Ionic unresponsive

[LCCHONG]

Yup my died too and did everything that was posted on this topic by various people. 

Did anyone get any other response that actually help to fix the issue besides being offered the discount offer ? Even if there is a solution suggested, it seems to be a hit and miss situation after reading through the posts relating to this issue.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @LCCHONG thanks for bringing this to my attention, let me first give you a warm welcome to our Fitbit Community. I'm happy to provide you with some assistance. 

First, can you please let me know which troubleshooting steps? If you haven't already done so, can you please take in consideration the information from our help article: Why isn't my battery charging on my Fitbit device? and then restart your device. For inquiries related to a discount or replacement, please refer to our warranty policies here. 

Looking forward to your reply, please keep me posted. 

[LCCHONG]

Hi Ricardo,

I had tried the following :

1) charging the watch but first cleaning the pins to remove any possible dirt

2) charging the watch for more than 2 hours (in fact it was charged for the whole day)

3) trying to restart the watch

I am not sure if there is anything else that I should try doing. If yes, kindly please advise.

Looking forward to your reply.

[RicardoFitbit]

Thanks for your reply and update @LCCHONG, welcome back!

Thank you for troubleshooting this matter with me, I appreciate your patience and efforts. I want to suggest you our factory reset procedure, which is completely different than the restart process that you already tried. To do so, please follow the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

I'll be here if you need further assistance, let me know how it goes.

[LCCHONG]

Hi Ricardo,

Did as per your advice but my Fitbit is still as dead as ever.

Regards 

[RicardoFitbit]

Hello again @LCCHONG welcome back, thanks for your reply.

I'd like to share with you that our Support Team was notified on your behalf to receive further assistance directly with them regarding this situation. That said, I recommend you to keep an eye to your email inbox for their contact, they'll be in touch with you soon. In the meantime they reach you our, please let me know if you have any additional questions for me.

I'll be around.

[LCCHONG]

Hi,

Got the news from the Support Team that they "have checked and confirmed that my Ionic does not meet the requirements of our warranty policy for replacement. 
 
Should you decide to purchase another fitness tracker we hope you'll consider FITBIT"

Expected this response from Fitbit after reading through the many posts regarding this same issue. 

My Ionic was also around 17 months old and it does seem most of us had paid good money for a product that does not even last 2 years based on what I had read. 

It is also interesting to note that there was no explanation provided why the tracker just stop working out of the blue in any of the reply from the team to the many posts on this issue.

And No, I will not consider Fitbit again should I decide to buy a fitness tracker. I will also make it clear to my friends and relatives not to give me any Fitbit product as a gift in future to save me the pain when the product stops working within such a short time.

[RicardoFitbit]

Welcome back @LCCHONG thanks for your reply and update regarding our Support team resolution. My apologies for the delay in responding. 

I'd like to apologize for the difficulties you experienced with our Ionic device and our Customer Support resolution. I suggest you to contact them back for more information and details about their conclusion if you have any additional questions. Thank you for taking the time you took to share your thoughts with me, I assure you that we take in consideration all the feedback our users provide because this information help us to improve our products and services.

Please take in consideration our Returns and Warranty policies to understand better the response from our Support Team. 

I'll be here if you need anything else. Your patience is appreciated.