Ionic suddenly stopped working - My experience with Support

[Sadanandahegde]

It’s been 16 months and all of a sudden step count and HR stopped working, support team responded to restart/reset the device which I had already done before reaching out to support.

now they sent me a link showing that I am out or warranty and they are very sorry for what happened.

i was not expecting this kind of response for a flagship product.

looks like time to switch to Apple Watch/ garmin trackers, at least they are reliable and support is also good

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hey @Sadanandahegde welcome aboard, thanks for bringing this to my attention.

Thank you for troubleshooting your device prior to posting, I totally understand how frustrating this matter can be for you. Since you already contacted our Customer Support team, I recommend you to get in touch with them again if you need more information and details regarding their conclusion. Also, for a better understanding of the information that was provided by them, I suggest you to check our warranty policies here. Take in consideration that Fitbit is always striving to improve the Fitbit experience with our products and services, therefore, the feedback that was shared is appreciated. 

Let me know if I can do anything else for you. 

[Sadanandahegde]

For a flagship device like ionic I was expecting next level of customer support which include a visit to service center for basic diagnosis, after reading all blogs it is evident that there are two ways.

1. use the tracker if everything works

2. replace it if under warranty, else use the limited features like a wrist watch.

I was always a big fan of fitbit for the design and earlier owned older versions of device, so chose ionic over garming/apple watch.

looks like I should go back to other trackers.

[RicardoFitbit]

Hi @Sadanandahegde thanks for your reply and the information that was posted, my apologies for the delay in responding your post.

Thanks for taking the time to share your experience and thoughts with us, the feedback that was provided in both of your posts are really appreciated because such information help us to evaluate our procedures for future scenarios. Don't hesitate to contact me back if you need anything else or have any additional questions for me to answer.

I'll be around. 

[Bobie10]

I just had the same response for a 20 month old watch!   The motor went last week and yesterday the whole thing died. Now it won’t wven charge.     They offered me a 25% discount and I said for a $250 watch... I would expect more from Fitbit and the fact that I have been a loyal customer.  This is my 3rd device with Fitbit and 5years.   I am so disappointed.    I told them the same last week that I think it is time for an Apple Watch.   Now I am sure of it after it died.  

[Talthian]

There is a good amount of fitbits that don’t last beyond 14 months. You will find your ionic will just be dead one day. Customer support will try to get you to reset or clean your contacts. They will claim not to have heard of the problem and then they will offer you 25% off any device or 40% off a New Ionic.   

In the forums they will let this topic go for about ten pages and then close it claiming it’s off topic. 

I am still ill looking for some response to this issue from Fitbit but they seem to not want to not acknowledge the issue. 

[Bobie10]

That is just what happened.   Offered 40% off another ionic.   I said I was leaving Fitbit.  After 5 years.  Time to say goodbye.  I was not amused with the patronizing tone of the agent either.      So disappointed in this product and company.  

*** update I did not get s solution. Have nonckuevwhybitbus marked as such.   

[Khalilmm]

I posted the same earlier today and it seems like quite a few of us are experiencing the same thing. Customer service told me to buy a new one since I am out of warranty. I posted here this morning and my post got pushed all the way to the bottom. There is something that happened this morning that messed up our ionics and fitbit refuses to take responsibility of or help is fix it. That is not the level of customer service expected from buying a smart watch that is supposed to be their top of the line.

[Bobie10]

Well, that’s interesting. Not in a good way.   Sorry this happened to you as well.  

[Sadanandahegde]

And funny part is yesterday I didn’t wear ionic devise and still it was showing that I walked ~800 kilometers.

[Bobie10]

So today it powers to 94% but will not connect to WiFi.   But if I leave it off the power it depletes to nothing in minutes. It says I accepted a solution.   I did not and CS never sent the link.   Such poor way to treat loyalty for 5 years.   And yet a weird sense of freedom without any device. 

[Bobie10]

2 of my friends ionics died yesterday as well.    Hmmm something is going on!!! 

[Bobie10]

Ricardofitbit - just wanted to send a sarcastic thank you as you never addressed my issue.   Again showing over 5 years loyalty means nothing to Fitbit.  

[RicardoFitbit]

Hello again! It's a pleasure to continue providing assistance, my apologies for the delay in responding. It's nice to see you again posting on this thread, welcome back @Bobie10 @Talthian @Khalilmm and @Sadanandahegde. 

Sorry for the inconveniences some of you experienced with the Fitbit products, I want to thank all of you for the time you took to share your thoughts with us. I assure you that we take in consideration all the feedback our users provide and that we're working everyday to improve our products and services.

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. As our policies mention, the warranty is 1 year from the date of purchase except if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, in such case, the warranty period is 2 years from the date of purchase. For more information and details about the outcome provided by our Customer Support team, please contact them back directly. As a Community Moderator I'm unable to access to your personal information whe it comes to a warranty-related process.

See you around. 

[SunsetRunner]

Mine did the exact same thing last week. I was driving and noticed the screen come on. Large Fitbit logo until the battery died. It won’t hold a charge, and just flashed the logo every 5-10 seconds until the battery dies. They sent a replacement since it’s under a year old. The replacement will not update.... not looking good. Now I’m told there was just an update issue today and to try back an hour later.... all day long. 3rd device will not be a Fitbit, I’m losing money off my health insurance because it’s not active.

[Bobie10]

I saw that there was an update.  I was hoping this was a fix...alas the ionic watch just flashes the logo and will not power on.    I am looking at Apple.   

[Khalilmm]

@RicardoFitbit I am not arguing the warranty or questioning how it works. I am saying when an issue like that happens to a lot of ionic users the same time an update is released is a bit suspicious. The update had a bunch of bugs in it and everybody suffered from it. People that are in warranty got their watches replaced that's why you dont see then here. But us that are not covered anymore feel like we got robbed. I've never seen a $300+ watch die after a year of use but apparently that is how Fitbit builds its product.

[Sadanandahegde]

Exactly, regardless of whether the device is under warranty or not, I was not expecting this kind of customer support  where a patch is released and everyone suffers. like this no one will have trust in fitbit.

My friends are already making fun of fitbit saying cheapest mode of transport from point A to B, because for me fitbit clocked ~800KM in one day. impossible to any human being.

[Birger]

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@RicardoFitbit wrote:

Sorry for the inconveniences some of you experienced with the Fitbit products, I want to thank all of you for the time you took to share your thoughts with us. I assure you that we take in consideration all the feedback our users provide and that we're working everyday to improve our products and services.

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. As our policies mention, the warranty is 1 year from the date of purchase except if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, in such case, the warranty period is 2 years from the date of purchase. For more information and details about the outcome provided by our Customer Support team, please contact them back directly. As a Community Moderator I'm unable to access to your personal information whe it comes to a warranty-related process.

See you around. 

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I can add trhat in Norway it's five years by law.

And... A friends Ionic just died as many others do when they are 1-2 years old. Both my wife and myself hav Ionic and are happy with it so far. But, we are worried about the quality after reading about all the ones having Ionics that dies suddenly.

[MikeR417]

How did you determine that your device was recently updated?  I wonder if that is what happened to my old watch, and two new ones I just tested.

Thanks