Ionic suddenly stopped working and will not turn on.

[Darcella]

My ionic was working after i just charged it.  It and my phone saif full battery.  I looked at the time yesterday and nothing!! It's  black!   This was maybe 90  min after i put it on

Came home plugged it in and tried to restart it still nothing! 

Now what! Ive had it for 14 months,  no big issues.  Now i have a doorstop?

[Gogg03]

It gets better, tried to send an email to support but it seems Ionic is not on the product list?

Hope it's just some error on the website, not they're trying to hide something...

[Changewind]

I got the so called offer after calling customer support which was nice in saying, yep my Ionic died for no reason but was out of warranty and I could buy with the 25% or 40% off another Ionic.  I decided to try one more time and bought the Versa (at half the price of the Ionic of course), but I know this situation has really soured me on Fitbit and this will be my last try with them.  They are really just shoving this Ionic situation under the rug, either that or doing their best to destroy the Ionic one way or the other.

[Colorado_AL]

No matter how you cut it they will loose their high end customer base.

Al

[SantiR]

@zeweis I hope you're doing well! Thank you very much for sharing the experience you have had so far with customer support.  I'm glad you are getting a replacement unit. Feel free to follow these replacement set up steps once you receive it so you won't loose any of your previous data. 

@rfjouben Hi there! The post was unmarked as a solution.

@NotsoHappyG I hope you're doing well and welcome to the Fitbit forums @EDarling80 @OferGrosz! Thanks for sharing your experience and feedback on this thread. Sorry to see you go.

@Darcella Thanks for your reply and for being such a long time Fitbit user. It's unfortunate to read that the solution provided by them is not the best for you. Feel free to provide this feedback to them as well!

@Gatorjoe74 Thanks for updating! I'm glad your wife's watch is working properly now.

@dde33 @Donnagir67 @Gogg03 Thanks for your reply and for trying the steps provided in order to sort this out. I went ahead and created a case with customer support in your behalf. Keep an eye on your email inbox for next steps.

@D.J.1 Welcome to the Fitbit forums! Thanks for taking the time to share the experience you have had with Ionic not syncing and not updating. Thanks for trying the restart steps.

I'd recommend trying the following troubleshooting steps:

• Syncing
• Updates

Is the display turning on on yours?

@Colorado_AL Thank you very much for sharing troubleshooting steps to help other users. Also, thanks for sharing your experience and feedback on this thread.

@dlow77 It's great to see you in the Fitbit forums! Thanks for trying the factory reset and for purchasing an extended warranty. Good luck!

@Changewind Thanks for sharing your experience on this thread. I'm glad you got a Versa. Feel free to check the Versa Board and participate on the threads there.

@BugDoc Welcome to the Fitbit Community! Thanks for taking the time to share the experience you have had with Ionic. Thanks for sharing the workaround that helped you out with this. I will leave the steps on how to change the clock face here so other users can try this out as well.

Hope this helps. Keep me posted! 

[dde33]

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@SantiR wrote:
. . .

@dde33 @Donnagir67 @Gogg03 Thanks for your reply and for trying the steps provided in order to sort this out. I went ahead and created a case with customer support in your behalf. Keep an eye on your email inbox for next steps.

 . . .

Hope this helps. Keep me posted! 

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Thanks, looking forward to it!

Moderator Edit: Format

[Katers596]

Perhaps if Fitbit can not offer and replacement for these slightly out of warranty Ionics, they could offer an extended warranty to those of us who buy a new one? That would make me feel a bit better.

[JOJONKB]

My Ionic just died about an hour ago....Just stopped.   Have had it since Nov 2017.   Customer service is no help at all!!  anyone get theirs to get working again?

[Katers596]

No, never worked again. I also bought mine in November 2017. Mine died 2 weeks ago.

[JOJONKB]

3 weeks ago my account was hacked and it took customer service over a week to get it back up and running again.

[SantiR]

@JOJONKB  Welcome to the Fitbit forums! Thanks for reporting that you are also experiencing this. Thanks for contacting customer support already.

I'm sure customer support will help you get a solution to this to get you back on track. Please do let me know the outcome!

@dde33  You are very welcome! 

@Katers596  Thanks for your reply and for sharing your input on this thread. Currently, it is possible to opt for an extended warranty at the moment you purchase a Fitbit device at the Fitbit Store:

Keep me posted! 

[rfjouben]

The extended warranty information is not really that helpful to the people who purchased the Ionic when it was first released in 2017 as it was not an option at that time and we still paid $300.

A few post indicated that Fitbit replaced their out of warranty devices (Ionic over 12 months old on the US) but customer support is still not responding to my emails and when they do respond they are not replying to my question but rather are just advising of the warranty period. 

Can any US customers who had their device replaced after the one year warranty expired please post to help the rest of us out and give some help to customer support on replacing these devices.

[Katers596]

Yes, please!! They won’t respond to me either.

[rfjouben]

https://investorplace.com/2019/02/fitbit-stock-rise-after-fourth-quarter-results/

Once again a company is hitting higher sale and stock performance on the backs of the consumer but yet they cannot honor their commitment to the customer base. With all of the devices that appear to have failed within the last two weeks I wonder how long before the stock drops again.

[mostau]

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@Katers596 wrote:
No, never worked again. I also bought mine in November 2017. Mine died 2 weeks ago.

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Mine died this morning.  Also purchased November 2017.

I will call support but from what I am seeing on this forum I will not have much luck 😞

[mostau]

I had as much luck as I expected.  They offered me only a 25% discount.

I doubt I will move forward with that so I am mulling over my options 😞

[Sbsocha]

Don't rely on email to get this done. I called and when they only offered a discount, I asked to have my case escalated to a supervisor. I told him the story with my Ionic and he replaced my discount offer with a replacement offer. I got my replacement about a week later. It is only the main watch part that comes as the replacement, but that works for me. I am back up and running. For how long? Who knows.

Call this number and be persistent if necessary. 1 (877)-623-4997.

There is clearly something wrong and they need to stand behind it. They did for several of us.

[Colorado_AL]

Let us know what options you come up with. I'm sure my time will come at
some point.

Al

[JOJONKB]

...I found out that  someone in the Chec Republic hacked my account and was trying to get a new fitbit off my account. 2nd time I have been hacked in a short amount of time with these guys.  Not sure if this was why my watch died or not..Fitbit sent shipping labels to send back and they are sending replacement at no charge

Sent from Yahoo Mail on Android

[HollyDay74]

Clearly there is something wrong with a huge batch of Ionics. Mine was working perfectly when I went to bed and when I woke up this morning it was dead. I did the chat with a Fitbit staffer, but alas got nowhere (except the 25% discount, which I likely won’t use because I won’t purchase in US dollars from the website). I just don’t undersand why Fitbit won’t investigate WHAT the actual problem is. They should WANT to know why their devises die between 12 to 15 months after being activated. I’m not sure what I will do; I really do love my device. 

[Colorado_AL]

Wow..
Fun stuff.
Glad you received a replacement.

Al