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

[Dougee]

My 16 month old Ionic went dark on me the other day. I absolutely loved this watch.  It was working perfectly.  I had just gone for a run with it  and about an hour later I went to check the time and it was completely unresponsive. I contacted customer service and they ran me through the troubleshooting folly to no avail. At which point they offered me the 40% discount for a replacement. Insulting. For a so called premium product to simply expire like this on so many indicates a serious problem. The fact that they are not owning up to it and coming clean on whatever the issue is and replacing these watches regardless of warranty status is short sighted and will cost them in the long run. I really feel like I've been had.

[RicardoFitbit]

Hello, welcome to our forums @Bronchb  @Eve2130 and @Dougee. I'm glad to see you again in our forums @Bronchb, let me take a look to your difficulties. Thanks for your reply @hades666.

@geekatcmu @Bronchb @Dougee  I appreciate your post sharing your thoughts with us, I'm sorry to see about your experience with our Support team and our Ionic watch, I totally understand how frustrating this situation can be for you. For more information about our Support team resolution, please contact them back to receive further assistance. Always refer to our warranty policies for any inquiry about these procedures.   

@hades666 For more information about why we remove certain posts, please refer to our Community Guidelines. If one of your posts were removed, you should have received a private message with more details.

Let me know if I can do anything else for you. 

[Debbie613]

This response is a total cop out.  If your update tanked our devices, you should replace them.  Very dissatisfied with customer service on this......Sent from my Verizon, Samsung Galaxy Tablet

[TineF]

My Ionic did the same last week.  I'm hesitant of contacting customer service because I pretty much know they will be absolutely useless.  This is my 3rd fitbit that has died (Charge HR , Charge 2 and now Ionic).  They will advise you that its no longer under warranty and offer 25% discount on only what they want to or have in excess not what you want.

Now I like fitbit and the whole concept and I use it for various things but I and seriously looking into other brands and options.  Thats 3 strikes.  

I would just like to be offered a soloution to fix the broken fitbits that I have.  You guys need to have a repair center or something close to that.  It sure beats be having a fitbit cemetary.  This probably won't get very far but Fitbit on a whole needs to be better that this in terms of customer service.  Offering me to spend more money is not a soloutio.   $300 does not come easy to everyone  but  based on your marketing we decide to spend it and for the most part we are satisfied until it does dead for no obvious reason.  As a company you need to come up with another solution. Your items are not breaking within the warranty period.... well at least mine and the others here who have posted.  So figure it out.  I suggest that we look to other brands cause as of right now I'll bet money on it that Fitbit Customer Service will NOT be able to help you.... well unless you want to spend money for a new one at a "discounted price".

[beachdreamer7]

I was so insulted by Fitbit's handling of this issue I bought a Garmin Vivoactive 3.  It's ok but I much preferred my Ionic.  I would gladly buy another if Fitbit would admit there was a quality issue and confirm the issue has been resolved.  Like many others, mine was only 14 months old.  A $270 product should last longer than that!!

[CherryAnn321]

Well. I have now broke down and bought the new Apple Watch... After my Ionic only lasting 13 months. I was not going to go with another Fitbit..

[RicardoFitbit]

Hello! Welcome to our Community Forums @Debbie613 @TineF @beachdreamer7 and @CherryAnn321 I'm glad to respond your concerns.

As per previously mentioned, I 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, the feedback that was provided in your posts are greatly appreciated. For any inquiry about our warranty policy check Return Policy and Warranty. 

Your opinions are always welcome, but the Forums are designed to provide a place for users to seek and receive help from other community members, so please keep your comments constructive and relevant to the topic on the forum or thread.

I'll be here!  

[TineF]

Still no help... no one is off topic. There is apparently no help in fixing
the problem.

[YojanaFitbit]

Hi @TineF thanks for sharing your comments here.

Your feedback is greatly appreciated. In this case, we suggest to check with our team. They can check your case and answer all possible questions that you might have about your Fitbit. Please let me know if I can request a case on your behalf. 

I'll be around. 

[TineF]

Sure... request a case please.

[Booboo_ham]

What is the solution to my Fitbit ionic dying  at 14 month, I paid 350 $ . I need a solution that is other that you giving me a 20% discount! A product that expensive should last longer 

[Renanpan]

My Ionic died on May 7, 2019 after 16 months. I called for help to no avail. The problem appears unsolvable . I was offered a new Ionic at a 40 % discount but declined the offer. I expect a nearly $300 watch to last several years. I'm  waiting see if the manufacturer takes steps to either resolve the problem or replace those watches that seem to be beyond help. I have my Ionic charging just in case either of those two things happen. But I will  not wait too long before the watch is thrashed.  I will then move on to another brand and make sure people know about my experience with the watch as well as 

[Booboo_ham]

Doing the same thing right now!! Sharing my experience with everyone around me 

[faisalnasir]

Hi I bought Ionic about 1.5 years ago and it is not turning on. The battery was low and it turned off and never turned back on again. I don't find any service center in Dubai. Please confirm where can i get support for my Fitbit Ionic as its urgent. 

Thanks

[Ras11]

contact customer support. you can find the number within the Fitbit app. Also see how long your warranty is for. In US it is one year and if I am not mistaken is EU countries it is 2 years. Sorry I do not know how long it is in other parts of the world or where Fitbit is available.

[YojanaFitbit]

Hi @TineF @Booboo_ham @Renanpan @faisalnasir @Ras11 Welcome to our new users! Sorry for the delay.

Thanks a million for sharing your feedback. Your comments are really important for us, please know that our team takes this information to improve our services and products. 

@TineF I've requested a case on your behalf. They will be contacting back via email, please reply with all the details that they need to keep assisting you. Let me know if you have quesitons.

@Ras11 Thanks for sharing that information. Warranty information can be found here too. 

@Renanpan 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. 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. If you need more information about your case, please keep communication open with our team.

@faisalnasir Thanks for explaining what happened with your Fitbit. Have you tried the steps suggested here. If this doesn't help, please let me know so I can request a case for you. We don't have an specific place where you can take your Fitbit in Dubai, but we can assist you in other ways. Please check the options for support here. 

I'll be around, please keep me posted.

[Booboo_ham]

How do I open a case ?!

[cybergal]

Just registering the same experience here, Fitbit ionic has been in use roughly 1 year 3 months and has just died with the not charging, bought a new cable, got it to charge, but looping Fitbit logo, let it die, charged again, factory reset, when it does charge battery lasts all of 4 hours, when it does not end up looping restarts with the Fitbit logo..offered the same “discount” to purchase a new one... I have been a Fitbit customer/user since the first fitbits in 2011, bought fitbits for myself, family over the years, and disappointed in Fitbit as a company today 😞 

[cybergal]

And just to point out...if I were to purchase the Fitbit from Fitbit directly with the offered “discount” and purchase their 2 year protection plan, because you clearly need it..it would be $205...and to buy it on amazon it is currently $211 with 2 year protection...so you have to ask what is Fitbit really offering for their customers who are dealing with these broken ionic devices after just over 1 year. Fitbit should also be offering complimentary 2 year extended warranty to these customers.

[Dearme]

I bought my watch in Bangkok Airport Duty free some 13 months ago on my return to England. I was really happy with the purchase and have worn it continually for the time until now. I've cleaned it and looked after the watch and it served me well until 2 days ago when the screen touch system stopped working, I followed the instructions to turn it off and back on and it would not start. I've tried 3 times and still nothing. I'd expect something like this that's being used in everyday life to last longer for the money you pay. I won't be buying another! Looking for alternatives now!!