Ionic stopped working

[jbtaco2002]

on Monday Feb 4th, my Ionic stopped syncing with my phone. i tried everything and the resolution was a factory reset on the fitbit. was working fine since, but very unusual that it just stopped talking to my Android phone. Fast Forward to today. it was at 44% battery and i'm thinking i'll top off the battery charge to get me through the work week. i check it 2 hours later expecting it to be fully charged and it's just sitting there with a black screen. tried pressing and holding buttons per instructions and it just will not turn on.

this is my 2nd Ionic, the 1st one was replaced under warranty around Aug 2018 (was a x-mas present 12/2017) after getting a "splash" of ocean water on it

why can't i get a watch that works for more than 8 months... love this thing, but at this price point, i expect so much more.

help!

Moderator edit: Updated subject for clarity 

[Carle2005]

Sorry to hear that. Same thing happened to mine. And yes, just out of
warranty. I was also a long time Fitbit owner of different watches and the
Ionic as the first of the more expensive ones I bought. So far, Fitbit will
not extend the warranty or do anything other than offer an insulting
small discount to buy a new one. If you are able to get them to do anything
to keep or win back their once loyal customers, please share it with the
rest of us.
Thanks and good luck.
Carly

[GAonMyMind]

I was contacted by Customer Support regarding denying my request for a resolution due to purchasing the watch via an "unauthorized" third party (new, unopened, original packaging).  I am continuing conversations with Customer Support - with the hope they will do the right thing by their customers. More info to come. Will keep this community up to speed with the status.

Moderator edit: Removed personal information.

[Carle2005]

Keep us posted. Mine was "unauthorized", as well, bought through Amazon.
You will probably get 25% off a new one, like I did. Not enough of a
discount since it only lasted a year.
Carly

[YojanaFitbit]

Hi guys, I'll be glad to keep assisting you with your inquiries. Sorry for the delay. Welcome to the Fitbit Forums @vincent3232.

@OferGrosz I totally understand where you're coming from, but Fitbit is always looking for ways to help our user to get back on track. We hope to keep you within the Fitbit family, but in case that you have questions about feel free to get back to our support team; they will be glad to keep assisting you with your inquiries. 

@sharenslz As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. You reside in the European Economic Area (EEA), that's basically the main difference between both options. 

@vincent3232 I know that you're new in the Fitbit Forums, but as we have mentioned before if you have questions about it please feel free to get back to support team or check your warranty options.

@GB5 Thanks for sharing your feedback. We'll pass it along to our team.

@GAonMyMind we appreciate your comments about customer support interactions. Please keep the conversation open with our support team, they will be checking your options. I hope they can provide you with a resolution to your request.

@Carle2005 thanks for getting back! Sorry you feel that way, as mentioned before we don't want to create frustration to our users as we try to help each one of them. Your feedback is really appreciated, please let me know if I can help with with anything else!

@jessbeast nice to see you again, thanks for reaching out the Forums to get more information about your future purchase. We hope you can stay within the Fitbit family, each case is different but you can read more about our options here. Let me know if you need more details about this.

@RussC we appreciate the feedback, but we can continue giving you support via email; our team can check your case to see what options you have.

@Jules03 thanks for this information, it sounds like you're having a different issue. But please keep communication open with our customer support, they will be glad to keep assisting you as soon as they have any update about this. We appreciate your comments about customer support as we try to give the best help according our possibilities.

@Runtennis thanks for posting your inquiry here. We've received some feedback about some users having issue with Ionice, but we have a team with special tools to handle this type of situations. I've noticed that you've a case open for this situation, please keep communication open with our team, they will be happy to help.

@Locke2384 Sorry for the inconvenience with your Ionic, our team will be contingenta you shortly. Please keep an eye on your email inbox. Let me know if you have questions about it. 

I'll be around if you need anything else.

[redz7337]

1. Mine went black today and stopped working at 14 months old. Fitbit says so sorry but we can give you 25%off a new one. I'm done with fitbit. Time to look for a different brand.

[GAonMyMind]

COMMUNITY MEMBERS:

On several review sites, including Amazon, BestBuys, the BetterBusinessBureau, and Trustpilot, you will find helpful information regarding how to address "FITBIT IONIC STOPS WORKING",  and related Bug and Stability topics linked to the firmware (latest Dec 2018) and App Updates (Six since the begining of 2019).  

Here, you will find some helpful recommendations relating to what can be done to address the issues of the Fitbit Ionic BLACK SCREEN-No images, and the Fitbit Ionic WILL NOT CHARGE (manufactuing defect).  

Please see here for the Guidelines for posting on this FITBIT COMMUNITY forum.

https://community.fitbit.com/t5/help/faqpage/faq-category-id/participation#communityguidelines

I recommend bookmarking.

I hope you find this note helpful.

Thank you.

[Nilky]

@GAonMyMind - It sounds like you are experiencing the same issues as many of us with regards to the Ionic device.  Have you found a solution to the problem with yours?  Can you provide links to the "helpful information" that you referenced in your post?

[GAonMyMind]

Hello.

RE: Fitbit Ionic Stop Working:

Yes - My Fitbit Ionic is completely NON-functioning.  Multiple chargers have been tested without positive results. A full reboot has been tried under the guidance of Fitbit Customer Care with no change in status.

• I recommend all on this Community try new chargers and rebooting to see if you see different results.

Current Status:  

I have a formal case open with Fitbit Support, and have been in email communication with their team since mid-March, discussing topics ranging from Warranty timelines/terms to Ionic Manufacturer defects resulting from the Dec 2018 firmware update and/or Jan - March 2019 App updates. 

• I am currently waiting on a response to my 3.21.19 correspondence.

RE Links to Sites and Recommendations.

The Fitbit Community Moderator(s) have removed two of my posted that contained the links requested, stating they were in violation of the Community Guidelines. These links contained both references to numerous reports of FITBIT IONIC STOP WORKING and/or Manufacturer defect inquiries as well as recommendations by Clients RE potential solutions to try.

I wish I had more to offer at this point.

[redz7337]

My ionic was 14 months old so customer service was like we value your loyalty but sorry for your luck,your warranty expires. I get asked about it all the time but I'm  going to make sure people know not to buy it because its junk.

[MR095Sic]

Wow. Their support team is so tone deaf to issues with the Ionic.

I just had a  syncing issue with the app, contacted Fitbit support, got halfhearted, useless ‘troubleshooting’ advice, and then was offered a 40% discount on purchasing a New Ionic because my Ionic is out of warranty. No real solutions were offered.

I have come to believe that, when you purchase a Fitbit watch, you basically need to know you are spending money on a watch that in less than a year will stop working.  They will send you a new tracker, but that one will also stop working in less than a year, and then you are out of luck! Great business model, Fitbit!!!

My favorite part of this whole thread is that the support person that keeps appearing from time to time continues offering completely useless advice that offers no real solution to the problem and then marks the issue as solved! This is like a metaphor for their whole customer support model. Fitbit will not survive long if this is how they treat their customers.

[KLUBfire]

Welcome to the club. So many ionic devices have stopped working just after the warranty period. My device stopped working and I have tried all recommendations to fix it. Since there is no solution I think I am going to look into another device from Samsung or Garmin. Fitbit has taught me that they don't really want my business.