Unable to setup device

[gwilliams90505]

I've done the hard factory reset, but when I go to "add a new device" it locates my Ionic, and gives me the 4 digit code, but when I enter the code, while the Ionic shows a checkmark, my phone just keeps saying "Connecting to Fitbit" with the wheel of death, and then the Fitbit logo on the Ionic goes from blue to white.  Help?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @gwilliams90505 I'm glad to see you again participating in our Community Forums, let me help you out with your Ionic difficulties. 

Seems odd that you're unable to setup your device, thanks for trying out factory reset procedure prior posting. If you can't get started with your Ionic, usually a missing requirement is the cause. Carefully review the requirements from our help article: Why can't I set up my Fitbit device? and move on to the troubleshooting steps if needed. 

I'll be here if you need anything else, please keep me posted. 

[gwilliams90505]

Ricardo,

I have no interest in continuing to participate, but I am too stubborn to give up on an investment of almost $400 (with the extra charging stand I purchased), and since Fitbit won't stand by their product (having sent me two replacements for my Ionic that have both failed within 6 months and now simply offering me a discount to buy a fourth one), I am forced to throw a hail mary and hope that someone can help me somehow fix a product that I know cannot be fixed.  I have done the factory reset, removed and reinstalled the fitbit app from my phone, removed the ionic from the app and tried to reinstall it, and have had no luck.  I have followed every single step, but it is clear that the product is defective.  Yesterday the Ionic and phone were connecting long enough for the Ionic to provide the 4 digit code, but then couldn't complete the connection.  Today when I go through the process of setting up the Ionic, the phone says it has located the device, but then just says "connecting" without even going to the screen with the 4 digit code.  I can't do anything else.  I have tried literally everything, and Fitbit can provide no assistance.

[gwilliams90505]

Big surprise.  Went to customer service to see if there was some way, any way, to get my Ionic to start working again, but after going through 30 minutes of troubleshooting.....Ionic doesn't work and the best they can do is offer me 40% off another Ionic, because they apparently think I'm dumb enough to spend another $150 on a product that has now failed 3 times in 18 months.  At some point Fitbit needs to own up to the fact that there is a manufacturing defect in the Ionic - the number of posts from people whose Ionics have failed is crazy - and try to address the fact that thousands of loyal fitbit customers have shelled out close to $400 for a product that doesn't work!  Offering those customers a discount to purchase another one of the defective products is an insult to those customers' intelligence, and will guarantee that many of them abandon Fitbit for another, more reliable product.

[RicardoFitbit]

Hello @gwilliams90505 welcome back, thanks for your reply and update. My apologies for the delay in responding your post. 

I'm sorry to see that you feel in such way, I totally understand your situation and how frustrating this matter was for you. Also, thanks for your patience troubleshooting this situation with me and our Customer Support team. Since our Support team already assisted you with the difficulties experienced with your Ionic device, I recommend you to contact them back if you want more information and details about the conclusion they provided to you. Also, for a better understanding of their resolution, I recommend you to check our warranty policies here. The feedback that was submitted on your post is appreciated, such information help us to improve our products and services. 

Let me know if you have any additional questions.