New fitbit ionic won't turn on

[PeterSchwartz03]

I bought a brand new fitbit ionic, opened it and put it on a charger for over 5 hours. It will not turn on. I pressed and held the left button, I pressed and held the left button and lower right button at the same time, and more variations. No response from the watch. Could it be the charging cord or am I doing something wrong?

[SunsetRunner]

Hi

Did the ionic turned on when charging?

In case using a usb hub, make sure to charge directly on a usb port or try using another usb port / wall charger to charge.

Feel free to check out the Fitbit Article:

Why isn't my battery charging?

Hope it helps

[PeterSchwartz03]

Left it on the charger overnight and it ended up working this morning. I don’t know why it didn’t the first day, but it’s working smoothly now.

[SunsetRunner]

Fab

When desired, feel free to check out the Lifestyle Discussions Forums, to find friends, share recipies and much more.

Happy Fitbitting

[geoff58]

Ionic wont turn on or even charge 

[Sln504]

Nope - mine neither. I bought it on Saturday via Amazon, delivered Sunday 3pm - no connection after charging for 2 hours, then 5 hours...then 14 hours...The chat helpline gave me benign instructions on why my phone might in the fault (it wasn't), and then I spent >30 mins trying all of their resets & factory reset steps.

I have asked for a replacement, after FitBit Customer Service advised that they would not be able to guarantee a response for up to 48 hours further.  I expressed my disappointment, and told them that I wished I had bought an iWatch, as the customer service and product quality would be more in line with modern consumer expectations (i.e. Working and immediate support on a premium product).

Fitbit is not interested in resolving this issue urgently, and I'm really disappointed in this faulty, expensive product. Also, does anyone else find that the charging cable is really difficult to keep in place?!

[SilviaFitbit]

It's great to have you here @geoff58! I would like you to make sure you've restarted your Ionic and double check you're fully charging it. Also, I've shared your post with our Support team they will continue assisting you. 

Hey there @Sln504! Thanks for sharing your experience about Customer Service and the option they provided. Each case is reviewed individually and they will provide you with a solution based in the Fitbit Warranty. 

Hope this helps! 

[Sln504]

Sadly, this doesn’t help as I’ve taken all troubleshooting steps provided by the “help” team, and I’ve now been challenged to prove that the product does NOT work by providing a video of me following the simple instructions - which I have followed twice now. I am, frankly, insulted.

I was also helpfully reminded that Fitbit will not replace the device for >45 days after I purchased the product. This is a complete joke - I work in the premium luxury industry and would never treat customers this way. I’ve bought many other (much cheaper) electrical products via Amazon and any faults were rectified within a week max.

Such a disappointment when I was expecting to be motivated and delighted by this new product.

SLN504

[SilviaFitbit]

Thank you so much for getting back @Sln504! Once again, I appreciate the information you've provided. I'm sorry for the customer service experience you've had.

I've shared your post with our Support team and they've continue assisting you until they can provide you with a solution, remember that each solution that they provide is based in the Fitbit Warranty. The Fitbit.com 45 day satisfaction guaranteed return policy is just for refunds. 

Hope this helps! Don't hesitate to come back if you have any other question. 

[Sln504]

I've since complained via your channel provider - Amazon - who replaced the faulty device without further question within 24 hours.  I'm very happy with the customer service provided by Amazon, and very disappointed in that offered by FitBit - as a contrast, this demonstrates the even further divide in customer service levels offered.

Relating to the deletion of my earlier post above (in line with FitBit's community guidelines, due to some duplication of the topic!):

What a shame that FitBit has chosen to remove an above valid post with its own specific point, which highlights its own shortcomings in managing customer issues.  It is clear from these actions, and those of various FitBit employees with whom I have spoken (who refused me escalation support when requested), that FitBit as a business does not want to receive and act upon negative customer feedback from customers who receive poor service or faulty devices.

As I'll reword my posts in an email to FitBit CEO instead, as I assume that James Park may take complaints and his team's subsequent actions more seriously than by deleting a forum post.

Thanks Silvia very much for your carefully chosen and helpful input into resolving my device and customer service difficulties - I'll be sure to mention in my letter.