Ionic screen unresponsive then died after factory reset

[mellimac]

On Friday my ionic didn't seem to be sensing touch properly and within 4 hours it went from 80% battery to 0%. After charging for an hour the Fitbit icon kept flashing and thats it. I managed to reset it (not a full reset), and got the clock back but still didn't sense touch. Yesterday a staff member recommended I do a full factory reset,  which I did. The watch screen was still unresponsive and I couldn't finish set up. By 10:41 am, at 80% charge,  the fitbit died completely.  Unable to  charge.  No flashing lights. 

Then yesterday it started vibrating non stop for 3 hours and started over heating but no display or flashing lights.  Very frustrating.  

I haven't gotten any response from the email I replied to. I called 4 times but was disconnected.  Im sick of repeating trouble shooting steps because I've tried them all. With this being the 3rd replacement Ionic,  I'm frustrated to say the least.  At nearly $400, you'd expect a higher quality watch. 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @mellimac.

I am sorry to hear about the frustration this situation has caused. I appreciate your troubleshooting efforts and the additional details. I contacted Customer Support and was informed that your case is under review and they'll get in touch with you soon to help you with your Ionic. Please take in mind that due to recent events affecting our operations there might be a delay. I appreciate your patience and understanding. 

I'll be around if you have any questions. 

[farhan_uk]

HI @LiliyaFitbit  , similar to many other ionic owners I am experiencing similar issues where my ionic wont charge any longer and always displays 0% percent. whats the best way to get in touch with customer support ? can you kindly raise this on my behalf ? thanks 

Farhan

[LiliyaFitbit]

Welcome to the Fitbit Community, @farhan_uk.

Thank you for joining the thread and sharing the details of the issue with your watch. I will be glad to forward your case to our Support team, but before that I would like to confirm if you've tried already the troubleshooting instructions including a restart from this help article: Why isn't my Fitbit device's battery charging?

Additionally, I recommend checking if your Fitbit device is updated to the latest version as updates come with new features and bug fixes: How do I update my Fitbit device?

Looking forward to hearing back from you.

[mellimac]

Thanks for your reply.  Fitbit has sent a return slip to get a replacement pebble due to the fault that wasn't able to be fixed. Hopefully this one lasts longer than 9-12 months 

[LiliyaFitbit]

Thank you for your reply, @mellimac.

I am glad to hear that our Support team took care of your case and you will be sent a replacement unit. Thank you for posting the update here. I hope you continue enjoying the Fitbit experience and working on your goals. 

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics. 

Keep on visiting the forums!

[VeronicaHz]

I am having the same issue.... for months mine won’t turn on and I’ve hardly even worn it.

[ByronB]

Greetings! I hope someone can help me with my problem. I am on my second Ionic watch. The first one died on me and it was replaced through the Best Buy extended warranty. This second one two days ago just stopped working. I charged it and it turned on but the screen was unresponsive. I restarted several times but never was able to get the screen to respond. Today, the watch has gone into the “Fitbit” icon mode, blinking the logo constantly. 

What can I do? Please help me. 

Thanls! 

[jcs12]

Mine is doing the same. Fitbit support could only offer a discount on a new one to "keep me in the family".

[LiliyaFitbit]

Welcome to the Fitbit Community, @VeronicaHz @ByronB @jcs12.

@VeronicaHz Thank you for joining the thread and sharing that you're experiencing the same issue with your watch. I understand how you are feeling and recommend following the troubleshooting instructions at Why isn't my Fitbit device's battery charging?

@ByronB Thanks for trying to troubleshoot this issue before reaching out. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

@jcs12 I am sorry that you are going through the same situation. Thank you for contacting our Support team. I am sure they tried to help you in the best possible manner, each case is reviewed individually and the troubleshooting and a solution that's being provided is based on the Fitbit Warranty.

Let me know how it goes.

[jcs12]

They couldn't do anything except offer a discount.  In fact the discount they were offering was less than what I could get in their incentive offerings in emails for the holiday season. I am totally disappointed in their resolution.  If others are having the same problem,  clearly their is a defect somewhere. The Fitbit is not even two years old.