to share your thoughts with me. I understand where are you coming from about your Ionic not working correctly and I apologize for the experience that you've had with it. Our team often reviews the Community and takes every feedback posted here to work on our products, so be sure that your comments won't go unnoticed as they help us to evaluate our procedures and implement improvements on our overall environment. For any warranty-related inquiry, please check our warranty policies here.
@ladykayaker, @KarolP, @Meloso, @SunsetRunner, @SunsetRunner, @Techjca and @Lori_T, thanks for letting me know about your Ionic devices and the steps that you tried on your own. I'm sorry that you've had this experience, after checking your information I was informed that you already have a case created with our Support team. Please continue working with them so you can receive more details about your case.
@DustyMoth and @RickLoC53, thanks for sharing that you're experiencing this situation with your Fitbit devices. Since your posts didn't include it, I'd recommend to try cleaning the contacts of your Ionic and the charging cable. Try a different USB port or a UL-certified wall charger, and perform a restart to refresh its performance. Keep me posted so I can continue working on this with you.
@JIMMUR, @ZenDada, @amithcd, @chrittymack, @TiRider and @Fids, thanks for taking the time to contact our Support team. I'm glad that you received assistance from them and check this help article to set up that device in your existent account.
As a side note, we want our Fitbit Community to be a place where users can come to share their feedback and stories in a positive and conducive manner, so please keep in mind the Community Guidelines when posting. Your opinions are always welcome.
I'll be around if you have another question.
10-20-2019 17:40
10-20-2019 17:40
10-20-2019 18:06
10-20-2019 18:06
I am having the same issue since the update. I bought mine over a year ago and far it's not under warranty anymore. I've tried cleaning it and even tried putting it in rice in case it was water damage, I shower with my watch on. Is there anything else you recommend?
10-20-2019 18:29
10-20-2019 18:29
10-21-2019 07:25 - edited 10-21-2019 07:27
10-21-2019 07:25 - edited 10-21-2019 07:27
Just to let those in this thread know that eventually after I whined and complained a lot here and elsewhere Fitbit did agreed to replace my out of warranty Ionic pebble. I was at 14 months or more when my watch bricked on the update. I dont understand morally / ethically how Fitbit can give replacements to some users, but not others.
Not sure its enough to save my relationship with Fitbit, but eventually they did the right thing by me. Im not overly optimistic that the new one will last all that long, but lets wait and see.
At first they offered the discount to waste more money with them, but in the end they decided to send me a new one. Maybe you can use this information for leverage? I hope this helps some of you.
10-21-2019 09:40
10-21-2019 09:40
I got my first one in Sep 2017. It died in march. After lengthy chats with Fitbit, they sent me a new one.
This last update killed my Ionic.
It pairs with my Android phone, then asks to enter the 4 digit number on the watch's screen. But the Ionic screen shows nothing.
I have tried multiple times to reset ( 3 buttons, 2 buttons ) It's been charging for days now.
I'm quite fed up with Fitbit.
10-21-2019 09:50
10-21-2019 09:50
Having seen a "few" of your posts on here, I have not yet initiated the update for my Ionic. I have recently upgraded my phone, it comes with a Samsung Galaxy Active watch. I am awaiting delivery of that first to see how I get on with it before actually updating my Ionic. I am literally days out of my warranty (14/10) and am not looking forward to the update but just in case it "bricks" it I already have an alternative as will not be going back to Fitbit. I have been a loyal customer for over 6 years but looking at the comments and previous experience with their customer service, we shall see for how much longer.
10-21-2019 10:24
10-21-2019 10:24
Yup - that's it! Spoke with Fitbut support on chat.
Original watch - 18-Sep-2018. Died.
Replacement : 1-Jun-2019. Died after FW 4.0.2 update this past week
Warranty expired a few days ago.
Options provided: spend more money on Fitbit and get another Ionic at 25% discount.
I think I'm done with Fitbit. What other options are there, people?
10-21-2019 11:41
10-21-2019 11:41
Same thing happened to me today. It won’t respond at all. I’m so disappointed. I’ll not get another Fitbit; 2 years is too short a lifetime for an expensive watch.
10-21-2019 11:53
10-21-2019 11:53
As I said, I'm lucky to have a replacement on the way before I initiate the upgrade. Hoping to keep my ionic but not holding my breath.
10-22-2019 14:43 - edited 10-22-2019 14:52
10-22-2019 14:43 - edited 10-22-2019 14:52
Hi everyone. Thanks for continue posting in this thread and welcome to our new members. I'm sorry for the delay.
@RickLoC53, thanks for trying the steps suggested above, as well for sharing more details about this situation. Since your Ionic is still unresponsive, please confirm if this started after the firmware. I'll also request a case on your behalf so our Support team can give you a hand via email.
About your other question, the warranty will cover our products from the purchase date. You can always check our warranty policies here for any other inquiry.
@TDiringer, thanks for troubleshooting your Ionic on your own. Since the issue persists, please try to thoroughly dry your device before charging it. Try a different USB port or a UL-certified wall charger, and then restart it with the steps described in this help article.
@Iain_K and @TracyWilkins, thanks for your feedback and I'm sorry for the experience that you've had with your Ionic. I totally understand where are you coming from since your devices should have worked correctly. Our team constantly works on our devices based on the comments posted in the Community, and I'm sure yours will not go unnoticed. Feel free to reply back if you have any question about your new Fitbit device, and for any warranty-related inquiry, you can check our Fitbit Limited Warranty.
@Ajesh, thanks for bringing this to my attention. I see your point of view about your Ionic's behavior after the firmware update and I'm sorry for this inconvenience that you've experienced. I was checking your details with our Support team and it seems that your case is now under review. They'll continue working with you via email, so keep an eye on your inbox.
@Debbiefit45, thanks for sharing that your Ionic is having the same behavior. Just to confirm, did you have this issue after updating the latest firmware version? Also, have you tried the troubleshooting steps described in this help article? Please confirm these details as this will help me to continue working with you.
Keep me posted.
10-22-2019 16:12
10-22-2019 16:12
My relationship with Fitbit is definitely broken. I have had two devices, the surge and the ionic and not broke within two years. I would hope a device would last longer than that. I am not sure what caused my ionic to break. Just woke up in the morning and it was dead. Tried working with Fitbit support but nothing was able to bring it back to life.
10-22-2019 18:55
10-22-2019 18:55
10-22-2019 18:58
10-22-2019 18:58
10-24-2019 13:56
10-24-2019 13:56
Hi @Deninvic and @Debbiefit45, I'm glad to see you here again.
@Deninvic Thanks for taking the time to share your feedback about your Ionic and our Support team. I'm sorry that you went through this situation and appreciate your efforts while working on your watch. Our team receives every feedback posted in the Community as it helps us to improve our devices performance, and I'm your comments won't be taken for granted.
@Debbiefit45, thanks for getting back with the requested information. Since your Ionic is still not working correctly, I've requested a case on your behalf so our team can give you a hand. They'll send you an email with more details, keep an eye on your inbox.
I'll be around if you have more questions.