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

[SantiR]

@lungfisk I hope you're doing well! Thanks for sharing your experience and help on this thread regarding Ionic not turning on. I'm sure your input will be helpful for other users too. By the way, your dog is beautiful.

@Nic8386 Welcome to the Fitbit forums! Thanks for sharing that you are also experiencing the same situation with Ionic.

I went ahead and contacted you via PM. Keep an eye on your Community inbox for next steps.

@Anthropologist Thanks for your reply and for trying the steps provided above. I'd recommend trying to change the clock face on your watch. This has helped other users in the past. 

@steveygti1978 @RHM02 It's great to see you in the Fitbit forums! Thanks for sharing your input and experience on this thread. 

@gdakin I hope you're doing well! Thanks for your reply and for sharing those details. I'm glad you opted for that option. I appreciate you sharing your feedback on this thread.

Keep me posted! 

[sh211]

Mine just died last night after 15 months.  I contacted support and was told all technology has an expiration date and then quickly offered a coupon for a new one.  I'm sorry, but a $300 dollar smartwatch should not 'expire' in 15 months.  From what I have been reading in the forum I was one of the lucky ones in that mine lasted THAT long.  Clearly a dud of a product. Fitbit should have initiated a recall and sent out an improved replacement or versa .  Shame on Fitbit for not acknowledging they made a defective product and on top of that then try and encourage us to buy another one. 

[Borris01]

Technology expired. Well that’s a first. Have you captured this in a conversation. Don’t think consumer affairs would like that. Plus I have a replacement being sent to me. Now worried how my replacement will go.

Regards
Lee

Sent from my iPhone

[SilviaFitbit]

Great to see you around @sh211 and @Borris01. Your feedback is really appreciated, Fitbit is always trying to improve its Customer Service. However, each case is reviewed individually and the solution that's being provided is based on the Fitbit Warranty. 

Thanks for your understanding, I'll be around if you need further assistance. 

[lungfisk]

Note to Fitbit: sending support people into the forums where people are upset and exasperated by their experience with your one-two punch of inadequate hardware and accountability, to the point of abandoning the ecosystem entirely... And having no real message beyond "we appreciate your feedback, thanks for understanding" only reinforces the resolve.

This may not be the intended effect, but it reads as "sorry not sorry, don't let the door hit you on your way out".

Meh. Adios, Fitbit. 

[Jodonna43]

I only had my fitbit Ionic for 13 months working great and then the other night it just turned off and will not come back on no matter what I try I have done the 3 button factory reset and the 2 button reset NOTHING still dead so I call and talk with 2 different people and all they say is my warranty just went out last month and as I have read on others peoples comments is having the same issure I believe that the fitbit company is turning our fitbits OFF  so when we call the can offer a 25 to 40 % discount to buy another one  Great marking strategies , I also asked about sending it back to them to work on it and they said they don"t repair or work on them they just sell them

[dodawg]

I agree. I own another device, an alta, and it is experiencing same problem. Maybe it is a firmware update that is causing systematic error. who knows? It is matter of Fitbit acknoledging their error and fixing. Right now, they are just replacing the device with new one without considering their OS/ firmare update error. And if you are out of the warranty period, they offer some discount on a new device...

[johneric8]

It's a sad state of affairs right now in terms of the ionic. As each day passes more and more will fail prematurely. One day you'll be singing the praises of your ionic and the next wondering what went wrong.

[SilviaFitbit]

Thanks for your understanding @lungfisk, @Jodonna43, @dodawg and @johneric8. Your feedback and comments are really appreciated. Fitbit is always reviewing your comments and improving on the area that you're requesting to. 

Whenever, we're creating cases for you, it's because we want them to review your options. However, each case is reviewed individually and the solution that's being provided is based on the Fitbit Warranty.

I'll be around if you need further assistance. 

[LelyToo]

I have the same issue with my Ionic--about 18 months after I purchased it.  The app shows it is still about half charged, but I can't get it to charge or turn on.  I called FitBit and, after suggesting the 2-button restart and to clean the connections (which were already clean), they offered a 25% discount on a new device. 

Not going to pay big money for another device that will likely break after another 18 months.  If they won't stand behind their product, I'll switch to Apple.

Very disappointed.

[djnbrownie123]

At least yours lasted 18 months.  I have had two in that time because they just stopped syncing and working.  Fitbit thinks that 25% off is the solution to all our answers it seems.  

Soooo frustrated and I guess soooo are so many others that are having the same problem with the Ionic.  

[hart016]

@SilviaFitbit my Ionic just died after loading music onto it. Had a charge and then it died. Please help. 

[steveygti1978]

I’ve had mine since mid-January 2019 and no problems / issues...yet. It’s Mid-Nov 2019 now (10 months later). I shower with it on sometimes. Haven’t used it in a pool just yet. I shall return with an update after I make it to my 13 months. 

[SilviaFitbit]

@LelyToo @djnbrownie123 @hart016 and @steveygti1978. Thanks for participating in the forums. Sorry for the delayed reply. 

It is particularly difficult when the device is no longer covered by the warranty, but even though Support is eager to help with any problem you may experience with the product, they do need to adhere to the official warranty policy, this would start counting from the original date of purchase.

@steveygti1978 Thanks for sharing your experience with your Ionic. 

Let me know if you have any additional questions. 

[djnbrownie123]

@SilviaFitbit  you do see a trend here, don't you????  EVERYONE is complaining about the same thing and although I understand your company needs to adhere to policy, it is quite frustrating for those of us who continue to dish out money and invest in a product that has this many unsatisfied customers!  I cannot afford to buy yet another fitbit that may or may not work in 6 months.  Would you risk buying another product when you know that you've had two that have become unusable within 6 six months of purchase???   Maybe if the company didn't go off of the original warranty and continuously had to dish out a new fitbit that was within one year of them providing a replacement, they would find an answer to all these glitches much much faster than they care to now!

[Mstowe55]

same here. Xmas gift. Doesn't work now. **ahem**ing rip off. 

[Mstowe55]

Me either.