Ionic screen went blank, wont turn on

[epoll]

Recently, my ionic screen stopped responding to touch and started flashing weird colors across the screen. After this, the screen went black and has been completely unresponsive since. I have spoken to customer support and tried to restart it several times with no luck. It sounds like it is broken and the only option I have been given is a discounted product since I have had it for a little over a year. I'm very disappointed because it was working perfectly until this happened, and I don't know what to do. Does anyone have any suggestions?

[CosmicCoffee]

@RicardoFitbit I've tried all the very steps you offered. I do not see a Fitbit logo at all. All I see is a slight ambient back light from the screen. I charged it full two nights ago, and the watch has tended to last 4 to 5 days on a full charge, but looking at it last night it said 12%. I had been pretty active the day before, but that wasn't unusual, so I charged it. Before I went to bed it had been charging for about 4 hours, it said it was 99% which was odd because it never takes that long to charge full. This morning, when I woke up, it was dead. I got this as a gift for Christmas 2018, so it's only a few months old. I'm seeing issues that others have from owning for over a year. What are my next steps here? Should I call? Can you begin a warranty claim?

Thanks

[Suziqu]

I hope you bought it from Fitbit. I bought mine on Amazon Dec 28, 2018.
Fitbit won't honor the warranty, have to go through the seller. Prepare
yourself for getting a major runaround. Sorry to say.
Terrible business. I'm used to other brands you buy them where you buy
them and the manufacturer takes care of any problems when it's under
warranty. I hope you have a better experience than I'm currently having.

[RicardoFitbit]

Hello again @CosmicCoffee and @Suziqu, my apologies for the delayed reply. I'm glad to continue providing assistance today.

@CosmicCoffee Thanks for your confirmation, your patience and effort troubleshooting your Ionic prior posting are appreciated. I'd like to let you know that our Support team was contacted on your behalf too, that said, please keep an eye to your email inbox for their contact. If you have any additional questions in the meantime, don't hesitate to contact me back.

@Suziqu Thanks for sharing your experience with us and for your comments, the feedback that was provided in your post is appreciated. Let me know if I can do anything else for you.

See you around.

[Suziqu]

I appreciate your help, but under my real full name I've been in touch with
and completely dismissed by Fitbit reps unwilling to honor the manufacturer
warranty and pushing me back on the seller who said contact the
manufacturer. I think you can understand why I'm so disappointed and angry
about my Ionic that I'd been so excited to purchase.
I don't know what to say at this point except i appreciate your effort and
will keep an eye open for an email, but my expectations are extremely low.
I will certainly post anything positive that occurs in the event something
positive does occur.

[Epmillwagon]

I literally had this same issue today. No issues, I've had this thing for a year and a week (no joke), and this happened. It continuously restarted itself for an hour, then when I reset it (per the guidelines), it flashed weird colors and shut down. I've tried the restart option, factory reset, and recharging it but nothing. It seems like it just died for no apparent reason!

[CosmicCoffee]

@Suziqu  I'm on board with you about the warranty service. @RicardoFitbit  the warranty service from Fitbit is sub par. This is the first ionic watch I've used, but in the past I've had 4 different surge watches. The surge was a great idea but poorly executed, each one died within a 8 month period. I fought tooth and nail for Fitbit to credit the warranty (Which by the way, the warranty should be on the product, not when I bought the item). Fitbit has a warranty on price, not product. Of those 4 surge watches, I paid for 1, but because it was under the 1st years warranty it was covered. The second one however lost its GPS function after 3 months, but I was just out of the 1 year warranty period from the first watch I purchased, which was deemed defective. My clock on the new watch should be reset, but Fitbit did not understand the concept of a warranty. They eventually buckled, but I fought the warranty department twice more within a 18 month period to get a watch that actually lasted, and still works. (I'm getting at my point now) When this Ionic begins to malfunction again, as others have proved it will, is Fitbit going to hold up their end of the bargain and 'reset' the clock on the warranty? When will Fitbit be reaching out? I haven't seen any communication from anyone other than you. 

[Suziqu]

I'm sorry to hear that. Fitbit is the first big brand that I've heard of
not honoring warranties as they should be honored. I will not buy
another. It was my first smart watch and I'd talked about getting one for
years and finally saved up and went for it. My bf told me get a Garmin,
but I thought Fitbit was the greatest. I learned that when doing
comparison shopping in the future I will concentrate on researching the
problems and how they were handled, not only the features. Shame on
Fitbit. I've read so many stories like yours and mine. I will let you
know if the end up surprising me and doing the right thing. It's not like
we are asking for anything extra just what we paid for and in my case it
this point that or I'd prefer my $$ back and start from scratch.

[Suziqu]

I've read so many post about the watches failing right after the year.
It's a problem that's been going for years and they should stand behind
their products and fix these issues.

[Epmillwagon]

I've literally had this thing for a year and 12 days. It shouldn't have died. A $250 smart watch that is supposedly "the best of the best" should not all die within days after their warranty is up (this watch seems to be infamous for that). I am so annoyed and sad. My fiance got this for me as a gift.

[Ionicdied]

It's i(r)onic that this is a product help forum but it looks like we all have not been helped.  It's also i(r)onic that the string says that this issue was "solved" but it is clear that it was never solved and if it was, it only failed again (especially after the warranty expired).  Thank you all for sharing and letting Fitbit know that this is a truly case of "UNFITbit" that they should have done something about if they cared and stood behind their product and their consumers.  I was hoping and resisting to making this statement but of conscious mind, others will need to know how "UN"FITbit is....

[Suziqu]

I said I'd update if anything positive happened and I've made a little bit of progress.  Fitbit offered a replacement free of charge or 50% off a new one after complaining to them for awhile now. I'm taking the free replacement.  I don't think I can comfortably ever purchase another Fitbit after this failure and all of yours and others similar issues that have been going on for years with no fix and them trying very hard not to be responsible to replace my watch still under warranty.   I will let you know if I get a working Ionic and how long before that fails.  Thanks for all of the posts and support.  

[CosmicCoffee]

@Suziqu @What did you tell them? They emailed me and said they'd give me 25% off a new one or 40% the ionic. I told them that was unacceptable considering I've only had the ionic for 5 months, they need to replace it. No response. @RicardoFitbit  what's the deal man? I thought you were gonna help me with this situation? Instead I get the shaft of a " we're not going to honor our warranty again" discount. This needs to be made right! I'm frustrated and this is the last straw with Fitbit. I'm not giving you more money to receive another product destined to fail. I'd like Fitbit to honor the warranty given and send me a brand new replacement. 

[RicardoFitbit]

Hello guys! I'm here to continue providing assistance, my sincere apologies for the delay in responding your posts. I'd like to give you first a warm welcome to our Fitbit Community @Epmillwagon. Also, thanks for your replies @Suziqu @CosmicCoffee and @Ionicdied.

@Suziqu Thank you for sharing your experience with us and your continuous feedback, I'm happy to know that our Customer Support team resolved your concern. Don't hesitate to contact them back if you want more information and details about the resolution that was given or let me know if you need anything else. 

@Epmillwagon I appreciate your effort and patience troubleshooting your device prior posting, I totally understand your situation and how frustrating this matter can be for you. Our Support team informed me that they already provided you with assistance regarding the difficulties that you were experiencing with your device, that said, I recommend you to contact them back if you have any additional questions regarding the assistance that was provided. I'll be here if you need anything else too.

@CosmicCoffee The feedback that was submitted on your posts are appreciated, note that Fitbit is always striving to improve the Fitbit experience and the information that's posted here in the Community Forums always help us to evaluate our procedures as a reference. Same for you @Ionicdied, thank you for your post regarding your Ionic and the experience you had. Please take in consideration that as a Community Moderator I can provide you guys with troubleshooting steps, however, because the steps failed to resolve your difficulties, our Support team provided with further assistance. That said, please contact them back if you need more information about the resolution that was provided by them and for a better understanding of their outcome, check our warranty policies.

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

[Suziqu]

I've just continued complaining and told them basically what I've said
here. This is the only brand of anything I've heard of that will not honor
a warranty on a product that was purchased new and under warranty. I don't
know if its the fact that I complained about reading about these same
problems that have been issues for years and they aren't standing behind
their product or that I would never buy another or recommend them. I also
told them I just wanted my money back. I don't want to deal with this
again. I don't know if that did it or if somehow Ricardo helped me by
somehow putting me together with my completely different real name and
wanted to give me something somewhat positive to say. I really don't know.

I'm glad they are replacing it. Its the right thing for them to do. None
of us are asking for more than we deserve. I'm not excited about it because
of it being such a chore and also because of the comments about the
replacements failing in the same way and them not honoring the warranty for
the replacements. We shall see.

I hate complaining. I rarely do unless its horrible customer service.
Good customer service fixes everything. Maybe they will learn that.

--


*“I've learned that people will forget what you said, people will forget
what you did, but people will never forget how you made them feel.”
― Maya Angelou*

[Kreate]

Mine has done the same thing.Gor this as a gift and didnt last long.Done alk the stwps listed and nothing..Aas super excited to get this qatch now just really disappointed and frustrated 

[Ionicdied]

@RicardoFitbit For some of us, the best Customer Support resolution given was to provide a discount for another ionic for me to buy to replace the ionic that died after 15 months.  The frustration and disappointment has come from Fitbit's expectation that I need to spend another $150 to replace the existing dead ionic that should have lasted for at least another 15 months to start with anyway...    That all stated, I just believe this dead ionic issue is trendy enough that the warranty should have been extended and the dead ionics to be replaced if they died on their own.  Bottom line, the Support resolution is not the same as my resolution.

[mrc1984]

Your lucky, they only offered me 25%.

[NHS12]

I have the same problem. Unfortunate it is out of warranty, so I have reverted to my old Blaze which still works fine but doesn’t have GPS nor plays music. 
I am seriously considering giving the iWatch a try, it can’t be any worse than the ionic has proven to be. Good luck. 

[MickJim]

Thanks for the advice.  Did exactly what you said, it came on and did everything you you had advised.  The charge in my watch was only 7%...charging now.  Thanks

[RollDdice]

Thank you Pfullmann3 for your answer. Fitbit Ionic here as well. Per your instructions, I held down the left and top right buttons until I got the Fitbit logo. I added the lower right when I saw the logo but after about 10 seconds it didn’t go to black. I released all three buttons. 

Everything is working properly now. No data lost.