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?

[JOJONKB]

Ya let's hope I get it!!! Thanks!!

Sent from Yahoo Mail on Android

[FLTiger]

I have the same issue with my Ionic.  This seems odd that there are so many failures at about the same device age.  Does anyone know what the battery life is for these devices?

[JOJONKB]

Not sure but very odd!!! So many at the same time!

Sent from Yahoo Mail on Android

[mostau]

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@mostau wrote:

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 😞

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Well I did call back customer support and got my case escalated, however they would not offer a replacement.

She did explain that the 25% discount is totaled as a 40% discount if you choose another Ionic.  I verified this and it is in fact showing a 40% discount.  I have 30 days to decide and will think about this some more.

As a short term measure I was able to get a used MS Band 2 on ebay for $35 (they are really cheap now that they are discontinued 🙂 ).  I loved my Band 2 until it died and will see if that can tide me over while I decide.

[FLTiger]

I have been reading through the Fitbit financials, and I estimate that there were about 400,000 Ionics sold in Q4 2017.  The failures in this forum are in that group.  In subsequent quarters, there were about 2 Million total Ionics sold so, if this is a systemic problem, there should be some pretty dramatic fail numbers coming up.

I like the Ionic, but this is a very disappointing performance for the company.  (I had an older charge that was replaced also with no explanation of the failure that eventually died as well) If this is an Ionic product component failure issue, or some type of forced obsolescence, why not offer to fix the products that went out to early adopters that helped drive the product?  Or put an Ionic trade up program in place to move up to the Versa if that is the preferred platform (which may be what is being done with the 25% and 40% off vouchers I see in the forum)? 

I understand evolving technology and rapid company growth.  I would like to see a better plan for customer retention for what could be the leading lifestyle appliance in the industry.   We will see.....

[hnwhite73]

This problem has not been solved! My watch just failed after 12 months and TWO WEEKS. This is a SYSTEMIC problem affecting numerous users... All within the same time frame. Why is this post marked solved? FITBIT this is a huge disappointment. And be sure every user will share their issues, not only with the product but with the support. The Ionic is a terrible investment. 

[hnwhite73]

And how long have you had your watch? The problem is the number of failures so close to warranty expiration as well as lack of adequate customer support. Why would anyone continue to pay 10% off for the same product that failed one year earlier with no reimbursement? I can get 10% off at a store sale. This problem has not been solved! My watch just failed after 12 months and TWO WEEKS. This is a SYSTEMIC problem affecting numerous users... All within the same time frame. Why is this post marked solved? FITBIT this is a huge disappointment. And be sure every user will share their issues, not only with the product but with the support. The Ionic is a terrible investment. 

[dlow77]

Solution for me was returning the Ionic and opting to go with Apple Watch. I could have exchanged for another Ionic, however Best Buy no longer sell extended warranties for Fitbit products. That in itself told me all I needed to know. My Ionic went out in 7 months and again in 8 months. At the very least I'd move to another model if I were sticking with Fitbit and definitely purchase the extended warranty. 

[SantiR]

@rfjouben @Katers596  Thanks for sharing your input on this thread. Customer support should have replied to you already. Did you got any replies? 

@mostau  I hope you're doing well! Thanks for sharing the outcome you had with customer support. I hope to see you back with Fitbit again.

@Sbsocha  Thanks for sharing your experience. I'm glad the customer support team was able to send you a replacement unit. 

@HollyDay74  Welcome to the Fitbit forums! Thanks for sharing your experience on this thread. Thanks for sharing your feedback on this thread. I hope to see you back again with Fitbit.

@dlow77 Sorry to see you go! Please feel free to check other Fitbit devices models here.

@FLTiger  It's great to see you in the Fitbit forums! Thanks for posting your inquiry on this thread and for reporting you are experiencing the same. The battery should last around 5 days depending on usage,. By any chance, have you tried performing a restart on your watch to see if it will turn back on?

@JOJONKB  I hope you're doing well! Thanks for sharing this. I'm glad customer support was able to sort out this situation for you. Feel free to try these replacement set up steps once you receive the new unit for you to not loose any of your previous data. 

@hnwhite73  Welcome to the Fitbit Community! Thanks for sharing your feedback on this thread and ll of those details. I've been informed that you have a case with customer support already and that they were able to provide a solution to get you back on track. Is this correct?

Keep me posted! 

[Deepak_dhami]

I got replacement unit from customer support .... Thank you fitbit... Hope it lasts longer...

[Bgodin]

My experience is pretty much the same. My Ionic hasn’t been syncing properly the last couple weeks. It was working when I went to bed and when I woke up in the morning it was totally dead. I’ve tried charging it and it’s still dead. If this is what is to be expected from Fitbit I will not be buying another one.  I think it’s a fatally flawed product.

[OferGrosz]

This keeps getting better. I called customer service again and was moved up to a supervisor who was questioning me what I didnt understand from my first call in 2 weeks earlier that the service rep put in the notes that my battery failed and I was out of warranty. Not at anytime in that discussion did we agree it was a battery failure. He claimed he understood my frustration but a discount was the best he could do. But after reading other posts I wanted to talk to a supervisor, So I called in again and after she let me tell my side of the story and that this is a software failure and i explained in detail the chain of events starting with a perfectly fine working Ionic to a software update and then to a dead Ionic is not a hardware failure. She says She completely understands the situation and needed to take this to management on a Monday since I called on Sunday and would try and get me a replacement. That was on Sunday and have not heard back yet. At this point I am 1-1/2 weeks in to wearing a Samsung Galaxy Watch 46mm and since I bought it at BestBuy I have the option to Buy,Try,Return in 2 weeks. At this point if Fitbit will not take care of this problem THEY created I will be keeping the Samsung and to be honest I am liking it more and more everyday.

[JOJONKB]

How long did it take you to get your replacement

Sent from Yahoo Mail on Android

[Bgodin]

My issue just started last night and FYI my Ionic is only 9 months old... They claim it synced at 6:45 AM this morning, but it's completely dead with no lights on or screen response. I have to have it plugged in to do a factory reset which of course I can't do until I get home from work tonight. Something is definitely wrong with the Ionic and they simply won't admit it. 

[Colorado_AL]

What fitness software are you using with the Gal watch?

[Darcella]

Did you get a cell option on that GW? Sent from my Verizon, Samsung Galaxy smartphone

[JennJen1]

My ionic did the same thing this morning and the more I read, the more I am seeing that I am not the only person. I am pretty irritated right now since I dropped $300 a year ago and have nothing to show for it now.

I had been a Garmin user for 5 years but heard so many things about the ionic and I liked the appearance of it that I made the change. Now I am wishing I had done a little more research.

[OferGrosz]

I am using the Samsung Health app for now.

I did not get the cell option as I usually have my phone close by. What I like is I can answer the phone and text messages with ease. The biggest thing is the notifications come through great.

[johneric8]

My wife has had her Garmin Vivoactice for 4 years nearly now.  So I can vouch for Garmin and it's superior build.  My wife paid alot for that watch as well and it's proven well worthy of that investment.

I will not say too much about the IONIC or fitbit's build quality because I don't want to seem non supportive, but with a little digging you will find out all you need to know about the IONIC.  I don't think any of us expected to spend over $300 and be lucky if it made the 12 month warranty.  I know that I had two Ionics that failed within 14 months,  and I also have a few friends and the same thing happened to them.

I'm giving fitbit one more chance with the Charge 3 and as long as it works I love it. At least with the Charge 3 the investment isn't steep so it only makes it 13 months the disappointment wont be as bad.

[Colorado_AL]

Thanks