Ionic stopped working

[notty22]

I believe the app upate for the IONIC that happened on or about 3/5/19 broke the Ionic's ability to hold a charge.  Like others, I have been unable to restart my IONIC after it went to zero charge.  When I called the help desk folks, the first thing she did was tell me to update my Fitbit app on my phone via the playstore (android).  And then we tried to change the watch face, ie: sync the phone.  It's unable to connect.  I believe the new update is Fitbit's attempt to correct their last update problem.  If you are lucky to enough to get the Fitbit to connect, you will likely be able to fix the issue by following this plan.  Because my device is dead and unable to sync, I'm out of luck.  I got the 40% discount offer, which I am not going to use. 

Moderator edit: updated subject for clarity and word choice.

[AndreaFitbit]

Welcome to the forums @notty22, It's nice to see new faces around. I'll be glad to assist you with your Fitbit Ionic inquiry. Thank you for mentioning the steps you have followed in order to resolve this situation.

Thank you for letting us know that you already got in touch with our support team. 

You were offered a discount must likely because your tracker were out of warranty, you can read the Returns and Warranty policy so you can have a better understanding of the response offered by our Support Team. 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here. 

Our discount is an option that can be considered if our customers wants to stay within the Fitbit family, I'd like to encourage you to check all the new trackers we have in the store in case that you're interested.

Keep on visiting the forums.

[tjonesy3]

My ionic stopped working yesterday. Have had it on charger for hours. Won’t power up, can’t perform factory reset, nothing 

[notty22]

Thanks for the welcome, but did you really read the post? You broke my device, along with many other user's devices. Your faulty update caused the issue. The device warranty is not the issue.



Sent from my Verizon, Samsung Galaxy smartphone

[SunsetRunner]

I have to agree with the original post. The update broke my Fitbit Ionic. I’ve been on the phone with customer service but still nothing has been resolved. 

I ran the uodate on wednesday and day and it hasn’t worked ever since. What’s the deal?

[notty22]

I would not need a new device if your update to the app had not broken it.  Fitbit needs to start owning this stuff or more people will be leaving Fitbit for Samsung like I am.  Your resolution to give me a discount on a new device is ridiculous.  

[SunsetRunner]

I am getting the same response. This is obviously not a user issues, and unfortunately I am out of warranty, by 5 months, but this issue occurred as soon as I ran the update suggested by Fitbit. 

[DanSimp]

Mine stopped working all together 2 days ago as well, wont hold a charge and is draining instantly in a few hours. 

[SunsetRunner]

@DanSimp Did you run the uodate as well!

[notty22]

sounds exactly like what happened to mine!

[tjonesy3]

My last sync was 3/15 at just before dinner. I think I loaded update but can’t be positive. What’s irritating is that the support person I was corresponding with kept wanting me to try to do a reset. Must have suggested it 5 times. Nothing changed after trying, seems like they were trying to give me the run around. I’ve had issues with Aria scale after an update and now this. I’ve sold my Fitbit stock and will probably not make another Fitbit purchase if this ain’t resolved to

my satisfaction

[SunsetRunner]

@notty22 I got nowhere with them. Only offered. 40% discount because it’s not syncing and I am out of warranty. 

Not a a user error, this happened after I updated the app. I haven’t even had this for 2 years yet. I’m so upset at this. 

Its like they test their products on their customers because their products don’t last long. 

[goldsm]

Same here .... very disappointing.

[SunsetRunner]

@goldsm @It’s quit upsetting that they’re not taking ownership of this update error. 

[goldsm]

I suspect something is happening that the product and support teams dont understand.

[DanSimp]

They only offered me 25 percent.  No way all of us are having issues and it's not a update error.

[tjonesy3]

Your update rendered all of our fitbits, (Mine was an Ionic) inoperable. This wouldnt happen to an Apple watch. I dont care if its out of warranty or not. It was fine until your update was loaded, like i had any choice. Same thing happened to my Aria scale. I loaded the update and the scale stopped syncing. 

You need to do right by your customers rendering their fitbit unusable and then offering them a discount on a new one is disgraceful

[Jnutt05]

Huh, same thing happened to mine yesterday.  They offered me the 40% since it is out of warranty as well.  

[DanSimp]

Lots of people here having ionic issues at the same time right after their warranty is up.  Maybe fitbit needs to do better then discount.  Apple is. Currently in trouble for forcing updates that caused issues with devices.  Try harder Fitbit.

[Jnutt05]

I have a case started with fitbit due to the unintentional or otherwise bricking of many ionics.   I encourage you to reach out to customer service in regards to Case #  29416291.   That is the case number  They need to do something for the ionic owners that had their devices bricked and rather than offer any type of repair just offered 40% (or other) off buy a new one.