Ionic not tracking data

[Ravermisbehaver]

Purchased ionic for my son’s birthday a week ago. 

Has now stopped tacking heart rate, steps or sleep - anything at all really. 

Clock seems to work ok, but the screen will not wake with motion either. 

Have performed multiple factory re-sets and set-ups, restarting, changing clock faces, anything I could find in the forums to make a difference. 

The green heart rate detector light flashes sometimes, but rarely. 

Coincidentally, for a few hours, only the top half of the screen was receptive to touch, therefore preventing a factory reset, as the reset button is in the bottom portion of the screen. 

Disappointed, doesn’t even come close.

How do I obtain a replacement? Should I return it to Fitbit or the store. 

Thanks

Moderator edit: Updated subject for clarity

[SilviaFitbit]

@Ravermisbehaver Welcome to the Community. 

Thanks for getting in touch about your son's Ionic not working properly. I appreciate the troubleshooting tried prior to posting. 

I see where you're coming from. I've shared your post with our  Support team and someone will reply to you as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond. 

I'll be around if you have any additional questions.