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

[Gingersnap2019]

Mine did the same. Im thinking switching this is rediclous. Ive talked to 3 people.to fix my issues. I thought i was almost there then it went black not happu. I can not afford a  new one as this time 

[SunsetRunner]

I hope Fitbit can replace your watch for free. In other countries the warranties go 2 years and not just one as in the US. Good Luck.

[DawgFan]

I am having the same issues. I was telling a co worker yesterday how great this watch is. I am a runner and have a big race coming up.  As soon as the words came out, the watch went black.  I am devastated . I purchased mine in Feb of 2018. I have tried to the restart and nothing will happen. HELP

[hades666]

The best FitBit will do is provide you are 25% off discount with additional 15% for ionic's only. You can buy i new Ionic for 197.67$ from their site.

If you are in warranty, you may have a better result. 

Honestly, this is my 4th fitbit and pretty angry at the moment.

Good Luck.

[DawgFan]

Thanks.  I was hoping to try the Versa but a little apprehensive at the moment.

[Gingersnap2019]

Me tooSent via the Samsung Galaxy Note8, an AT&T 5G Evolution capable smartphone

[RicardoFitbit]

Let me give you a warm welcome to our Community @SunsetRunner @Gingersnap2019 @DawgFan. I'm happy to see you again participating in our forums @Irishwolf66 and @hades666, let me help you out with this.

@Irishwolf66 @SunsetRunner @hades666 @Gingersnap2019  Let me share that Fitbit is always striving to improve our products and services, therefore, the feedback that are submitted are greatly appreciated because it help us to evaluate our procedures. Thanks for the feedback provided.

@Irishwolf66 I was informed by our Support team that your concern is already being reviewed and assisted with them. I recommend you to check periodically your email inbox for any update. 

@hades666 I appreciate the posts that were shared with other users because this information might be helpful for others as an answer for any additional inquiries. I want to suggest you to visit our discussion forums and participate! There are several users who are interested in fitness, healthy eating, better sleep, among others and share many tips. They will be happy to meet you there.

@SunsetRunner I want to appreciate your participation providing details about our warranty. For more information about anything related to our warranty procedures you can always check Return Policy and Warranty. Same for you @Gingersnap2019 , if you have any unresolved inquiries about our policies you can refer to such information. Thanks for restarting your device prior posting. I was informed by our Support team that they already assisted you with this concern as well. Keep an eye to your email for any update from them.

@DawgFan It's nice to see that you enjoy your Ionic the same way as me, thanks for your comments. I'm sorry to see that you feel that way due to your concern. To resolve it, I suggest you to check: Why isn't my battery charging on my Fitbit device? since you already done a restart. Please keep me posted so I can continue assisting you.  

I'll be right here if anything else is needed. 

[SunsetRunner]

So sorry to hear your Ionic died as well, mine was 16 months old and it died on March 31 I went through all the support and posting here, just want to suggest you all save some frustration and go buy a different brand, Fitbit, support and the moderators here don't give a **ahem**. Don't forget to tell everyone you know what garbage Fitbit makes and they don't stand behind their products. Okay yup I'm still bitter over it all,, after taxes mine set me back $448 in Nov. 2017 for 16 months? Garbage that's all I can say!

[dave75]

Same issue here. Just stopped 16 months after purchase. 

[thedeuce01]

Mine died with the "won't turn on or charge issue" last week, 9 days after the warranty expired. The online customer service rep was able to replace it as a one time curtesy. However, when i started setting up the new one today, the new one died the same way while running the firmware update. Will have to contact support again. Hopefully they'll replace it a second time and that one will work. I'm wondering if there's an issue with the firmware that is bricking these devices when a certain date hits.

[hades666]

That is my assumption.

[SunsetRunner]

There is a problem with the Ionic and Fitbit knows it. Good luck.

Sent from my iPhone

[JweideRN]

Mine died this week too... similar in age to all the others.

I've had several models in the past... the charge, then the blaze... now the ionic

i dusted off my old blaze for now but after careful consideration I’m probably getting an Apple Watch... 

the ionic has been the tipping point, the first one I had was faulty, they replaced it, and just a year later it’s dead again...

they are too expensive to last only a year 

bye Fitbit- it’s been real

[RicardoFitbit]

Hey! Welcome to our Community Forums @thedeuce01 @JweideRN. I'm glad to see you again participating in our forums @SunsetRunner and @dave75. Thanks for the update @hades666 @SunsetRunner, I'm happy to assist.

I want to appreciate all your comments and sharing your experiences with your devices, the feedback that was submitted will help us to evaluate our procedures for future references. Note that we are always striving to improve the Fitbit experience, therefore, the feedback that was provided in your posts are greatly appreciated. For any inquiry about our warranty policy check Return Policy and Warranty. 

I'll be around guys! 

[Melanie110]

Mine was purchased in August of 2018 and died last night with 50% battery power.  Will not turn back on.  Very frustrated.

[thedeuce01]

Just finished chatting with online support and they are sending me another unit. I asked for a brand new product and not a refirb. I was advised that these were returns for "wrong color, bad fit, etc. and are fully tested". That's fine...unless it's from the same batch as the others and has an inherent defect that was corrected in later product runs. Oh well. We'll see what happens with this one.

[Joelyba]

Although frustrating, it's heartening to hear I'm not the only one who's Ionic just died. It happened to me just the other day, just hours before a race.

I feel with the countless instances of this happening fairly recently that Fitbit should post an update on what they're doing to rectify these issues. 

They have fantastic customer service in my experience, but I'm hoping there is some more fundamental work going on to solve the Ionic issues. At £260, it comes in alongside various rival brands, and I feel they owe it to their customers to respond generally on this issue.

[dave75]

Yeah. I can't fault the customer service. Which is probably the only reason i have stayed loyal, as it is frustrating not having a viable watch. But if i was running London this year ......

[Irishwolf66]

That's a good point. I didn't even think to ask if they were sending me a new or refurbished device.  If it's just refurbished it is sure to fail again, probably right after any warranty expires this time. 

[RicardoFitbit]

Hello! Welcome to our forums @Melanie110 @thedeuce01 thanks for bringing this to my attention. Welcome back @Joelyba @dave75 and @Irishwolf66 I'm happy to address your concerns. My apologies for the delayed reply. 

@Melanie110 I'm sorry to see that you feel that way. I would like to let you know that I was informed by our Support team that they already provided assistance with your concern and successfully resolved your case. If you have any additional questions or want more information about their resolution, I recommend you to contact them directly for more details. Same for you @thedeuce01, if you need more information about our warranty policy you can check: Return Policy and Warranty  

@Joelyba @dave75 @Irishwolf66  I would like to let you know that Fitbit is always striving to improve our customer's Fitbit experience with our products and services. We appreciate all of the input we receive from our customers as such information help us to evaluate our procedures for future cases. Therefore, thanks for your comments and sharing your experiences with the Fitbit Ionic and our Customer Support team.

Your patience is appreciated. I'll be around if you have any additional questions.