My Ionic will not turn back on

[Jodimae]

I have worked for Fitbit through a marketing company demonstrating and selling Fitbits for several years.  The year that I demonstrated the Ionic watch I was the leading sales person for my

 region and ending up winning one for myself. I went to put my Fitbit Ionic on my wrist after charging it on Saturday, Feb. 23rd the face on the Fitbit was Black.  It was completely dead.  Since I've been selling Fitbit watches I have had numerous training session. I tried everything but to no avail.  I called customer service and after trying to explain my problem to the women, she did not understand my problem so her supervisor got on the phone.  She had me go through all of the problem solving steps Again and it still doesn't work.  The Fitbit is 13 months old so she said that it's out of warranty and the only thing that she can do it discount another one for me.  Both of the women that I spoke with had a very hard accent and it was really had to understand them in the first place. She gave me my case number and said that since I talked to her she could not do anything else for me or let me talk to anyone else.

I love Fitbit and I've love to continue to promote it, but It's hard to do when Customer Service isn't willing to help!!! I filled out the customer service survey and was not answered.

Any advice?

Moderator Edit: Format/Updated Subject for Clarity

[SantiR]

@Jodimae Welcome to the Fitbit forums! I'm glad you won a Fitbit Ionic for being the leading sales person at your company. Thanks for taking the time to share the experience you have had with Ionic not turning on and for trying those steps in order to sort this out. Also, thanks for contacting customer support regarding this.

Thanks for the feedback provided. I went ahead and contacted you via PM. Please keep an eye on your Community inbox. 

Keep me posted! 

[Debbie613]

Seems to be a lot of people having the same issue all of a sudden with this device.  I'm on the phone with Customer Service now, since my device is 14 months old, I'm screwed.  I would like to believe that if I spend $300 on a device, it will last me more than 14 months.  I've never had any issues with this until today........

[Jodimae]

I totally agree with you!!  My Ionic died after 13 months and the only thing that they will do for me is give a discount of 25% off another devise!!!  I wonder how many people all effected by this!!  I am so, so frustrated!!!Jodi

[Stuart00]

Mine too!  Got it for Christmas a year ago, so now we're at about 14 months.  They should do something about this as clearly there are a lot of issues with it.  They offer 25% off?  Great, let me spend $250 every year for a watch. If they don't do anything about mine, I will not be buying another one and I do like to tell people about my bad experiences! Lol.

[MissAmandaJ]

I have had mine the exact amount of time and it just went out today. I have tried EVERYTHING. This is very disappointing. I’ve had many products and upgraded multiple times. There should be better support or solution. 

[SunsetRunner]

My account has been hacked twice. That meant I could not sync for long periods of time. Now the device battery ran down and won't charge.

[johneric8]

Very sad turn of events in terms of build and customer relations with the ionic.

[Laneyjohns]

Mine just went black too! 11months old gonna try customer service tomorrow 

[obazan210]

Mine just randomly died today too as it was charging. It won't turn on. Tried holding the back and bottom buttons for 10 seconds and nothing. I even tried holding all 3 buttons at once with no luck. Strange that this is happening. 

[Stuart00]

Contacted Customer Support today and they offered me 40% off for another Ionic. Would still cost over $200.  

[obazan210]

They're replacing mine. I have to send it in. Mines out of warranty so I was surprised. I hope the replacement lasts a lot longer than this one has.

[Stuart00]

How did you get them to replace it!? Mine's 2 months out of warranty.

[obazan210]

I told them my issue in their live chat feature. They said they'd make a 1 time exemption in my case. Not sure why.

[robusta]

exactly what happen with mine. On my phone is showing that my ionic is full charged. But do not turn one.

[Laneyjohns]

Talk to customer service yesterday and she was super helpful.  Mine was a defect because it got water logged after aqua fit. Could see there was condensation in the sensors and when I tried to do a reset water droplets would starts leaking out of the screen.  She asked me to send pictures showing it and today got a replacement offer of the same model or 50% off a new Fitbit device.  I’m feeling good about my experience it was quick and to the point and now I have a replacement on its way! 

[YojanaFitbit · Accepted solution]

Hi guys nice to have you here! Thanks for adding your comments to this thread, I'll do my best to help you out with your inquiries about Fitbit Ionic.

@Debbie613 We appreciate the time you've taken in order to get more details about your Fitbit warranty. Our team usually checks each case to help all users explaining the warranty options. Did you get the information that you need?

@Jodimae, @Stuart00 Sorry to hear what happened to your Ionic. We don't want to create frustration in our customers. 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. 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. 

@MissAmandaJ and @SunsetRunner welcome to the Forums! Thanks for sharing this information with us. 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. @SunsetRunner In case that you have more questions about your case, feel free to get back to our support team; they will glad to help you out.

@johneric8 Thank you for the feedback, it's very important to us to have your thoughts about customer support interactions. 

Welcome aboard @Laneyjohns! Hi @obazan210, I'm glad to hear that you got help from our team. Thanks for sharing your feedback and in case that you need anything else, please let us know.

@robusta Nice to see you here, welcome aboard. I noticed that you've contacted our support team, you will be getting details via email about your case. Keep checking your email address.

See you around. 

[Irishwolf66]

Mine just started to continuously attempt to reboot. The Fitbit logo keeps coming on and then shutting off again. Tried holding left and lower buttons, no fix. Then all 3 buttons, no fix. Then all 3 for 10 seconds and releasing lower but continuing left and upper, no fix. Charged it last nigh so was at 100% battery this morning and was working fine. App says it hasn't synced for 3 hours even though I have it set for continuous sync. This is my last Fitbit I will ever buy, they stop working and are landfill material far before you get anywhere near the value you paid.

[SunsetRunner]

My Ionic just died yesterday and is14 months old.  Customer support was of no help except to offer me to buy another one.  I really enjoyed the Fitbit experience but can no loner afford to buy an expensive watch for it to last a little over a year.  I'm done with Fitbit. 😂

[Gingersnap2019]

I did a reset and tried to do the update and it went black im.so angry