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BradleyUffner

FitBit Ionic "Support"

BradleyUffner
Jul 23rd, 2019
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  1. Doris (7/23/2019, 3:56:23 PM): Hi BRADLEY, My name is Doris. How can I help you?
  2. Doris (7/23/2019, 3:56:35 PM): Are you still there? Just to confirm if we're still connected.
  3. Me (7/23/2019, 3:56:42 PM): Hi. I have a fitbit ionic. last week there was a firmware update that i installed.
  4. Me (7/23/2019, 3:56:50 PM): it got to 99%, then restarted.
  5. Me (7/23/2019, 3:57:00 PM): or tried to anyway. the screen went blank, and never came back on
  6. Doris (7/23/2019, 3:57:22 PM): Hi Bradley, thanks for letting us know about the issue of your Fitbit Ionic display not turning on.
  7. Me (7/23/2019, 3:57:25 PM): i've tried everything i can think of. including holding down the buttons for a manual restart, and for a factory restart
  8. Me (7/23/2019, 3:57:48 PM): the battery was fully charged, and it was connected to the charger at the time i installed the update
  9. Doris (7/23/2019, 3:58:53 PM): Thanks for troubleshooting the issue prior to contacting us today.
  10. Doris (7/23/2019, 3:59:07 PM): To better assist you, Bradley, may I know the email address associated to your Fitbit account?
  11. Me (7/23/2019, 3:59:15 PM): -------------@gmail.com
  12. Me (7/23/2019, 4:01:01 PM): ohh, one other thing i tried, was to let if off teh charger for several days, in case draining the battery would somehow get it to restart correctly, but that had no effect.
  13. Doris (7/23/2019, 4:01:45 PM): Thanks you, Bradley, let me go ahead and pull up your Fitbit record here.
  14. Doris (7/23/2019, 4:03:16 PM): Upon checking, I confirmed that there is a Fitbit Ionic paired to your account on and tracker's last sync was May 23, 3019 and your Ionic watch needs a firmware update.
  15. Me (7/23/2019, 4:04:17 PM): yes, it had trouble syncing for a while, then i noticed the firmware update. i was hoping it would fix the syncing issue, but it made things worse
  16. Doris (7/23/2019, 4:04:43 PM): What's the model of your device that you use for syncing?
  17. Me (7/23/2019, 4:05:09 PM): my phone?
  18. Me (7/23/2019, 4:05:20 PM): it's a Pixel 3 XL
  19. Doris (7/23/2019, 4:06:48 PM): Thank you, Bradley.
  20. Doris (7/23/2019, 4:08:35 PM): Try to open your Fitbit app and then sync your device, Bradley.
  21. Me (7/23/2019, 4:09:12 PM): ok, it is "looking..." for the device
  22. Doris (7/23/2019, 4:10:28 PM): Okay.
  23. Me (7/23/2019, 4:11:00 PM): i got an error saying there was an issue connecting
  24. Me (7/23/2019, 4:11:27 PM): "if you see this message the first time, press cancel and try again"
  25. Doris (7/23/2019, 4:12:19 PM): I suggest to remain your Ionic in the charger charging and then try to click "try again".
  26. Me (7/23/2019, 4:12:32 PM): now it just says "Searching for yout FitBit Ionic"
  27. Me (7/23/2019, 4:13:19 PM): im not even sure if the fitbit is "on"
  28. Me (7/23/2019, 4:13:35 PM): the screen is just black, no flicker or anything when i push the buttons
  29. Me (7/23/2019, 4:14:01 PM): it's been in the charger for over a day now
  30. Doris (7/23/2019, 4:15:10 PM): Do you see light flashing on the back of the watch, Bradley?
  31. Me (7/23/2019, 4:15:15 PM): no
  32. Me (7/23/2019, 4:15:33 PM): nothing from the pulse sensor
  33. Doris (7/23/2019, 4:17:19 PM): Thanks for the confirmation.
  34. Doris (7/23/2019, 4:18:45 PM): It seems there's issue with the battery of your Ionic that causes the display not turning on.
  35. Doris (7/23/2019, 4:19:22 PM): Please review our troubleshooting tips to make the battery to charge -https://help.fitbit.com/articles/en_US/Help_article/1190 .
  36. Me (7/23/2019, 4:20:43 PM): i think i've got through those items multiple times
  37. Doris (7/23/2019, 4:21:26 PM): Thank you, if you already did this steps, Bradley.
  38. Doris (7/23/2019, 4:23:30 PM): Have tried doing the two button restart of your Ionic, Bradley?
  39. Me (7/23/2019, 4:23:43 PM): yes, that was one of the first things i tried
  40. Me (7/23/2019, 4:25:05 PM): i've also tried teh 3 button factory reset that i found online
  41. Doris (7/23/2019, 4:25:08 PM): Is this when yo press the left & lower right buttons altogether for 10 to 15 seconds, then the Fitbit logo appear on the screen?
  42. Me (7/23/2019, 4:25:20 PM): yes, that's the one i tried first
  43. Doris (7/23/2019, 4:25:48 PM): How about the 3-buttons factory reset?
  44. Me (7/23/2019, 4:26:20 PM): yes, tried that too
  45. Doris (7/23/2019, 4:26:28 PM): It's similar of how you do the two buttons restart. Press all the 3 buttons altogether for 10 to 15 seconds.
  46. Me (7/23/2019, 4:27:26 PM): i just tried both reset proceedures again, with no results
  47. Doris (7/23/2019, 4:29:02 PM): Thank you for troubleshooting this issue with us, Bradley and we're sorry if this did not fix the issue.
  48. Doris (7/23/2019, 4:29:41 PM): It seems the device is defective and might move forward now in reviewing your eligibility for a replacement.
  49. Doris (7/23/2019, 4:32:19 PM): May I know your country of residence and where did you purchase your Ionic?
  50. Me (7/23/2019, 4:32:33 PM): United States
  51. Me (7/23/2019, 4:32:39 PM): it was purchased from Amazon
  52. Doris (7/23/2019, 4:32:57 PM): Thank you, let me check, Bradley.
  53. Doris (7/23/2019, 4:35:09 PM): Thanks for waiting, Bradley.
  54. Doris (7/23/2019, 4:35:52 PM): I've checked on our record that your Ionic watch is already out of Fitbit one year limited warranty which expired on January 26, 2019.
  55. Me (7/23/2019, 4:36:52 PM): What does that mean?
  56. Doris (7/23/2019, 4:38:43 PM): You're device no longer eligible to get a replacement.
  57. Me (7/23/2019, 4:39:10 PM): so it was broken during a firmware update that was provided by your company, and you won't take responsibility for fixing it?
  58. Me (7/23/2019, 4:39:44 PM): I jsut want to make sure that I understand what you are telling me
  59. Doris (7/23/2019, 4:40:21 PM): There are several factors that might affecting why the device stops working, though we can't confirm if it's the firmware or it can be battery that's affecting it.
  60. Me (7/23/2019, 4:40:43 PM): the battery was fully charged, and connected to the charger at the time of the firmware update.
  61. Me (7/23/2019, 4:41:21 PM): it was able to hold a charge for several days between charging.
  62. Me (7/23/2019, 4:41:29 PM): it is NOT a battery issue.
  63. Me (7/23/2019, 4:41:55 PM): The firmware update failed in the middle of the update, and left the device in an unusable state.
  64. Doris (7/23/2019, 4:42:55 PM): Firmware updating can sometimes failed due to some factors like the battery, or connectivity like interference of other devices nearby that also uses bluetooth.
  65. Me (7/23/2019, 4:43:27 PM): so you are admitting that the watch lacks the ability to do a checksum on the firmware before applying it?
  66. Me (7/23/2019, 4:45:20 PM): If there was a physical defect in the watch, I would understand about it being out of warranty. but this was an issue caused by your firmware update. the watch was working before the update.
  67. Doris (7/23/2019, 4:45:30 PM): I understand, this is very disappointing on your end, Bradley.
  68. Me (7/23/2019, 4:45:38 PM): to say the least
  69. Me (7/23/2019, 4:47:32 PM): I understand that you are limited in what you can do through this support level. Is there any way that this can be escalated to someone with more authority to make an exception
  70. Me (7/23/2019, 4:47:34 PM): ?
  71. Doris (7/23/2019, 4:47:45 PM): I really want to healp you get back on tracker and the best offer that we can provide to you is 25% discount towards purchasing a new device.
  72. Me (7/23/2019, 4:48:31 PM): What would that bring the price down to?
  73. Doris (7/23/2019, 4:51:33 PM): 25% discount is applied to selected Fitbit tracker and watches, but with an exception for the Ionic, 40% will be applied. Regular price of Ionic is $249.95 less 40% off that's gonna be $149.97.
  74. Me (7/23/2019, 4:52:13 PM): If you could get the price below $100 I would consider it.
  75. Me (7/23/2019, 4:53:09 PM): but as it it, it doesn't sound like you can guarantee that the next firmware update won't brike the watch again
  76. Doris (7/23/2019, 4:53:10 PM): As much as I would like ot, Bradley, but that's the best offer that we can provide to you as of this time.
  77. Me (7/23/2019, 4:54:38 PM): ok. thank you for your assistance. just be aware that I'll have to leave a negative review on amazon, warning people about the possibility of a firmware update bricking the watch, which you will not take any responsibility for, and I won't be purchasing any of your products in the future.
  78. Doris (7/23/2019, 4:55:00 PM): Thanks for that feedback, Bradley.
  79. Doris (7/23/2019, 4:55:32 PM): I'll send to you the email with the link for the discount, so you check option available.
  80. Me (7/23/2019, 4:55:45 PM): thank yoiu
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