Ionic not updating - CS feedback

[SunsetRunner]

I have been a Fitbit user for around 3 years and strongly supported fitbit and went to a lot of their community events. I have been using a charge 3 and just got a brand new Ionic. 

Worst purchase ever. The firmware update wont update. I called customer service and they gave me the run around. Eventually leading to me having to send it back for a replacement. 

I told the rep that on the community chat a lot of customers have this issue. But she insisted that it was my phone compatibility so I dis what she said and tried launching it on Windows 10. Still same issue where it will load up to 10% then stop. 

Horrible service as she kept tryingvto talk over me and insisted nothings wrong with the firmware update even tho there is a lot of post's about it.

This is it. I am switching to apple. What a way to lose a loyal customer. 

I am done with Fitbit.

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@SunsetRunner Welcome to the Community. I appreciate the time you took to share your experience with our Support team. 

Thanks for the troubleshooting performed. Sorry to hear that you're experiencing this with your Ionic. 

Your feedback and comments are appreciated, we're always striving to improve our Customer Service. I've passed your feedback to my team. We're sorry to see you go and we hope you could give us another opportunity in the future. 

I just wanted to confirm that in order to sync or update your Fitbit Ionic, you will need a supported mobile device. In case you don't have a supported mobile device, you could it through your computer using your computer's Bluetooth or a wireless sync dongle. 

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

[Tess71]

Looks like lots of people are having the same problem.... maybe Fitbit needs to hurry up and fix this problem with the Ionic? I've never had this kind of issue before. I can't set up because it needs an update but then it drops the bluetooth connection. I'm on iOS 13.3... I already chatted with someone.... I've got a case number but honestly, that guy wasn't much help. I'd already done every single thing offered as troubleshooting on this site.... NONE of it works. It does the same thing over and over. It's definitely something wrong with this particular firmware.....

[Iron_Beagle]

@SilviaFitbit please check my post history of the past couple days.  I am having the same problem where my Ionic is a brick because the update will not complete.  I have tried using multiple devices including windows 10 laptop, iPhone XS, and a Pixelbook.  I have tried across multiple wifi networks as well as by bluetooth. I have reset, factory reset, deleted app and reinstalled, unpaired, paired, etc all of these troubleshooting methods to no avail.  I am also looking for help from fitbit to get my device working again as I just go my son a Fitbit Ace 2 and we were hoping to do competitions together when this issue came to light. 

[SunsetRunner]

same problem, went through troubleshooting with Fitbit with no success, the lady told me refund or replacement, I went with the replacement because I thought it was a defective smartwatch than found out it was the new firmware update that was the problem, if I have the same problem with the new one than a refund would be my next step.

[SunsetRunner]

Hi As stated earlier. Your rep told me that I could use my computer with windows 10 and that's exactly what I did. I spent an hour trying it over and over again and it did not work.

I am willing to work with you guys if you would just address my issue and not keep telling me to do the dame things over and over again. However once I send my fitbit back for a refund then I will go with a different company. I would hate to leave because I've been loyal for so long.

[Tess71]

I was about to send mine back - decided to try one more time and it finally worked. I was checking back to see if anyone else had any luck. It definitely was NOT something new I tried in the troubleshooting. At some point they must have fixed something in the code. Good luck to everyone and I hope you all have a wonderful holiday season!

[Pallavi_]

Same thing happened with me. I am unable to upgrade and the thing is lying inside it's box since the day I have purchased. Worst experience ever fitbit. I tried upgrading the software on 2 different andriods and Windows device without any luck. 

This was my first and last fitbit ever. Hated it.