Ionic reboot loop

[rossam]

Wednesday, July 8 2020

I haven't used my Fitbit Ionic for about 1.5 months so of course, the battery completely drained. Prior to that, my watch was working fine. I charged it for about 1-1.5 hours and now it won't turn on. Instead of the watch turning on, I keep getting the Fitbit icon for a little, then the screen turns black, then the Fitbit icon appears again for a little, and then the screen turns black. It keeps repeating over and over again. I tried to factory reset my device but it kept doing the same thing, so I finally called support and was able to talk to someone. I was instructed to factory reset the device and to no surprise, it still did not work. I was told that my device was in a continuous rebooting cycle. I was then told that my warranty had expired by about 180 or 189 days so I would have to buy a new watch for 25% off. The problem is that this is already my second Fitbit Ionic watch. The first watch I had after about 1.5 years of using it could only hold a full charge for about 7 hours. Fitbit could not figure out why my watch was not holding a charge and told me it was defective. Because the warranty of my first watch had expired, they offered me 50% off for a new watch, which I reluctantly bought. For my current watch, I asked if I could just ship Fitbit my Ionic so that they could take a look at it and see if they could figure out what was wrong with it or to see if there is any way they could get my watch to turn on so that I don't have to spend more money on a third watch. I was told that Fitbit does NOT fix watches and that my only option now is to buy a new watch for 25% off. I really like Fitbit products but I do not want to have to spend more money ($187.5 + tax) for a THIRD watch that might crap out on me again. I've already spent $250 + tax for my first watch and another $125 + tax for my second watch. I can understand if it were my fault for breaking the watch and would not have any problem paying for a new one, but this is clearly a defective product. What is really disappointing is that I spent a lot of money just to have TWO defective watches that did not even last two years. If I am paying that much money for a watch, then I definitely expect a better quality product from Fitbit. When I asked the person on the phone if I could speak to a manager, I was told that there is no number for a manager and that he would forward my case to his supervisor. I was told that I can expect an email from his supervisor. I find it kind of surprising that there is no phone number for management. If anyone can help me figure out how to stop my watch from being in a continuous rebooting cycle and turn it on, I would greatly appreciate it. Thank you! 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @rossam, welcome to the Community Forums! 

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.