Ionic's left button not working

[M-a-r-y]

Hi I am struggling to explain to Fitbit that the left/back button on my Ionic has stopped working after 18 months. The Fitbit Team keep telling me to re-start it and I keep telling them I can't because the button doesn't work...has anyone got a recommended route to speak to someone at Fitbit who can deal with this sort of issue? thanks M-a-r-y

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

Welcome to the Community @M-a-r-y. Thanks for the details mentioned and the restart tried with our Support team. 

I've shared your post with our Support team and they've mentioned you already have a closed case, don't hesitate to get back if you need further assistance. 

As a side note if anyone else happens to have this issue, this is the recommended troubleshooting: You may be able to remove dust or dirt by gently using a toothpick around the button. If this does not improve the button performance, you can try to clear debris using canned air. Hold the tracker at arm's length and spray once to loosen any dirt or dust that may have accumulated around the button. Please let me know how it goes. 

Catch you later! 

[M-a-r-y]

Thank you. I have tried - the button doesn’t have the feel of the others - as though if it’s sprung that the spring isn’t working. John Lewis from whom I bought the Ionic have replaced under warranty.

Sent from my iPhone

[SilviaFitbit]

Thanks for getting back @M-a-r-y. Sorry for the delayed reply. 

I'm glad to hear that you got replaced under warranty by John Lewis. 

I'll be around if you need further assistance. 

[Deesano1]

I have same issue & tried the cleaning thing, but no luck...it's like the spring is sprung & it's just stuck wont move at all??? any other ideas besides the cleaning thing?

[SilviaFitbit]

@Deesano1 Welcome back to the Fitbit Community. Thank you for getting in touch about this. 

I appreciate the troubleshooting tried prior to posting. Since you've done the recommended troubleshooting but it's still not working, I've shared your post with our Support team and someone will contact you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

Have a good weekend. 

[FLR]

I am also having this issue.  I have tried all troubleshooting recommendations so far, but nothing works.  In essence, the watch is cactus 😞
Any other ideas Ladies and Gents?

[Deesano1]

They had no fix for it so they gave me a discount on a new one, a Versa 2... it was about 125 all in w/shipping etc

Moderator edit: personal info removed