Ionic isn't working

[dravgobin]

My Ionic was functioning normally then just died. Does this have anything to do with the updates like with the Charge 2?

Tried everything suggested in posts to restart the Ionic. Still dead

Moderator edit: updated subject for clarity. 

[AmyH01]

Mine has done the same thing. It doesn't even show it charging when it's connected. I have literally tried everything and it's driving me crazy. I hope someone has an answer on what is going on and that its not actually dead. 

[DSmitty]

Mine has done the same. The battery was functioning normally. However, when I plugged it in to recharge, the screen stayed at 0% charge for several days until all the power was gone. Now I have a dead Ionic. I followed all the suggestions in the forum (cleaning the contacts, restarting, etc.) without success. It is obvious from the number of posts on the forum about this issue that the Ionic has a hardware or firmware fault, but good luck getting any satisfaction from customer support.. My calls to customer service (clearly a call center) were extremely frustrating and resulted in the only offer of addressing the problem being a 20% discount code for the purchase of an old or lesser model Fitbit. So, instead, of spending $250 on a new Ionic that potentially has the same hardware or firmware problem, I can spend $190. Or, I can buy a model that lacks the features I need. I even inquired about applying the credit to the purchase of a Versa 2, since that model has almost all the features of the Ionic, but was told the discount could not be used on a new product.

I stuck with Fitbit through issues with bands on previous models de-laminating and the skin rash issue, but I am now seriously questioning Fitbit's committment to its customers. 

[dravgobin]

When we buy premium products we should expect premium service and support. 

There is only one acceptable solution here, Replacement

[GoCheryl]

Same here.  Only thing that is functioning is the watch but none of the trackers are functioning.  Totally frustrated.  

[dravgobin]

Yep. I hear you. And I have a Tough Mudder event next weekend. 

Need a replacement fast. 

[dwell1579]

Mine died yesterday. I don't know if it had to do with any updates but when I woke up Wednesday morning a line had developed while I was sleeping through the center of the screen. By the time I went to sleep last night my screen was dead. I have only had this for 6 months. Is this the norm?

[dravgobin]

Hi,

I don’t know if this is the “norm”, but it should definitely not be.  Luckily, you’re in the warranty period so a replacement should be coming your way. 

I had mine for 21 months.  But a pricey premium product should give the customer better value for their money. 

This is not a disposable item we are buying. 

Anyways, give Fitbit a call for your replacement under warranty. 

[dravgobin]

Wow, it’s been two days and numerous emails and the best Fitbit wants to offer is a link for 25%! Really, 25%????

Definitely our faith in the quality of this product and the company’s concern for value for our hard earned money, our loyalty, our word of mouth recommendations has all been misplaced.  

[jjjoe]

At 6 mos. old, you may still be under warranty. Certainly worth checking out. Good luck.

[Koalamamma]

Same happened to mine, newly charged lasted a day and died. Charged again and same happened.

[eduardovk]

The same happened to me and Fitbit clearly does not care with the customer. So, I will never ever buy any other product from this brand.

[AndreaFitbit]

Hi there. I apologize for the delayed response and I´m sorry to hear about your Fitbit Ionic not working. Thank you for mentioning that you have tried everything you found to solve this situation. 

Please confirm that you have charged your watch and restarted it with these steps:

1. press and hold the back and bottom buttons until you see the Fitbit logo on the screen. 
2. Let go of the buttons.

If you're still experiencing this situation, please let me know, so I can create a case for you. If you already have a case and only were offered a discount please check our Warranty. 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Keep on visiting the forums. 

[zerodameaon]

Andrea, if you don't want to create frustration, why do your products break so easy and why do you refuse to replace then when they die after a few months?

[Fezzer71]

Exactly the same thing happened with mine 2 days ago , screen was showing 0 battery, nothing else would work, bright green light was emitting from the back, now nothing at all

[jjjoe]

Hello Andrea,
Thanks for your reply. I have cycled my FitBit and that resulted in a blank
display. Also, I did a "hard" restart, all 3 buttons, release 1 and wait
for vibration. That got the display working again. However since then the
step counter is off.(walking the dog is usually 2500-2600 steps and today I
got about 385) The heart rate monitor has stopped working completely. My
FitBit does still keep time, but that isn't very satisfactory. If you have
any other ideas please let me know.
Thanks.
Joe