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

[hades666]

If I were all you, I would open up separate threads.

While responding to one single thread shows how many more people are having
an issue, it doesn't show how much of an impact on the Ionic community only.

I am not seeing any negative comments like this on any of the other Fitbit
devices.

[Eve2130]

It seems I am having the same problem with my Ionic. To be honest, I haven't been using mine recently...but never thought I would find it with a black screen and completely useless at this point. Will be following this forum for more info.

[Joelyba]

So the replacement Ionic they sent was all good apart from the GPS didn’t work. I got in touch again and they’re sending another replacement. Again, great customer service, but they are let down by their firmware developers. This latest update has led to so many devices failing. Shame.

[dave75]

Yeah. I got a dud replacement. Straps did not fit. I do wonder if they send sub standard replacements in hope.

I now need to wait for them to send me pre paid shipping, so i can send back, then they will send another replacement.

It's the straw that broke the camel's back 4 me. Purchased a garmin now, i need a useable watch for my running/road races. I can't wait another week +.

[plettza]

My Fitbit Ionic died to last week too.  It won't turn on no matter what buttons I hold down and how long I let it charge.  Due to holidays, I haven't contacted Fitbit yet but I will this afternoon.

[Debbie613]

How old was your Ionic?Sent from my Verizon, Samsung Galaxy smartphone

[thedeuce01]

I just received the replacement and am very hestitant to set it up. I'm afraid it'll brick again during the update. Anyone heard if Fitbit has released an updated version of the 3.0 firmware?

[Ecal]

Same thing just happened to me, was charging my ionic and now it won't turn back on!!! Help!

[dave75]

16 months. 

Under warranty,  just really cheesed off they sent me a dud replacement. I really needed a working GPS watch 4 an upcoming 10 mile race this weekend. 

[Covergirl]

I received my Ionic for Christmas in 2018, it is only 4 months old and died about 2 weeks ago then came back on and no died again and will not come back on. Also after the first time it will no longer sync unless I have the app open. I get a notification saying open the app to keep my device synced, and it will no longer receive notifications from my phone either.

[thedeuce01]

Well, I went ahead and set it up and it seems to be working fine. It took the update successfully and didn't brick. Will keep my fingers crossed.

[Ecal]

Same with me, I set it up again and seems to be working. Let see what happens.

[JweideRN]

Purchased may 12 2018


Sent from my iPhone

[plettza]

I bought mine on day 1 when released here in Australia from JB HiFi .  That was later in 2017 I believe.

[madgrizzle]

---

@plettza wrote:

I bought mine on day 1 when released here in Australia from JB HiFi .  That was later in 2017 I believe.

---

I believe you'll be informed that it's out of warranty and they'll likely offer you a discount to purchase a new one.  Only europeans get a 2-year warranty.  Rest of us get 1-year.☹️

[RicardoFitbit]

Hello again! Welcome aboard @Tylenol7 @MissAmandaJ @KristinMeckes @Melanie110 @1jimco @Vikingrn

@Debbie613 @CherryAnn321 @Geoff_N @mrf333 @Bronchb @Eve2130 @plettza @Ecal @Covergirl. I'm glad to see you again participating  @SunsetRunner @thedeuce01 @Joelyba @Gingersnap2019 @obazan210 @MickeyDaMixta @madgrizzle. I appreciate your replies and updates @hades666 @SunsetRunner @dave75 @JweideRN I'm glad to continue assisting. 

I appreciate all the input that was shared with us here at the Community Forums in regards the experience with our Fitbit Ionic device. Rest assured, we're working to improve the Fitbit experience all the time so the details that were provided are greatly appreciated for us. Here at the Community look forward to reading your comments. For more details and specific information about our warranty policies I always recommend to check Return Policy and Warranty please note that here at Fitbit always refer to our policies to further assist. 

@Joelyba @dave75 @Tylenol7 I'd like to let you know that after checking your posts I was informed by our Support team that they're already providing assistance in regards the difficulties that were experience. Therefore, if you want further assistance about their resolution or the outcome, please reach them out and they'll be happy to answer your questions. I recommend to keep an eye to your email for any update from them.

@KristinMeckes Please note that we do not recommend you to look inside your Ionic or manipulate it's hardware. Don't hesitate to check our warranty policies if you have any doubts. 

@1jimco @Eve2130 I'm sorry to see that you're having a hard time with your devices. First, I'd like to confirm if you already took in consideration the steps from our help article: Why isn't my battery charging on my Fitbit device? If so, after trying these steps I recommend a restart process to refresh the device performance. Please keep me posted, I'll be around looking for your updates. 

@Covergirl First, I'd like to confirm if your Ionic turned back on? If not, please refer to the above steps to troubleshoot this behavior. Also, in regards your syncing difficulties, please refer to: What are some tips for using the Fitbit app on my Android phone? and let me know how it goes, please keep me posted. 

@plettza I appreciate the details that were shared in regards your purchase. Can you please let me know if you already tried some troubleshooting steps? I not, please check the information above and try them, some users advised that those steps resolve this matter.

I'll be here guys.

[geekatcmu]

It's nice that you're "here", @RicardoFitbit, and thanks for all the links to the documentation on warrantee and policy, but let me offer a few thoughts:

1) Given that perfectly functional devices have been bricked by what appears to be a bad firmware update, "your warrantee expired" is a lame response.  "Oh, we broke your watch, and we'll happily let you pay us to replace it" sounds a lot like "we needed to drive up sales for the quarter, got really wasted, and came up with this brilliant idea."

2) "Don't fiddle with the interior of your watch" is great advice ... until 366 days after you've purchased it, when FitBit no longer cares about it.

I really enjoyed my watch.  Now it's dead and, as far as I'm concerned, abandoned by it makers.  A 40% discount is not going to rebuild my trust.  I think I'm going to follow the advice offered by many other victims of your fine software engineering process and shop for another brand in the hope that it'll still be worth owning in 2 years.

[hades666]

@geekatcmiu, I agree with your statements and bet this will get banned
somehow for violation.


All I am pursing now is a true response from FitBit as to why it died and
so many of ours recently.

[Bronchb]

@RicardoFitbit - I’m anxious to hear about what solutions Fit Bit will be coming up with. From reading these posts, I don’t think these are isolated in any way shape or form. I loved my Ionic as prior to it going blank on me, it was a great product. 40% discount on a New Ionic is not a solution. In my opinion, these watches should last more than the 12-16 months, especially at the $250-$300 price point. I’m looking forward to hearing a real solution to this problem 

[Eve2130]

Thank you! I have followed all of the suggested troubleshooting steps. I am
speaking with someone through email as well. Will see what they say.

Yvonne (Eve)
Magick is everywhere...in you is the compass leading you to it.

Moderator edit: Removed personal information