Ionic not turning on or responding

[Nicky_k]

My Ionic switched itself off (despite having charge) and won’t come back on. I’ve tried the 2 and 3 button restart. Is a factory restore likely to be any help if I can’t even switch the watch on? It’s only 12 months old, really disappointing 😞

Moderator edit: Clarified subject

[lungfisk]

My 14 month old Ionic did the same thing a week ago. It seemed to happen shortly after I updated the watch OS. 

I've had difficulty before with getting it back alive after discharging, but this is different. No amount of button pressing, leaving on charger for hours, etc has any effect. It shows zero signs of life. It was working fine right up until it suddenly died

Super disappointing  

[RHM02]

My Ionic has just done the same thing, it was working perfectly and all of a sudden, nothing! Won't turn on, won't charge. I'm not sure where we stand as mine is probably 13months old.

[Whistler888]

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@Nicky_k wrote:

My Ionic switched itself off (despite having charge) and won’t come back on. I’ve tried the 2 and 3 button restart. Is a factory restore likely to be any help if I can’t even switch the watch on? It’s only 12 months old, really disappointing 😞

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Yeah is a very common issue more and more now.  Best is to contact Tech Support right away.  If dead they will normally replace the device for you.  That at least gets you up and running again.  Applies to everyone posting in this Help Forum.

[lungfisk]

I just went through online chat support. After troubleshooting and confirming the device is broken, I was offered a 25% discount on a future device (I guess I'm supposed to just have faith this won't happen again).

Beyond frustrating. I'm never buying another Fitbit device. 

[Whistler888]

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@lungfisk wrote:

I just went through online chat support. After troubleshooting and confirming the device is broken, I was offered a 25% discount on a future device (I guess I'm supposed to just have faith this won't happen again).

Beyond frustrating. I'm never buying another Fitbit device. 

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Yep has been reported 25 up to 40% offered on another device.  Problem is many users have multiple devices replaced so the reliability is very questionable.  Probs would not spend any more money on any Fitbit device in the future.  With screens popping off and bricking of many devices -> the risk is way too high.  My first one was replaced after only about one week of use.  That was a big hassle to get it loaded with music again.

But is always interesting to hear how happy users are after getting a replacement device.  They are elated.  But thinking about it -> that means the first one was a dud.  Why are there so many duds?  Question then becomes when will the replacement fail?  Hmm?

[RHM02]

Sounds like I'll be getting a Garmin instead, it's very poor when you fork out $400 and only get 12 months use. How good is there design, how it fails a minth out of warranty! Great work fitbit, sounds like you've lost current and future customers. With social media and word of mouth, expect zero referral business.

[Borris01]

Just went through the online tech support with Fitbit. Very pleased to say with just out of warranty they are sending me just a new tracker unit. Very fast and thorough chat with them. Happy they are sending me a New Ionic. 

[lungfisk]

Glad to hear they're doing the right thing for some, although the inconsistency sort of adds an extra layer of frustration. 

What gets me is that it seems like what's happening with so many of our Ionics is not some unforeseeable manufacturing defect, but a systemic problem, possibly with the update. If true, they made a mistake that broke otherwise functional devices. It doesn't seem right that owners should have to bear the cost of their error. 

Meh... 

[Nicky_k]

Thanks for your reply, that gives me some hope! I’ve contacted support online so fingers crossed.....

Sent from my iPhone

[Borris01]

Go the interactive support and type with them. It was very quick.

Regards

Sent from my iPhone

Moderator edit: Removed personal info

[RHM02]

What i find amazing is, we are on the Fitbit website and driving this forum. It's not like this forum is on Facebook or other social media. This is a great opportunity for fitbit, to be proactive, read the forum and say yeah, there is an issue and we are going to actively fix the problem by contacting each and everyone individually. I mean our email is at their disposal! I hate doing the leg work for other companies mistakes, take ownership and get it sorted!

[Dgkra]

I've had my ionic a little over a year and this morning my alarm didn't go off. Ionic is dead.  Screen black but it was fully charged.  The sensors on tnr back are not lit. Emailed customer support.  May switch to a Galaxy watch.  Too bad because I loved my ionic..

[lungfisk]

RHM02, unfortunately it seems like this is standard operating procedure for Fitbit. They have no interest in doing the "right" thing, because apparently that's not a part of their business model. 

Fool me once, shame on you, fool me.. You can't get fooled again! (lol, thank you gwb)

At this point Fitbit has made it pretty clear that if you want a company that stands behind its hardware and supports its customers, they are not the droid you're looking for.

The onus is on us to quit Fitbit and tell everyone we know to do the same. *Maybe* then they'd listen. 

[Nicky_k]

Thanks I’ve now done that and the good news is they are sending a replacement device.

Cheers

Moderator edit: Removed personal info

[LanuzaFitbit]

Welcome to the Forums @Nicky_k, @RHM02, @Dgkra. Hello @lungfisk, and @Borris01.

I apologize for the delay in my response. 

I could see that most of you have gotten in touch with your support team. Thanks for sharing your experiences on the situation. If you have any questions on the Warranty and returns policy, you can read more about it by clicking here.

@RHM02 I have reached out to our support team and they should be contacting you about this situation. Please be sure to keep an eye on your inbox.

@Nicky_k Glad to read that you are being sent a replacement.

Feel free to reach out with any further questions.

[gdakin]

Exactly the same thing here with my ionic. I had mine for 16 months. The discount towards a replacement is nice but definitely some lost confidence here. Especially when I know people still happily using their 1st gen Apple watches. The battery life is what always brings me back to fitbit though. 

[gbessa]

Not everyone. I have a water issue with my Ionic and the support told that they can't do nothing because I am outside US.

[Anthropologist]

Ugh. This sounds just like what I'm experiencing with my ionic. It was fully charged this morning and apparently still had a full battery when it last synced at noon, but now it won't turn on at all. I left it on the charger for an hour, but it still won't boot up. 

I've had it since Black Friday 2017, so it's probably out of warranty. I contacted Fitbit support via Twitter. Fingers crossed. Whatever happened to the days of making products to last? Especially flagship models at a premium price .:-\

[Borris01]

Contact their interactive support and talk to them. They were very helpful for me. Sending a New Ionic in mail. If you have receipt and or where you purchased from they should be able to help. Talk to them directly-interactive.

Moderator edit: Removed personal information.

Sent from my iPhone