Ionic has a pattern of pink and green dots near bottom of screen

[jackjilljones05]

My Iconic has recently developed a consistent pattern of pixels that are always illuminated near the bottom of the display.

In terms of the position, with the analogue clock display starting near the 7:30 position there are:

pink "rr" shapes, then four greenish 'iiii" vertical shapes (without the dot) up to the 7:00 position.

Then from 7:00 towards 6:00 a further four greenish "iiii" vertical shapes and then in pink "i r" with the top of the last "r" just above the 6:00 blue "bar".

Relative to the 6:00 vertical blue bar the pink lines are about the same height and the green "i" (without dots) about one-third the height.

I have reset the ionic several times but every time the display is illuminated, irrespective of the screen being selected (clock, activities, statistics) these pixels are illuminated.

The Fitbit ionic is less than a year old (a present) and otherwise works perfectly well but the display problem/fault is disturbing and not acceptable, thus the ionic and needs replacement under warranty.

A customer support link in another thread goes to Twitter. I do not have any social media accounts.

How do I contact Fitbit Customer Support to get this matter resolved.

[jackjilljones05]

This morning I have done. Full factory reset and then a new version of the firmware was available.

I have downloaded and installed that however,

the fault with the display remains so clearly a hardware fault.

awaiting some response from Fitbit now.

(location = Western Australia)

[SilviaFitbit]

Thanks for stopping by @jackjilljones05. I appreciate the troubleshooting that you've tried and the factory reset that you performed yesterday morning. 

It's pretty weird the display pattern that you're receiving. I would like you to answer to the following questions, this will help me gather more information and provide you with the correct troubleshooting: 

- What's the name of the clock face that you are using?
- Is it a Fitbit clock face or a third-party clock face?
- Can you share a picture of what you're seeing?

Regarding your concern about contacting our Support team, you can contact us from Chat, Calls, Twitter, Community or Email. However, I'll be glad to assist you from here. 

Keep me posted. 

[jackjilljones05]

Hello SilviaFitbit,

Thank you for your follow-up.

In the absence of any initial response I had done some more searching and found a Fitbit Customer Service Centre link to also leave a message.

Yesterday I had sent a message with photos of the screen with various clock, app, stats/tracking screens, etc, all showing the same set of pixels being displayed in pink and green/blue at the bottom.

Fitbit responded and requested some further information which I answered last night.

This evening I received an email from Fitbit with an "offer" for direct replacement or discount on a newer model.  My Iconic is less than 5 months old so quite a new model and I have gone the way of a direct replacement.

Thank you and well done Fitbit for the prompt service. 

[SilviaFitbit]

Thank you for getting back @jackjilljones05. Sorry for the delay in my reply. I'm glad to hear that you did more research on the forums and you were able to contact our Support team. 

Hope you can continue enjoying your replacement Ionic.