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Ionic stopped working

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‎10-08-2019 15:57 - last edited on ‎07-16-2020 15:24 by Fitbit Moderator

‎10-08-2019 15:57 - last edited on ‎07-16-2020 15:24 by Fitbit Moderator

In less than 2 years my ionic stopped reading everything.  I reached out to customer support, Alfie, and he told me that my ionic was defective.  Since it was outside the warranty period I was out of luck.  I said but it’s defective, “doesn’t matter he replied”. Anyone have this happen or feel that for a defective product it should be replaced?  Not wear and tear here but for a defective watch?

 

Moderator Edit: Clarified subject

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9 REPLIES 9

‎10-09-2019 06:46

‎10-09-2019 06:46

I agree. I went to sleep with 52% battery life. When I woke up my Ionic was dead. Not charging rebooting, nothing. I can't reset or do a factory reset. Just dead. They also sid sorry buy a new one. Mine is about 22 months old

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‎10-09-2019 07:34

In response to NicoletteH

‎10-09-2019 07:34

that stinks.  sorry to hear that happened to you but glad i'm not alone with this happening.  With such a high price tag i couldn't believe that was the response.  I would understand more if it were something i did or you did that damaged it and wouldn't work.  But for a defective watch or component and them to say to bad you'll have to buy a new one seems like bad business practice.  That's completely out of our control.  Alfie, my customer support chat person, even admitted it in our chat that it was defective after doing all the resets including the factory reset.  It's a shame, i've been with Fitbit from the beginning so i thought i'd be valued as a customer a bit more than the way it was handled and i was treated.  Just shows you what really matters to companies.............$$$

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‎10-09-2019 14:36 - edited ‎10-09-2019 14:36

In response to almighty

‎10-09-2019 14:36 - edited ‎10-09-2019 14:36

You are definitely not alone, there are a LOT of us here with dead devices, I have had two die, both before they made it to a year. On this second one they said too bad so sad, don't care that its only 9 months old, you can buy a versa lite for 40% off though! Basically your best bet is to move on to another brand. 

Best Answer

‎10-09-2019 15:45

In response to zerodameaon

‎10-09-2019 15:45

Thanks for sharing.  Honestly I’m a bit turned off by how it’s been handled and how the watch held up.  I had a problem like this with a surge.  I’m not really liking the Versa, even at 40% off.  Dealing with support like I have I think I’m going to try an Apple Watch.  Support from Apple has been great, problems with products they have resolved so I’m assuming they’d do the same with the watch.

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‎10-10-2019 02:41

In response to almighty

‎10-10-2019 02:41

It's a very sad day/week for me. I'm forced to investigate other brands with similar features. I love the music function, so that is a must for me. 

I'm looking at Polar M600, Garmin Vivoactive 3 Music and Garmin Forerunner 245. The 1st 2 have touch screens. They can change faces and one can add widgets to the Garmin.

What really irritates me from Fitbit is that I bought the top model, so there is nothing else like the Ionic to compare to. I don't like the Versa and it looks cheap

Fitbit aftersales sucks, with no repair centre or option like the other. I'm sad to say, but I think this was my last Fitbit

Best Answer

‎10-11-2019 03:19

In response to NicoletteH

‎10-11-2019 03:19

So I ask these idiots a few questions:

I  would just like to know before I go out and buy another Fitbit Ionic

  1. Is this a general problem that the lifespan of the Ionic is less than 2 years?
  2. How can I prevent it from happening again?
  3. Why don't you have a repair service available?
  4. Why don't I receive a discount like many of the other users that have the issue as myself?

I've lost trust in Fitbit and am not sure if I must buy another product from you

 

And this is their not specific answer:

We understand your concern at this point. In order to respond to each doubt you've asking, we'll replay in the same order:

  1. We would like to clarify that this is now a common issue for our Fitbit, always looking and diagnosing our user's trackers to verify the reason about each reported issue. We have to take into consideration internal also external details that can affect the Fitbit.
  2. In order to prevent this kind of issues, we suggest to sync directly with a compatible device and also safety measures while using your Fitbit as avoiding high-intensity workouts also hits.
  3. Due to Fitbit policies, we as Customer service can provide with guidelines, suggestions and protocols to verify, diagnose and resolve any reported issue, so for that reason we don't require as for now repair centres.
  4. Every discount is provided according to each country of residence and presented the scenario. However, our System just let us offer a discount for countries that can be supported by our online web store. If your country doesn't have available web store, we're not able to offer a discount.

Load of BS!!

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‎10-11-2019 03:58

‎10-11-2019 03:58

I agree with you that if the Fitbit is completely defective for reasons outside the customer's control, the company should replace it to show its commitment towards the customer. there are some other competing products and I would not buy another Fitbit after a defective one not replaced by the company. I would just leave the company and look for other brands. wouldn't  you do the same?

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‎10-11-2019 10:52

‎10-11-2019 10:52

I had the same problem. Every time the second hand on the clocked moved it recorded steps. Now it doesn’t record steps or track heart rate. Spent all morning on tech support to no avail. They offered a discount on new device since it is a few months out of warranty. Obviously there is a major issue with the device or updates or something and FITBIT is not standing behind there product. Why would I buy another Fitbit devices if this is how they feel about their products. Total bs. Has anyone been able to get a resolution. I would love to speak to someone in the States that can provide an answer but Fitbit is hiding behind their Central Asia support operations. Any ideas how to fix this Ionic before a take a hammer to it and smash it??

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0 Votes

‎07-16-2020 14:08

In response to Barrymc63

‎07-16-2020 14:08

Always buy Fitbit using a credit card that doubles the warranty... especially it for the ionic .... it doesn’t last more than an average of a year ... if you are lucky the first time it does is before warranty is up, then it gets replaced... and then hopefully second breakdown is before the 2nd year warranty is up with credit card ... sucks that they often last 14 months ... but ionic is really anywhere from 9 to 14 months of use.... this should be considered when purchasing ....

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0 Votes