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?

[rfjouben]

@SantiR Did I get an email yes, did I get an answer, No. I think I must have over 50 emails with the same answer which essentially all give me the stock answer on the warranty and a link but none address a specific question I have regarding replacement.

[Bgodin]

So basically even though it lasted only nine months and is under warranty I’m pretty much out of luck... 

[GB5]

I have the same issue. Black screen after a few hours following a full charge. Also got it in 2017 around same time as others who are reporting failures. What to do?

[RunnerGirlJenn]

I encountered the same problem this morning totally stopped working after 12 months and 15 days. But my struggle doesn’t end there tonight I went check my app and i had to log in and there is no ionic that has been synced, nor is my son’s Alta showing and all my data for the last 12 months has been lost. Along with any posts or comments I have made in the forum. 

Awesome way to go into my 3rd week of half marathon training!!

[Towable_Pompano]

I've been dealing with the Fitbit customer sales service team for one week, not only are they not able to give appropriate responses to the fitbits lack of performance they send you on a goose chase of resolving the issues with the app. Here's a solid idea, Fitbit should scrap their IT team, hire decent coders and have this issue resolved, oh and hey when there are noticeable issues with the hardware and or software send out a global notification to all of your users instead of having them freak out.. holy you would think this is your first time handling a business ? Way to be fully disclosed and pissing off 75 % of your customers only to send them to Garmin or Samsung... by the way that's my next watch ... Fitbit can kick rocks.

[WaterPoloCoach]

I am now on Ionic no 3 - its been replaced twice and now this one has failed too. It wont charge or switch on (was working perfectly this morning when I went to the gym).

I have tried the factory reset absolutely nothing has happened so have now lost all confidence in Ionic - its junk. There must be a serious flaw in its design for me to get 3 that have failed.

[OferGrosz]

I have now been informed by a Fitbit Supervisor that my Ionic is being replaced at no cost. Here is a part of the email sent to me.

"First, please accept our sincere apologies for the length of time it has taken to sort out your concern. We have a good news for you. After we discussed your situation with our higher level of support, we are given an approval for an Ionic replacement. Please keep in mind that this is not an extension of your warranty but a one time exception."

 My second call to Fitbit's Customer Service I asked for a Supervisor which I had to explain in detail the issue I was having that my Ionic failed due to a software update that caused it to fail. At this point I am Happy that Fitbit is stepping up and going to take care of this for me and for the Supervisor even though she was a little hesitant at first once she understood the problem she took a real interest in helping resolve this. I am sure the Support center is being bombarded with calls and emails.

So if you are ok with the discount they offering for a quick fix and a new watch or be persistent and call and work your way to a supervisor and state your case with details and you might get a replacement.

I was pretty hard on Fitbit for the way they are handling this issue and I am satisfied with the end result. Good Luck Everyone

[Katers596]

I’m so glad that they did the right thing for you. I will continue my fight with renewed vigor!

[WaterPoloCoach]

To be fair the customer service has always been very good. But having had a 3rd watch fail in 2 years I have lost confidence in Fitbit products.

Sent from my iPhone

[hnwhite73]

Yes they were. Thank you.

[Bgodin]

Fortunately they’re replacing my Ionic for free. Hopefully this one will last longer than nine months. 

[YojanaFitbit]

Hi guys, thank you for reaching out to the Community!

@Deepak_dhami I'm glad to see that you're back on track. Let us know if you need anything else. 

@Bgodin Sorry for the issues with your Ionic. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. Each scenario is different, but I think that you can use the option available according to your warranty information, as it was mentioned by our support team. 

@OferGrosz Thank you all for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. As mentioned before, each scenario is different, but I think that you can use the option available according to Fitbit warranty.

@johneric8 and @Towable_Pompano We really appreciate the time you took to share your comments about Fitbit products. 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.

Hi @Colorado_AL, thanks for getting back. Let us know if you need anything else.

@rfjouben We appreciate your patience, we are very interested in helping you out with any question that you may have regarding your warranty. Our team check each case individually to confirm what possible options our users have using the warranty. information of each user. Please feel free to get back to them in case that you need any other detail about your options.

@GB5 Thanks for sharing the details of the issue that you're Ionic is facing. I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some information about your case. I'll be around in case that you need anything else.

@RunnerGirlJenn It looks like you're facing two different issues. Have you tried to restart your Ionic? This has helped other uses before. About your Fitbit Account, it is possible that you might have logged in with a different email address. So, I'd recommend logging out and then try a different email address to see if you can find the correct one. Don't worry your son's data and yours must be save in your Fitbit Account! 

Nevertheless, I've requested to our Support team to create a case on your behalf. You should soon receive an email from Customer Support at the email you used to register with the Community forums. They will give you a hand with this. Best of luck in your marathon training!

@WaterPoloCoach Thanks for the steps you've tried to troubleshoot your Ionic. Since those steps didn't solve the issue, I've requested to our support team to create a case on your behalf. You should soon receive an email from customer support at the email you used to register with the Community Forums.

@Katers596 and @hnwhite73  Thanks for sharing your feedback. Let us now if you need anything else.

I'll be around. 

[rfjouben]

So I used the information that other users received replacements as opposed to discounts for Ionics that were beyond the warranty period and was advised they could not comment on those cases due to privacy reasons. Support than stated that the reason for the failure was due to how I used the watch and stated:

"We'd like to reassure you that Fitbit trackers are made to last and free from any defects when they are delivered to our customers. Even though our tracker are designed for intense workout sessions or activities that regular watches are not exposed to, many factors such as usage and environment may cause our trackers to present malfunctions or defects. Should there be any defects due to unexpected events after receiving the product, we provide the best solution and options that falls within Fitbit's limited warranty". 

I wore the watch daily but if the soccer pitch and the gym are extreme environments I am at a lost. I actually purchased a Flex a while ago and that is the device I wear at the beach so the Ionic was not even under water.

This is clearly either a complete lack of quality in the manufacturing process or based on the number of failures at one time a software issue. to blame a loyal customer for the failure of the device is outrageous 

[Darcella]

Ha, ha. That's the very close to the same spiel i got when i called And talked to a manager.  I was kind of flatterd to think my workouts at the Gym and work may have broke my watch. I'm 5ft 2, 250 lbs and 54 years old. I'm still believing this is their software issue. Or firmwear. Whatever the case may be, I'm  over fitbit and moving on.  I do really miss  using the app and my device.   But they don't care about the consumer.  Only the $$$.Sent from my Verizon, Samsung Galaxy smartphone

[DaniDub]

After reading the replies, for the most part I got into this group. During the overnight my Fitbit just stopped working and now won’t turn back on. It still had a charge left and now nothing. I’ve tried pressing the left button and bottom- nothing. Received Christmas 17. 

Very sad sad to hear the results you all have received from fit bit customer service 

[johneric8]

It is truly heartbreaking.  We all love our watch and paid a pretty penny to own it.  I know me personally I spent about $100 in different bands as well so I really wasn't expecting such a short life with both of my watches that failed at about 6 to 7 months each.

I have personally been banned from this forum just recently for merely talking about my experiences. I'll admit that I did so with venom and have learned my lesson, but the frustration is real and warranted.  I remember about a month ago I warned the moderators that were going to see an influx of unhappy ionic owners in the very near future because of some of the issues that are inherent to the watch.  The reason I knew this would come into reality was because my wife had two ionics fail in 15 months,  I also had two fail in around the same time period,  and I also have a few friends with ionics who had very similar fates.  The percentages don't lie,  something isn't right.

I have learned from this experience with the Ionic and I will never purchase another top of line fitness watch again from them because I just can't trust what I'm getting myself into.  My wife bought me a charge 3 which is much less expensive but does all I need it to do.  If it last over a year I will be semi happy,  but if it's going to fail I hope it's a couple months before the warranty so I can possibly get two years use out of it..

[Katers596]

I, too, have had my comments deleted for being “inflammatory” because I suggested some actions that people might want to take. I also truly loved my Ionic, and actually replaced it using the offered coupon, and then began to see that many, many others were experiencing failures at same length of ownership. I don’t think I would have replaced if I would have known. At this point, I have been asking customer service to extend the warranty on my new Ionic. They will not respond to me. It’s a very unfortunate situation.

[WaterPoloCoach]

I have had a message back via this site that customer services will get in touch. Am guessing it might take a while as I am clearly not the only person experiencing the random failure (I do wonder if it’s related to water ingress). 

I have never had 3 of anything fail. I would normally expect the replacement to last. On this occasion I have given ionic 3 tries. It is without doubt the prettiest smart watch it’s features are right for me, but if it isn’t reliable and cannot even last the warranty sorry that’s not acceptable. 

I have already purchased something else - the Galaxy watch. I coach sports and work in a big organisation so will take every opportunity to let colleagues know the risks of the ionic. 

[MariePk]

And yet another FitBit that just died. Christmas present in 2017, so about 14 months old. Had some minor issues with the watch restarting while using the GPS tracking, but that seemed to have resolved itself. Was working fine at 9:30pm, Friday 1st with 91% charge, but dead by 10:30pm.

After reading the information in this thread, I'll be looking at a replacement other than FitBit.

[Darcella]

I am really sorry for everyone whose fitbit ionic has died.  300.00 should last longer.Sent from my Verizon, Samsung Galaxy smartphone