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

[YojanaFitbit]

Thanks for sharing your thoughts in the Community Forums.

@Booboo_ham Nice to see you here. I've requested a case on your behalf, you will be contacted via email shortly. Next time you can check our support options here. You will find them at the bottom of the page.

@cybergal thanks for reporting the issues with your Ionic and for buying a new charger to test your it. Sorry to hear those steps didn't help your Fitbit. I really appreciate your loyalty over the years. This is the best way to make your voice heard. Using a discount to get back on track with the same or a different Fitbit device, it'd be a good option for a person that is considering staying in the Fitbit family. If it is not your case, sorry you feel this is enough but this is an option that Fitbit gives as something extra, since most of companies don't have options after the warranty ends.

@Dearme welcome to the Forums.Thanks for providing your comments and thoughts about Fitbit products. Sorry to hear what happened to your Fitbit! I know that you maybe questioning about the quality of Fitbit but, I assure you that we test our Fitbit before releasing them to the market and we expect the highest quality in our products and services. Rest assure to say that we appreciate your feedback. As mentioned above, Fitbit is always reviewing your responses to provide feedback to our product development team.

Let me know if you have questions about this.

[BryanRic]

You can add me to the list of upset Ionic owners.  Mine died Saturday around Noon.  Was working fine and had a 52% charge (per Fitbit support).  Of course mine is like the rest of yours out of warranty so the solution is here's a discount.  My biggest gripe with this situation is Ionic's seem to die at random intervals.  Reading through the threads, I didn't see any where anyone was asked to send their dead ionic in so the company can get to the bottom of the issue and see what was wrong with it.  I get it's out of warranty, but if it was my company, I'd want to improve my product and user satisfaction.  Not just here is 25% off go buy a new one.  The moderators will note that my ticket was resolved....well it really isn't because a discount to purchase a new ionic isn't a solution to what is a bigger issue than they want to acknowledge.

[ameliamarie]

My Ionic just bricked too. I've only had it for 11 months. !!!

It was 70% charged at 6:30pm and by 9:00pm it completely died.

The screen is black and the LEDs on the back are also off. 

Tried to factory reset -- nothing.

Connected to the charger for an hour -- still nothing.

This is ridiculous. 

Moderator edit: Format 

[YojanaFitbit]

Hi @BryanRic thanks for reaching out the Forums. @ameliamarie nice to see you here, welcome.

@BryanRic Thanks for sharing your feedback about Fitbit Ionic. I really appreciate the time you've taken to share those comments. Our team is getting your review and comments since we're constantly sending this information to them. Sorry to hear that the warranty of your Fitbit has expired, but our customer support team is in charge of checking the warranty information of each case. I'd suggest to keep communication open with them, so they can see any other option.

@ameliamarie Thanks for troubleshooting prior to contacting us. Sorry you feel that way. Our team is doing its best to help you out with this situation. Please reply to the last email that you got from them since they have special tools to find out what happened with your Fitbit Ionic. Thanks again for troubleshooting with us.

Please let me know if you need anything else.

[Joelyba]

I find this response quite negative on the part of the Fitbit member of staff for 2 reasons. Firstly, it appears Fitbit are still intent on dealing with each faulty Ionic on a singular, case by case basis. Now this is fine and will help them resolve cases and assign them to the right people. However, it seemingly ignores the obvious wider problem of the Ionic (documented everywhere on this forum) product, which no one from Fitbit has acknowledged, let alone explained. Secondly, I’d like to know what Fitbit deems to be a ‘reasonable’ life span for a product? Most consumer rights legislation states goods must last a ‘reasonable’ time. This can be anything up to six years, yet warranties are offered for just 1 or 2 depending on where you live. Although I’ve previously commented on how quick and helpful customer service staff are, this is the first response which effectively says ‘at least we’re still offering you a better deal than other companies’. In my case I was treated well by all staff and have a good replacement Ionic. I hope they can see and understand wider customer frustration.



Sent from my iPhone

[Dearme]

Look you know nothing of my circumstances, I bought the product in Duty free in Thailand not some cheap shop in a back street I and other expect more. 13 months you’d get more from a Benidorm hooky watch. Shocking for a promoted company. I’m on the case at the gym making sure no one buys one!! Please don’t give me the Customer care clap trap!

Sent from my iPhone

[ericknava]

Hello,

I have the same problem with my Ionic. It won’t turn on. Even after trying rebooting, different chargers, power outlets, etc. No lights nor anything is coming up. I switched from an Apple Watch in order to get a better track of my physical activity through my day and night. I sacrificed functions (answer phone calls, reply messages, etc) in order to have this, but now I’m not sure I did the right thing. Please, help me out with my Ionic. 

[vic621]

Please open a case for me as well. My Ionic stopped dead in the middle of the night after being almost fully charged. Tried many things, no luck. Age of Ionic  when died was just under 17 months.

Moderator edit: format

[vic621]

This is not acceptable with all of these people having the same problem. If you want loyal customers, you need to be a loyal business in return. $300 should provide more for your customers, then sorry here's a discount. Fix this Tracker.

[SunsetRunner]

A few months ago I got my band replaced after it started lifting.

It died about a month ago just randomly as described above.

Replacement arrived about a week ago direct from the factory (should be latest and greatest)

Synced first time lasted a couple of days before stopping, factory reset and reinstalled app several times.

Was able to get stats to sync but Exercise wouldn't tried a factory reset about half hour ago and ...... DEAD.   Tried getting refund but cant do it but she will raise it higher.  

[FletchGolf]

Congratulations on your sales efforts !

Unfortunately, you have to be one that is also experiencing what the rest of us are  - 

The FItBit IONIC is not "fit" to be promoted as a fitness device - since it's "life" only lasts until the warranty runs out (or less).

And the marketing/support gimmick of buy one / brick one, discount one / brick one, is not the best mode of operation for a company who wants to stay around for a while.

I purchased one when GameGolf decided to feature the IONIC as one of their 3rd party partners, for their GPS based game software. (Bad Move)

[Chriswhite75]

Mines gone this morning, synced with the AP 2 hours ago. Just died right out of the blue. Not happy..😫😫😫

[Baulds]

Mine died a few days ago.  This is the second one I have had since the end of February.  The 1st one only lasted 18 hours before I had to return it to Argos and got a new one.  I have now had this one less than 3 months.  Mine too was fine in the morning, and as I work offshore, we are not allowed to take these devices out of the living accommodation, so I took it off and placed it in my drawer and in the evening I went to put it on and it was dead.  Won't charge or anything.  I gave up a perfectly good Samsung gears S3 frontier watch for this rubbish.  I am home on Wednesday so hopefully Argos will allow me to give this back and I will be getting the new Samsung gear watch.

I had a fitbit charge for years without any issues, but these are cheap and nasty and not reliable.  Goodbye fitbit.  2x £250 watches in less than 3 months.  No thanks.

[vic621]

That is terrible. Another dead Fitbit story. I can't understand why they don't figure this out. This will start getting out there with all of us using social media.

[vic621]

Oh my gosh, you are so right. Not a good business plan. There has to be a way to fix these. Fitbit, please work with us.

[RicardoFitbit]

Hello again, I'm here to continue providing assistance with your Ionic devices guys, my apologies for the delay in replying your posts. Welcome aboard @Dearme @ericknava @vic621 @SunsetRunner @FletchGolf @Baulds. It's nice to see you again posting in our forums  @Joelyba @Chriswhite75.

For everyone who's experiencing this situation, I'd like to suggest our help article: Why isn't my battery charging on my Fitbit device? and then try the last step that is specified there, which is a restart procedure. If such information don't resolve this matter, I recommend our factory reset procedure following the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds.
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).
3. When the device vibrates, release all buttons.
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details.

I this information doesn't resolve your difficulties, please try reaching our Customer Support team to receive further assistance. I'd like to appreciate the feedback that was submitted in regards our Ionic device, I totally understand how frustrating this matter can be for all of you. The feedback and the experiences that are shared here in the Community Forums are always helpful for us to improve our products and services as per previously mentioned. For any inquiry related to our policies, please check here. 

@vic621 Please try the steps that were mentioned above and let me know how it goes. If you continue experiencing the same, please contact me back so I can contact our Support team on your behalf to receive further assistance directly with them.

I'll be around guys. 

[SunsetRunner]

I too have experienced this issue, after 17 months it just plain old would not turn on, charge or reset whatsoever.  I would expect a wearable device such as this would last more than 17 months. 

[Sweetrini]

My ionic face fell apart a year, or so ago, and after contacting fitbit, they sent me a refurbished face. This ionic could never sync correctly, and never sent notifications. A few weeks ago, my fully charged ionic screen went black and has not powered up since. It is extremely disappointing to have a device which cannot be used for its purpose. 

[Baulds]

That's all very well if your device has power, but impossible if it's dead like these posts are saying.

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@RicardoFitbit wrote:

Hello again, I'm here to continue providing assistance with your Ionic devices guys, my apologies for the delay in replying your posts. Welcome aboard @Dearme @ericknava @vic621 @SunsetRunner @FletchGolf @Baulds. It's nice to see you again posting in our forums  @Joelyba @Chriswhite75.

For everyone who's experiencing this situation, I'd like to suggest our help article: Why isn't my battery charging on my Fitbit device? and then try the last step that is specified there, which is a restart procedure. If such information don't resolve this matter, I recommend our factory reset procedure following the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds.
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).
3. When the device vibrates, release all buttons.
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details.

I this information doesn't resolve your difficulties, please try reaching our Customer Support team to receive further assistance. I'd like to appreciate the feedback that was submitted in regards our Ionic device, I totally understand how frustrating this matter can be for all of you. The feedback and the experiences that are shared here in the Community Forums are always helpful for us to improve our products and services as per previously mentioned. For any inquiry related to our policies, please check here. 

@vic621 Please try the steps that were mentioned above and let me know how it goes. If you continue experiencing the same, please contact me back so I can contact our Support team on your behalf to receive further assistance directly with them.

I'll be around guys. 

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[Sweetrini]

I tried all options. My device is not powering up at all. 

janelle hackett
have a blessed day