Ionic has lines on the display

[Kazonnet]

I've been on here, I've spoken to customer service, I've done everything that's been suggested and for a short time changing the clock face worked, but not for long! I'm now back to a screen that shows lines like a barcode across it, part text or part time, or nothing at all, but it won't show what it's supposed to. It's absolutely useless and I'm really fed up of it! I've paid my money and got nothing good in return! 

I need it to be repaired or replaced as it's no good to me like this and I can't just keep paying money out for nothing. I had the Blaze before and that bit the dust, now it's the Ionic. Definitely not going to let it be a third... two strikes and you're out Fitbit!!  ☹️

Moderator edit: subject for clarity 

[LiliyaFitbit]

Hi @Kazonnet, it's nice to see you again in our Community Forums. 

Thanks for the details and photos shared in your post. I am sorry to hear about the frustration this situation has caused. I understand how you are feeling and appreciate your troubleshooting efforts. Since you've been in touch with our Support team regarding this issue, I recommend to contact our team as they have already all the details and special tools to continue assisting you. I know they will be glad to help you out and provide a solution. Click here to get connected with them via chat or phone.

See you around.

[Kazonnet]

Hi @LiliyaFitbit, an you for your reply. I posted in the community as I couldn't speak to the support team via live message as it said that option was unavailable.

I have just tried again through your link and it still said unavailable.

As I don't hear very well and struggle with phone calls, I was hoping to to get help from the live chat, but if that's not working I'm stuck at what to do next. 

[LiliyaFitbit]

Thank you for your reply, @Kazonnet.

I appreciate your efforts and the additional details. I understand your concern and would like to advise that chat availability depends on the region and the time. I appreciate your understanding and recommend trying to contact our Support team via chat at another time. 

Have a nice day.

[Kazonnet]

Thank you, I will keep trying at different times until I get to speak to someone. 

[LiliyaFitbit]

Thank you for your response, @Kazonnet.

I appreciate your time and efforts and look forward to getting you back on track.

See you around.

[steve90]

My wife's Ionic has this exact problem. After the latest firmware update, the watch is a brick. Completely useless. A $200 watch that died after just over a year.

[Kazonnet]

So sorry to hear that @steve90. Mine isn't a year old yet, in fact I only had it for about 6 weeks when it started going wrong, but because it was over 30 days the seller wouldn't accept a return and refund.

I can't afford another one, so really need them to sort this one out. If I get any info to help anyone else with the same problem I'll post it on here. Hope you can get your wife's sorted too. 

[Kazonnet]

Well, I've finally managed to speak to a customer service agent and have once again gone through some troubleshooting actions, This time though, they realised that I had already gone through all the troubleshooting actions you can and still none of them worked, so they decided to take it to the next step. I've given them the details of the seller, I bought it as new on eBay, so I'm hoping that isn't going to be the excuse to repair of replace it, because it shouldn't make any difference where you buy it from, as long as it was bought new and mine was. Sorry I haven't found any other quick fixes to help anyone, it seemed that going into the app on my phone and changing the clock face was the only thing that I thought had worked, but unfortunately it hadn't as before long it started putting the lines back on the screen again. I'm waiting to hear from then via email now to see what they say they're going to do. Watch this space, with fingers crossed!...... 🙄

[Kazonnet]

OK, all I can say is Fitbit are useless when it comes to supporting their customers and trying to put things right when our purchase goes wrong!!

I have just received an email from Fitbit support (Ha! That's a laugh!) telling me my product, quote:  "Doesn't meet the replacement requirements of our warranty policy." unquote. They have given me a link to the returns policy, which I don't understand at all, because it goes on about if you've bought it somewhere or other you get a 1 year warranty and if it was bought somewhere else it's a 2 year warranty. Then it goes on about refurbished ones which only have 90 days warranty.

My Ionic was not a refurbished one, it was bought new. It was advertised as new and that's what I bought it as. Even if we only had a 1 year warranty, I still have 6 months left on the warranty, as it was purchased last September. Why doesn't my Fitbit Ionic meet the replacement requirements??

I need someone to explain this to me, because I think they're saying that because I bought it from a seller on eBay and I think I'm being discriminated against because of this! 

I always thought Fitbit was a decent company who cared about their customers and tried to help them when things went wrong..... How wrong could I have been!! I've had 2 Fitbits but I will never buy another one and I'll make sure all my family and friends know what kind of company Fitbit are!! 

I'm sorry to have to have a rant on here, but I'm so very angry! I've been trying to get this sorted very early on after purchasing my Ionic, it only worked for about 6 weeks!  Now, finally, 6 months later, they tell me they're not going to replace it but don't explain why, just give me a link to their returns policy which doesn't explain anything to me!!  Why not just explain to me so I can understand and then take it further if I don't agree with it??!!

Never again will I buy a Fitbit, they suck!!!  😡

[Kazonnet]

Just an update on my previous post. I turns out that the requirements they spoke of that my purchase didn't meet was that I didn't buy it from a seller on their authorised sellers list.

Does anyone else know that they have an authorised sellers list?  I have never seen one, nor have I seen anything from Fitbit referring to it!  

As far as I'm concerned, my Fitbit Ionic is still under warranty as I bought it in September 2020 and it started going wrong 6 weeks after I bought it. The Sale of Good Act states that an item should be or merchantable quality and fit for purpose. My Ionic is neither of those, therefore the manufacturer should honour their warranty, which actually still has 6 months to run! 

Just be careful people, if your fitbit goes wrong and you contact them to get help, don't expect much, as if they can get out of it they will. We will never buy another fitbit and neither will our family and friends as we've told them all about what fitbit said and believe me, it will spread wider than that, fitbit has lost a lot of custom for being such arses!!  They suck!!  😡