Unresponsive left button - Feedback about my experience

[planetdek]

My left button on my Ionic no longer functions. I have done all the toothpick mining, compressed air blasting, soaking in warm water, barking at the moon etc but it does not respond. If I enter a sub menu I cannot return without a long press reset on the bottom right button or wait for the battery to die, an inconvenience to say the least. I contacted Support who eventually concluded it was a lost cause and emailed me a 25% discount code for use against a new purchase. Upon visiting the Fitbit Store I discover that the current sale price is more than 25% off! I contacted Support again and said I might as well just buy at the sale price and he said yes basically , but just think if the sale had not been on I would still be getting a big discount!  I pressed him for a further discount but it fell on deaf ears. I now will be seeking an alternative manufacturer. My problem is without the back button I do not see how I can factory reset it which probably makes flogging it on eBay a non-starter! Anyone got any thoughts, suggestions? Cheers

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @planetdek, it's nice to see you again participating here in the Community Forums.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

Let me know if you have any additional questions, I'll be around.

[Hawaiiexerciser]

This phenomenon is also happening to my watch.  It is highly frustrating. I don't have a ton of money to keep buying a new Fitbit when the buttons lose functionality and it wasn't cheap. I bought this particular model because it had a built in GPS, but it was also the most expensive. I wish Fitbit would stand by their product & offer a real fix. Otherwise, I too will seek another manufacturer. 

[RicardoFitbit]

Hi @Hawaiiexerciser, welcome to the Community Forums!

Thanks for your post and for sharing your thoughts with us. If the buttons of your Ionic are not working as the way they were designed, please try our restart process following the steps that are specified on: How do I restart my Fitbit device? and let me know if the issue persists.

I'll be around if you require further assistance. 

[Hawaiiexerciser]

Well, I followed the instructions for holding down the left button & the
right bottom button and it did not solve the problem. So then I proceeded
to turn off the device using the settings button. Now I can't turn the
device back on. Very frustrating.

[RicardoFitbit]

Your reply is appreciated @Hawaiiexerciser.

Thanks for troubleshooting your device with me, I understand how frustrating this matter can be for you. Since your device is not turning on, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes.

Looking forward to your reply.

[Hawaiiexerciser]

I ended up pushing the 2 right buttons at the same time & it turned on, but
now the Quick Settings screen keeps popping up alternating w/ home screen.

[RicardoFitbit]

Thanks for your update @Hawaiiexerciser.

Seems odd that your device is behaving in such way, certainly it's not working as the way it was designed. That said and because it's now on, please try 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. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

Keep me posted.

[Hawaiiexerciser]

I got as far as letting go of the bottom right button as soon as the logo
disappears. Vibrating never comes.

[RicardoFitbit]

Thanks for trying the factory reset process @Hawaiiexerciser.

Because your device is not working as the way it was designed, I've contacted our Customer Support team on your behalf to receive further assistance with this situation and get you back on track as soon as possible. Please keep an eye on your email inbox because they'll contact you soon.

It was a pleasure to assist you, don't hesitate to contact me back if you need anything else. 

[alexandra166]

my left button on my fitbit ionic just fell off completely-never did find the button. Called fitbit customer support. Got the same answer-basically I can buy another watch-only the versa 2, at 35% off, but they won't send me a new button or new watch. These watches don't last very long.

[Hawaiiexerciser]

Not only does my left button not work, the watch won't even turn on anymore
(may be related to left button, I don't know). I had my watch less than 2
years. I gave good money for their premier product and the response from
the company was, "You can buy a new one." I just gave up. On to a new
brand. Next!

[alexandra166]

That is what just happened to me too! Looking at a garmin instead. Don’t think the Fitbit is actually that well made:

Sent from my iPhone

[alexandra166]

Similar thing happened to me! My left button fell out and is now missing. Customer service says I’m past warranty so I can buy a replacement watch, with a 35% off coupon but the catch is the coupon only works on older model watches. I’m going to look at a garmin instead. Don’t think Fitbit watches are that durable and company doesn’t seem to care once watches break.