Ionic not working

[Ronnee]

Looks like we're in the same boat as the others.  Purchased our daughter the top of the line Fitbit for Christmas in 2017.  The Ionic... A year in half late, after what appears to be due to a software update it is having an all of a sudden mysterious malfunction?!?! In our daughter case, she had just changed her clock face to one the new ones and then it crashed... Well more like died. 

It appears that this is happening to several devices old & new, under warranty & not.  The ones lucky enough to be under warranty are being replaced while the ones that's not are offered a 40% discount to purchase a new one.  Can we get an explanation to what happened? Is it possible to have it shipped & repair? I don't know... kind of feel jilted. My family has purchased so many of these as gifts and/or replacement...not to mention all kind of accessories...there should be a points reward program of some sort. Oh well! Hope there's a better resolution in the works for manners of this going forward. 

Moderator edit: Updated subject for clarity 

[SilviaFitbit · Accepted solution]

Welcome to the Community @Ronnee. Thanks for the details that you've mentioned. 

I appreciate that you've been a loyal customer because you and your family are using Fitbit trackers/watches. 

I would like you to try restarting your daughter's Ionic and check if you get it to turn on. If this continues to happen, I'll be happy to create a case on your behalf with our Support team and they will evaluate your case and provide you with options based in the Fitbit Warranty. 

Fitbit doesn't have a repair center but we have many channels of communications where you can contact us and we'll be glad to troubleshoot any issue that you might be experiencing. 

Let me know how it goes. 

[Ronnee]

My daughter & I actually spoke with a Caroline via chat the other day and
after sending us a linked to "restart the device" with no luck, she
informed us that her warranty had expired and offer the discount.

Is what you offering different from what has already been offered?

[SilviaFitbit]

Thanks for getting back @Ronnee. I'm glad to hear that you already spoke with someone from our Support team. 

I was actually going to create a case so they could evaluate your options. However, you already have a case with them and they offered you a discount, I would recommend to go back with them if you have any questions about your warranty, they will be happy to continue assisting you. 

I'll be around if you need further assistance. 

[Ronnee]

thank you!

[J2Mar]

So, what is unclear to me is what one does if the restart and reset don't work? Or if you can't tell, because the display is still blank.  The green light on the back flashes, and it was vibrating as emails came in, but the display is completely blank. And I deleted it from the dashboard and tried to reinstall, but now the dashboard is asking for the 4-digit number on my display, which I can't see, because the display is blank. 

The watch charges, and it says that it was syncing, but I cannot see anything on any display.

Help? Anyone?

[SilviaFitbit]

It's great to see you around @J2Mar. Sorry for the delayed reply. 

Thanks for the details mentioned and the troubleshooting tried. I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email. 

I'll be around if you need further assistance. 

[Ronnee]

Dear Moderator that edit my subject for clarification.  The entire watch does not work!!!! Not just the display.  Please change the subject back. 

[Ronnee]

By the way, we never received the discount email.  It's possible that is went to my daughter spam and she deleted it.  Sigh! Now I have a great collection of Fitbits that does not work.  Charger HR, Blaze, & Ionic. But didn't stop there...nope.. went and purchased an Inspire. Actually bought 2. One for me & One for my mother. Just got the basic..it seems the more the watch does the more problems it has.

[SilviaFitbit]

@Ronnee Thanks for getting back. 

I've edited the title of your post to be clearer. If you didn't received the discount email, please reply back to the case that you have created with our Support team and they will continue assisting you. 

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

[hkayyal]

My Ionic just died on me while I was jogging ..I thought it was the battery but then when I went back home, tried to charge it reset it ( the left button ) but its dead... very disappointed... I thought these will last ??!! any luck with repairs ?

[SilviaFitbit]

@hkayyal A warm welcome to the Community. Sorry for the delayed reply. 

I understand how you feel about your Ionic that stopped working. I appreciate the troubleshooting tried prior to posting. 

In this case, I've shared your post with our Support team and they will continue assisting you through email. 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.