Brand New Ionic dead after swim

[mts1982]

Hi, 

I just got an ionic for my birthday about 3-4 days ago. It's been working fine, but I went for a swim (in a pool) today. I was happy that the ionic worked great tracking my laps, etc... in the pool. Then I took it off to dry while I showered. When I went to put it back on, it was hot and the screen was dead. 

I've tried both the two button and 3 button resets, but nothing shows up. 

My phone cannot find the ionic and sync. 

I have plugged it into the charger, but also nothing is happening (It was above 90% when I got in the pool). 

What's up with this!?!? It's brand new!!! 

[SilviaFitbit]

Welcome to the Community @mts1982. Thanks for the details mentioned, I appreciate the troubleshooting tried. 

Sorry to hear that you're experiencing this because you just got your Ionic. I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email, they will continue assisting you. 

I'll be around if you need further assistance. 

[mts1982]

Silvia,

I did speak to the Support team and they did say that my Fitbit needed to
be replaced and sent me a link to a form. But, that was 6 days ago and I
haven't heard anything about returning my broken fitbit, receiving a new
fitbit, or anything -- despite having sent two follow up inquiries. Radio.
Silence. (Am I being ghosted by FitBit!?!?)

It's kind of annoying; I was really excited about the Ionic because I
really loved my Alta HR, except that it wasn't waterproof. But, after
seeing the many posts here about this same problem, and my personal
experience with customer service, I'm getting kind of bitter towards the
company and the product. 😞 😞 It's a shame really.

[Stu_B]

I recently went through a replacement process, filling the form in then resulted in me being sent a confirmation email that an order has been placed for the replacement.  This was then received a couple of days later.

If you have not had any order or tracking emails it may be worth trying to fill in the form again?

I also found that the support staff on the live chat option were very helpful.

[SilviaFitbit]

Thanks for getting back @mts1982. Sorry for the delayed reply. Our Support team is taking a little bit longer but they will reply back to you as soon as possible. 

Thanks for sharing your experience with our Support team @Stu_B. Your feedback and comments are appreciated, we're always striving to improve our services and devices. 

I'll be around if you need further assistance.