Ionic screen lines and fading to black

[94T.M]

I got my Ionic coming up a year ago this month and I didn't have any problems with my fitbit until a couple months ago. The screen kept on freezing but after a factory reset all was good. That was until today. My fitbit was fine this morning and half way through work was still fine. As I'm having a chat with a regular customer, she asks me the time. I look at my fitbit to see that the screen looks funny. It was slightly less bright than usual, I could see some dark lines vertically with some white dotted lines at the very top and very bottom of the screen. Then the corners of the screen started to fade going dark and moving towards the centre until the screen was black and wouldn't light up again for a few minuites. That is what happened whenever I tried to check the time for the rest of my shift. I'm now home, put my Ionic on charge which it vibrated when connected. Kt then lit up showing 86% charging and then there was the lines and fading to black again. I tried a simple reset but that didn't work. I tried phoning fitbit support and did everything they told me to do and now my fitbit won't light up, the tracker is not flashing green (it didn't for a long time and every 20 mins or so flashes for a few seconds then stops) and there is no vibrations when I press the buttons. They said that they will look into it and email me within 2 days but I don't know what they're gonna do. I'm hoping someone here has maybe experienced something similar and knows a solution?

Moderator edit: Format.

[YojanaFitbit]

I've noticed you are new around @94T.M, so let me give you a warm welcome to our Community. 

Sorry about what happened to your Fitbit Ionic. Thanks for the steps that you've tried until now. We strive for excellent customer service, and customer satisfaction remains our number one goal.  I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some information about your case.

Please let me know if you need anything else! 

[Whistler888]

“I'm hoping someone here has maybe experienced something similar and knows a solution?”

The solution is to keep in close contact with Tech Support with a case number and email confirmations. This is the key takeaway for most on this Help forum.

Always call Tech Support and get a replacement or refund while you can under warranty.  There is no reason to live with any defective unit.  There should be clearly “zero tolerance” for that.  

No one on here has any authority to send you a replacement or refund your money.  You must call Fitbit directly and explain your issue and situation.

Mine was offered to be replaced in the first week of ownership.  Without me even requesting that.  They simply pulled my sync data and could see the unit was clearly randomly crashing.  So it seems like some units are simply built better than others.  Probs has something to do with QC upgraded parts and build variations.

So makes sure you follow up on this before your warranty expires.  That is my advice to you.  Many on here now have replacement devices following these recommendations.  Try that.

[hecllopez]

I had a very similar problem this morning.  I called Fitbit and they said the watch is still functioning but the screen is bad.  They checked and I am approximately 5 weeks out of the warranty period and they said the would not replace the watch.  They offered a discount on a new one.  This just really left a really bad taste in my mouth.  Just out of warranty and it fails.  Not sure why I would want to buy another Fitbit.  

Sorry just had to vent.

[jess1971]

This is to be expected with the Ionic. It's really a faulty watch by design. Hopefully they can recover and appease the masses.

[94T.M]

I'm sorry to hear that you've had the same problem, if it's not your fault and it's a faulty watch then I don't think it should matter if it's out of warranty! Don't sell faulty watches. Luckily my Ionic was still under warranty by a few days! They sent me a new Ionic which turned on but wouldn't charge. When I phoned up the guy tried telling me it was my phones fault... He kept on ignoring me telling him that I don't see the fitbit logo because all the fit but screen shows is a red 0% battery. They sent me a new charger and surprise surprise it still wouldn't charge. After weeks without a working fitbit I finally received a working Ionic. Many of my work colleagues also told me the many problems that they have had with their fitbits. I have totally lost faith in fitbit watch's. I don't think I'll bother getting another one when this one inevitably dies unless they manage to make a less faulty smart watch.

Don't apologise for venting, I hope that if you get a new smart watch that you don't have any problems
Sent from my Samsung Galaxy smartphone.

[premiump]

I had exactly the same issue last week. I spoke with fitbit support via the online chat interface and spent almost 90 minutes troubleshooting. Restart, factory reset, remove from account, re-add to account. Nothing worked and they agreed to send a replacement. They can see your activity in your account, how often you charge, etc ... and they could also clearly see my battery life was also an issue (a couple of days then need to charge). After the troubleshooting steps, battery life was even worse, lasting less than 12 hours from 100% to flat ... but by that point, I had a replacement on the way.

This is my second replacement under warranty (1st had water ingress issue).

I love my Ionic, I'm pretty disappointed in its longevity.

[Nak1610]

My fitbit is also experiencing screen problems...it has begun to fade at the edges...what can be done

[Chrisbhrt]

Am finding same problem with screen edges on Ionic fading and outer text becoming impossible to read. Is out of warranty so doubt will get any satisfaction with the manufacturer. Reading all the comments of those with similar problems am coming to the conclusion it is time to look at Apple. Bluetooth connectivity always been bit flakey with iPhone.