Ionic difficulties after firmware update

[tlharv]

I bought my Ionic in May 2018. After 16 months of excellent performance, suddenly the touch screen stopped working this morning.  It still tracked steps, interfaced with my iPhone, and otherwise performed normally (although the battery dropped from 100% to 65% overnight) - the only difference is that the touchscreen aspect of the display was dead.  So I called FitBit tech support.  Restart did nothing. Factory reset should have fixed it but in this case it bricked the device.  It won't turn on at all.

Fitbit checked the purchase date and I'm four months out of the 1-yr warranty period, so I'm on my own. Seriously? Their product completely fails after 16 months and they're ok with that level of quality? 

The insult to this injury is that my watch is worse off AFTER having called tech support -- now I have nothing except a 25% discount code toward another one of their high-quality products. Seriously, what possible incentive do I have to get another FitBit device or recommend it to anyone?

Moderator edit: Updated subject for clarity 

[wilsontc81]

same here, mine bricked while sitting on the couch last night watching TV.  over 60% battery and it just quit responding.

Unacceptable.  

In contacting customer service, they offered the same 25% discount with no remedy on how to fix it.

[eduardovk]

@tlharv I had the same problem and Fitbit simply answered "it is out of warranty"...oh, yes, it is out of warranty by only 3 months.

Do you see the kind of f garbage that Fitbit is selling to us? Actually, Fitbit stole our money.

[SilviaFitbit]

Hey everyone! Sorry for the delayed reply. 

I appreciate the time you took to share your experience with Ionic after firmware update. Thanks for the troubleshooting performed. Our Support team will follow up with you via email, please continue the communication with them. 

I'll be around if you need further assistance. 

[zerodameaon]

Another hollow reply from Fitbit Support asking to take this conversation private. 

[tlharv]

@SilviaFitbit - rather than take this offline and deal with people individually, Fitbit needs to invest in the right solution that preserves customer loyalty (which has significantly degraded due to this event).  That takes the form of taking back all bricked devices and offering an equivalent replacement free of charge. The companies that have this level of customer service have crazy brand loyalty.  This is an investment worth making; the smart watch market is only getting bigger.  Believe me, your competition is watching this play out and loving it.  There's still time to do the right thing.

[zerodameaon]

I doubt they have the money to fix this issue. Take a look at how their stock is doing and how much all the stock advice guys are saying run as fast as you can.

[JJH1534]

I am just waiting for the iWatch series 5 to come out next week.  Done with Fitbit.  Time to move on with a more reliable company.  

[JJH1534]

Whoa!  Just looked at the Fitbit stock @zerodameaon .  $2.99 in mid August when all these issues were hitting.  Down from over $45.00 back 4 years ago.  Maybe they should stop releasing new versions constantly and concentrate on fixing the versions they currently have out.  They have a great concept, but poor manufacturing.

[JJH1534]

@SilviaFitbitthe only thing Fitbit could do now to appease the people commenting on this board is to admit that they screwed up with that update and replace all the devices that they ruined. That is the only email I want from Fitbit. Not a discount coupon for me to purchase yet another device.  Continuing to tell us that your support team will follow up is a waste of words.  All the support team did was give me instructions to completely destroy my Ionic just in case the update hadn't done the job fully. Not only did Fitbit loose my business with this fiasco, but they also lost the business of a few of my friends who had seriously been considering purchasing Fitbits.  Word of mouth goes a long way whether positive or negative.  And we all know which way it is going currently.  Fitbit just take a look at your stocks! Also why is it that Europe gets a 2 year warranty and therefore all their devices are still covered under warranty and yet over here in North America we only get 1 year? This question has been asked before but no one from Fitbit ever answers it.   Apple watch here I come 

[tlharv]

The moderator changed the subject from "Ionic Dead After 16 Months" to "Ionic difficulties after firmware update."

Dad: "Son, you totalled my car! The engine has seized up and the interior is completely gutted!"

Me: "No, you're having difficulties with your car after temporarily changing drivers."

I give you Exhibit A of the vast difference in perception between customer and Fitbit perspectives of the issue.  @SilviaFitbit , I am not having "difficulties".  My watch is DEAD, bricked, nonfunctional, unresponsive, and otherwise useless.  To say I'm having "difficulties" is a vast understatement and implies I'm somehow part of the problem, and a fix is possible. Not true.  My watch was actually functional when I called tech support, and the factory reset -- done at the recommendation of tech support -- is what killed my watch.

[eduardovk]

@tlharv , in the moderators point of view, all Fitbit ionics are perfectly designed devices and therenare zero problems with them.

[LwrHrtRt]

Lol...instead of solving their problems, support is too busy moderating comments:

Hello there,   Thank you for your participation on the forums.   I wanted to let you know that I’ve had to remove 6 of your posts, quoted below. We don't allow discussion of legal action against Fitbit on the Community, and ask that you refrain from posting in this manner. Please keep this in mind when you visit the Fitbit Community.   " Time to get the Media involved. They are a San Francisco based 

Lizzy:  Nothing in my comment had anything to do with legal action.  It was about contacting the media.  that's not legal action. Fix your Ionic problems and this wouldn't be a problem.  Its no wonder Fitbit stock has been in the pits for so long.

[Andrew61]

Just did the update on my Ionic on Wed, and now it won't sync.  I've had my Ionic for 21 months without any significant problems.  Software updates are the bane of these devices.

[SunsetRunner]

Same story here. Went to sync app and got the message that a new firmware version's available. Started updating, Ionic switched off and now won't switch on again. It's clearly a software/firmware issue that's caused this. I've tried all the methods for restarting and it's just dead

[Docmphd]

Coming to the forum because I am experiencing this issue, after updating my firmware over the weekend.

Battery dies in about a day or less. Woke up this morning with a non-responsive Ionic, with a black screen.

The watch is effectively useless and bricked. Guess I'll finally move to Apple.