Ionic watch face scratches way too easily

[TSage44]

I’ve only owned a Fitbit Ionic for a few months and already (without any incident) the watch face has somehow gotten a scratch. I’m not abusing or using this device in any extreme situations or conditions, though the company’s ads show this device being used during mountain biking and other intense and extreme situations. 

I previously owned a Surge. Its band started to “bubble” and the company offered me a new device at 50% off (which was not 50% off—-it came out to about 30% off). I opted to purchase the Ionic but to be honest, this device isn’t what it’s advertised to be. It's not tough, it's not durable.  And when i reported the issue to Fitbit, they offered me nothing except a 25% discount to buy another...fat chance. 

Moderator Edit: Format

[SantiR]

@TSage44 Welcome to the Fitbit family! Thanks for reporting this strange situation with the scratch on your Ionic's screen.

Fitbit Ionic's screen is made out of Corning Gorilla Glass 3. It should be tough and damage resistant.

How long ago do you have your Ionic? Do you remember when the screen scratch appeared or after what kind of activity?

If possible, please share a screen shot of it on your reply!

Keep me posted! 

[Bassmast]

I as well have a scratch, didn't bang it on anything, that I know of and have only worn it a couple weeks. I work from home,  so no heavy activity! I called and no offer to replace the "non scratchable" gorilla glass! For what I paid, we should have gotten a screen protecor instead of being told to go buy one after the fact. NOT HAPPY!😣

[TSage44]

I wasn’t even told about a screen protector , nor did I know they made screen protectors for these watches
They just wanted to sell me another device
Very disappointed in the company and it makes me think my next device may not be a fitbit

[unrealreality]

Interesting to hear. I had a different experience, I slammed it on the corner of a door as I was working in the kitchen. I looked down and saw the white paint on the screen and though "oh no, it's busted already" but to my surprise it is perfect. No dings or scratches.

[Heather-S]

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@unrealreality wrote:

Interesting to hear. I had a different experience, I slammed it on the corner of a door as I was working in the kitchen. I looked down and saw the white paint on the screen and though "oh no, it's busted already" but to my surprise it is perfect. No dings or scratches.

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I have hit mine against doors and walls as I was walking past them numerous times and my screen looks brand new still.  It's incredibly durable!

[SantiR]

@unrealreality @Heather-S I hope you're doing well! Thanks for sharing your experience with Ionic's screen. The Corning Gorilla Glass 3 is a very durable and resistant material. It protects the screen very well!

@Bassmast @TSage44 Welcome to the Fitbit Community! Thanks for sharing your experience with Ionic's screen. Also, thanks for contacting customer support regarding it.

Honestly, it is very strange that the screen is scratched. The material it is made from is very durable and should not scratch. 

By any chance, can you share a picture of your Ionic's scratched screen? 

Keep me posted! 

[TSage44]

Tom S

[Bassmast]

You can feel the scratch when you slide your finger across it.

This would be the best photo. It is almost in the center

[GySgt_Seidell]

Hello @Bassmast,

I've had mine since last September and no scratches, yet!  I can see what appears to be a small scratch on yours though.  Kind of hard to see with the reflections, but it does appear to be noticeable.  Strange.

[NellyG]

@Bassmast  I'd suggest you buy some wet application Screen protectors (I use IQ Shields and have found them excellent). The wet application pulls the protector onto the glass as it dries and hides existing scratches very well ( I have heard - I put a protector on ASAP and havent got any scratches)

[crossmary]

I have owned my Ionic for 3.5 WEEKS and the face is all scratched. I noticed this a couple of days ago. I am so disappointed. I am not using it in extreme conditions, but using it for walking and hiking and I have an office job, so its not getting abused there. This is definitely not quality gorilla glass. My cell phone has gorilla glass and isn't scratched and it is constantly tested by drops and excessive daily use.  

[Bassmast]

Exactly, mine is only a month old! I work an office job at home and use it to be sure I'm walking enough each day, monitor my heart rate, and sleep patterns. I am so very disappointed right now. 

[unrealreality]

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@Heather-S wrote:

I have hit mine against doors and walls as I was walking past them numerous times and my screen looks brand new still.  It's incredibly durable!

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Good to know. I tend to walk to close to walls most times as well 🙂

[Heather-S]

I've had mine for over 2 months and it looks good as new.  There were a couple times I hit it hard enough I thought I for sure cracked the screen, but nope.  It's looks the same way it did out of the packaging.  I don't use a screen protector either.  

[crossmary]

I just spoke to Customer service and they basically told me to go pound sand. They said 'The watch works, so who cares if there are scratches? It will still record your steps and heart rate.' Seriously? They would not let me return it either, which I am in my 45 day window for.... 

This is the worst customer service ever. Sure, spend $300 on a watch just 3 weeks ago and it doesn't hold up to what it claims. Shame on you Fitbit.

[GySgt_Seidell]

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@crossmary wrote:

I just spoke to Customer service and they basically told me to go pound sand. They said 'The watch works, so who cares if there are scratches? It will still record your steps and heart rate.' Seriously? They would not let me return it either, which I am in my 45 day window for.... 

This is the worst customer service ever. Sure, spend $300 on a watch just 3 weeks ago and it doesn't hold up to what it claims. Shame on you Fitbit.

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Hello @crossmary,

So how do we turn a negative into a positive?  I would suggest you try the suggestion offered by @NellyG.  Here suggestion seems logical and should be cost effective as well.  Hope this helps!

[Bruce-Success]

title says it all.. for those who at least have a clock-face and want to switch to something different.. at least you have a clock!!!!! i only have a "to continue using Forecast please visit kzl.io/fore and enter this code: xxxxxxxx"  hahah so consider yall lucky to not have my clock face at the day the issue started with clockface/app from app gallery!!!!

[taz4352]

Buy one of these.  If it gets scratched, you only paid about 12.00.  It covers the screen and all the metal parts of the Ionic and completely protects it.

‎02-15-2018 10:35

Just found and purchased this combination Frame and Screen Protector all in one and so far it's pretty awesome.  It totally covers the frame and screen and the touch sensitivity seems not to be impacted at all.

You can look at it here:

https://smile.amazon.com/gp/product/B0788N1LFG/ref=oh_aui_detailpage_o06_s00?ie=UTF8&th=1Fitbit Ionic Screen Protector Case

[taz4352]

Just found and purchased this combination Frame and Screen Protector all in one and so far it's pretty awesome.  It totally covers the frame and screen and the touch sensitivity seems not to be impacted at all.

You can look at it here:

https://smile.amazon.com/gp/product/B0788N1LFG/ref=oh_aui_detailpage_o06_s00?ie=UTF8&th=1Fitbit Ionic Screen Protector Case

[LilMissShaz]

Hi

Just bought the ionic, had a Blaze (love it) just want something waterproof. How do the screen protectors fair in the water?

Am looking to do some water based fitness classes and swimming. Thanks in advance