Ionic just died while updating firmware

[frankmch]

I started having syinc issues with my ionic on July 11, it just stopped syncing with my iPhone, after reading in this forum about similar issues I decided to go to a full factory reset, in the beginning all went well, the ionic restored to original factory and immediately asked me for an update in the app. at the moment my battery was 85% and decided to continue with the install, around 5 minutes later when tried to check my ionic was DEATH, black screen, no responding at all. I plugged in to the charger and nothing. while then in my phone I was able to see that the updating process was around 55% completed.

I guess it ran out of battery while doing the upgrade. now after this I called costumer support and their feedback was offer me a 25% discount coupon to buy a new ionic because my warranty is already expired. they wont offer repair services or not even a how to fix it guide....

I asked them if I could sent it to their shop and get it fixed, not for a new one, but they don't offer that kind of service.

does anybody know how to install again the factory operative system? I'm sure my ionic hardware is in good condition and the issue is related to defective software.

any idea? before I scrap my ionic and change to apple watch to never ever comeback to any fit bit product....  

[SilviaFitbit]

It's great to see you around @frankmch. I appreciate the troubleshooting tried and the time you took to share your experience with the Community. 

Your comments and feedback are appreciated, we're always working to provide you with the best Customer Service. I can confirm that each case is reviewed individually and the option provided is based in the Fitbit Warranty. 

At the moment, Fitbit doesn't have a repair service but we're always here to assist you with troubleshooting. 

I'll be around if you need further assistance. 

[frankmch]

Hello @SilviaFitbit is a shame that Fitbit has such a poor warranty for
their products, with all the issues you see in this forum, I can’t tell
that not hundreds it thousands of people are having issues with the ionic
that leave them in a spot where their product is no longer useful in a
timeframe lower of 2 years.
In my case the replacement ionic Fitbit sent me in April stopped working 3
months after starting using it. It’s for me totally unacceptable that a new
product like this will not work after 3 months and that Fitbit can’t offer
repaid services. Something that can’t be repaired is literally disposable.
I get that products may fail but a company like Fitbit should stand for the
quality of their products.

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Moderator edit: personal info removed

[Baltoscott]

Hey @frankmch — I got my CH3 out of a black screen by going into the app, changing the clock face, and then syncing again.  It looked like it was dead but it really wasn’t.  Input and screens were just stuck.  The base operating system for the Ionic is the same, so it might be worth a try.

[frankmch]

I’ll give it a try but my app doesn’t even recognize it any more
Thanks!
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Moderator edit: personal info removed

[Baltoscott]

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@frankmch wrote:
I’ll give it a try but my app doesn’t even recognize it any more
Thanks!
--
Francisco Mendoza

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That’s the thing.  When I had the issue with my CH3, I could see that it was still linked in my Bluetooth settings and in the app.  So it won’t work if the app doesn’t recognize it.  Maybe try plugging in again for a couple of hours and restarting your phone.  

[ronygregory]

My wife and I are Fitbit Ionic users since around November 2018. Her watch died a week back during the exact same scenario. Her watch was not syncing and she ended up doing a factory reset. And during the OS upgrade, the watch died. When she contacted Fitbit support, they said all they could do is the 25% discount on a new watch.

Now, seems like my watch too died while I was sleeping yesterday night. This makes me wonder if there's a bigger issue going around with Ionic as it ages and gets closer to the 2 year mark.

[Lydm19]

Sounds the same as my experience. My ionic stopped syncing a few days ago. Tried everything suggested on forums. Nothing would make it pair with IPad nor phone. Eventually did a factory reset, successfully paired it with my IPad and thought at last it is fixed,,,but 13% into the software update ( which was a mandatory stage in the setup) it failed and is now totally dead. No green light on the back, no combination of buttons will bring it back to life. It was fully charged before the update.

So 18 months after buying a really expensive watch (and it has never given me problems before) it is now useless and I would like Fitbit support to account for what is going on with my Ionic and many others if this forum is anything to go by

[Lydm19]

A happy ending for me. I spoke to customer support who put me through a number of understandable checks, just to make sure I had tried everything and all combinations of buttons. All this was conducted over the phone. At the end, without quibble, they agreed to send me a replacement. I can’t expect more than that and I am pleased to be able to report that the warranty ( 2 years in the EU area) was honoured. My new Ionic is working fine

[rkaplan27]

If you haven't, I recommend escalating this issue with support. You preformed a reset and were given an unsolicited update that bricked your device through no fault of your own, and that's justification to hold them liable. It's also not an isolated incident if you read the forums, and I even had this issue with a Charge HR a while back. And for what it's worth, it's shocking a company the size of Fitbit could keep doing this, as I'm a professional firmware engineer with experience deploying micro OTA updates, and there are typically common practices and fail safes put in place to ensure this kind of thing can't happen.

Anyway, if Fitbit doesn't agree to help you, I'm sure the Better Business Bureaus and tech reviewers would be interested in hearing about your experiences and the others here. 

[merp11223344]

This exact same thing has just happened to me...for the 2nd time! Both Fitbit watches literally only lasted a little over 1 year. (Not happening a 3rd time!)

My recent Ionic just went black and the help desk said, “Nothing can be done except to buy a new one and we’ll give you a 25% discount. Let me transfer you over to sales.”   What a rip off! I too will be purchasing a new reliable Apple Watch. They have so many more features, a much better warranty, and more importantly, i won’t need to buy another watch 13 months from now.

[merp11223344]

Same thing has happened to me TWICE! 2 different fitbit watches only lasted a little over a year. My latest was the Ionic and the ‘help desk’ just said it was broken and that I needed to get a new one (for 25% discount). What a rip off! No thank you! 

I am a Fitness Director that has always recommended Fitbit...until now! I’ll be switching to a new reliable Apple Watch and from now on, will be suggesting the same for all clients and friends. Enjoy YOUR new Apple Watch!! 

[frankmch]

https://community.fitbit.com/t5/Ionic/Fitbit-Ionics-have-a-mass-bricking-epidemic/td-p/3634094

[jmcblink]

This exact scenario happened to me yesterday. I can't get the Ionic to update after a hard reset. The watch, while updating displays the Fitbit logo, but then after about 1-5 minutes, the watch goes black and the Fitbit app doesn't recognize it anymore. All I was offered was a 25% discount. Insane. I love the Fitbit ecosystem but I can't afford to keep buying new watches every year at $250 a pop. Will be looking at the Apple Watch or another reliable, "simple" smartwatch. Completely disgusted with this company

[iwot]

The same happened to me...I just sent message to fitbit.

My ionic was 80% plus charged. Why are they not forcing watches to be plugged and 100% charged or something like that?! There should be a message to leave it plugged in all the time. 

300euro watch that does not work now. They should also give you an option to flash system in that situation.

I am switching to Samsung if this is not sorted. 

[jmcblink]

Update:

Switched to an Apple Watch Series 3 in September 2019, shortly after my Ionic broke, and all is well in the world. 

Can’t even sell my broken ionic on eBay for parts. No one wants to buy this junk!