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

[Tylenol7]

Same issue, just finished with live support, no answer except to buy new one, Mine was purchased 1/13/18

Last sync was tonight 04/26/19 at 9:04 97% battery, then I hit the 3.0 OS firmware update and its bricked. 

Simply unacceptable that a firmware update bricked it and I have no recourse, was working just fine. Seb at live support just kept up the canned responses, I even linked him all the threads describing this issue. 

If I had broken it, fine, I totally understand warranty - but the update bricked it, should be able to be fixed or replaced. 

[MissAmandaJ]

Was it past the warranty?

Sent from my iPhone

[KristinMeckes]

The same thing happened to me! I’m so upset. I don’t want to buy another...even with a 40% discount. Why did it just stop? The green lights that usually flash on the back are not on. Fitbit help could see that it was fully changed and recently synced...but could not tell me why it wouldn’t turn on. And you cannot reset it. 

[Melanie110]

I was fortunate that my tracker was still under warranty and is being replaced.  That doesn't resolve the issue that these trackers are not lasting long.  Being such an expensive product you would expect them ro last for years not months.  Here's hoping that the new one lasts much longer.

[hades666]

This is the same reason i am pushing for a response. They are not
responding and only saying welcome or we understand on the forums.

I hope yours comes back.

For mine, i have taken it apart and running diagnostics on it now since
they refuse to.

Best of luck.

[1jimco]

Add me to the list. Woke up this morning to a dead Ionic. It was charged 2 days ago. Don't know if there was a firmware update or not. It seems odd that the moderators are ignoring the fact that these things are dying all at the same time. 

[Gingersnap2019]

I think it is the firmware update. It dodnt shut down until i did that. With the amount we spend on these watches it should do whats been happening to hundreds of people. If we dont say something they will never fix the problems. And dont back down. Stand up. 

[Vikingrn]

Hi all, My Ionic just dumped on me yesterday, was given to me a birthday present 4/16/18. I've read all posts and find it very upsetting that sooooo many peeps having same issue. I am out of warranty and per posts customer service not very helpful. I really loved my Ionic, and this morning was looking at Apple watches. OH no way $400 bucks. So at this time I am out of my mind on what to do! I've done everything that was posted to do, still a black screen. Any recommendations? Would anybody recommend a " renewed" one?

[SunsetRunner]

Sorry to hear about your fitbit but as you can see it is a big problem.  Call customer support.  They will not be able to help you but will offer a discount on your next purchase.  Ask for a 40% discount.  Some customers are being offer that, They would only offer me 25% and I declined.  Looking for a watch that will last more than a year.

[obazan210]

I got an out of warranty replacement, but they specifically said if this one broke im out of luck. This will probably be my last Fitbit if it ends up dying within 3 years. 

These things aren't cheap and it seems Fitbit is trying to avoid the issue here. I'm fortunate they gave me a replacement. I hese them giving discounts, what a slap in the face. The device made it just over a year and all people are being offered is a small discount on an item that could possibly have the dame issue again at some time.

[Debbie613]

Too bad they cant do more than canned responses.  With as many people that have had issues with Ionics purchased in the same time frame, it would nice if they took some responsibility for the obvious issue.  Very disappointed with the response to this issue.Sent from my Verizon, Samsung Galaxy smartphone

[dave75]

Frustratingly, i got sent a replacement which does not fit the watch straps. So now i have 2 wait longer. On the plus side, as a UK consumer i was within 2 year warranty.

[CherryAnn321]

Mine just went black today. came on the forum to trouble shoot and did not realize it was such a big problem... ughh 

[Geoff_N]

My ionic died yesterday. Battery level was good, but I having fully charged it overnight and attempted a factory reset....nothing! It’s 11 months old. Not good enough. I’ll talk to my local Australian retailer as the support from Fitbit seems friendly but useless. 

[mrf333]

After 17 months, I was taking a walk this afternoon, looked down at my Ionic, and I was also met with a blank screen.  My Ionic is officially dead.  Called customer service and was offered the same discount as others for a new one.  Luckily I used my AMEX card to purchase the Ionic which extends the manufacturer's warranty by a year, so I might be covered.  It's still an aggravation though.

[Tylenol7]

Update - Called customer service, was escalated to a Supervisor who agreed to send me a replacement Ionic. I will update when it arrives.

[Bronchb]

My Ionic did the exact same thing. Mine was 17 months old. I loved how easy it was to use. 

I called customer service and basically got told there really is nothing I can do for you. I paid $300 for it and I would hope it would last longer than 17 months. The one thing that disappoints me - why is there no product support locally or maybe a licensed dealer that can assist with repairs and warranties. From reading this forum, it seems this is a problem and there is nothing being done to remedy the situation. Can anyone provide advice other than Apple Watch here I come? 

[KristinMeckes]

how did you take it apart??? I would love to look at the insides.

Kristin 

Moderator edit: Removed personal information 

[MickeyDaMixta]

Same! Mine had been cycling repeatedly, so i did a factory reset, deleted it from the app and went to start again. didn't get thru the download, it just died.

Mine is 15 months old as well, purchased in January 2018 so out of warranty now. Not to be all tin foil hat about it but it's awfully suspect right?

Moderator edit: Format 

[MickeyDaMixta]

Please keep us updated on what you find. I truly believe this last update royally screwed up and bricked everyone's device. So frustrating when you had a perfectly working device before hand and it fails through no fault on your part. 1 year warranty seems way to short for a supposedly sturdily built device. It's like the already didn't have faith in their product