Ionic died after swimming

[ShouSh]

It's all in the title!

I tried all the Fitbit troubleshooting tips and still no luck. I live chatted with Fitbit support and they left me with worries and doubts about if I ever will get a replacement or not because I don't currently live in Europe, and they didn't bother find alternative solutions for the shipping till I told them that I can go back to France (Where I bought the watch) to get the replacement..

And I'm still waiting for a reply from the customer support for over than 4 days now!

:warning: NEVER swim with your Ionic guys.

Moderator edit: updated subject for clarity

[DramaQueenDiva]

Hi @ShouSh,

Just stopping by to let you know that I'm flagging your post for moderator attention.  Hopefully they can shed some light on this.

[lars-atx]

same here about 3 weeks ago.  so much for water resistance to 5ATM. 

[ShouSh]

Thank you so much @DramaQueenDiva 

[DramaQueenDiva]

You're welcome, @ShouSh.  Would you mind coming back and sharing what Support says when you've spoken to them?  I'm sure it would help others that might be experiencing the same issue.

[ShouSh]

@DramaQueenDiva Yes, of course, I will.

Btw, they sent me this email below after I live chatted with them 5 days ago

"Hi King, 

Your case was brought to our attention for review.
We appreciate your patience and efforts so far. Please note that we continue to work on your case and will definitely be contacting you with additional information.
We'll be in touch in case you need anything else.
Sincerely,

Norma C and the Fitbit Team"

After that, I asked them a couple of times to update me but still get no reply!

[MarreFitbit]

Welcome to the Community Forums @ShouSh. I am sorry to hear that you are going through this situation. 

I've updated your support case, it seems that our Team is still reviewing what your options are. However, they will get back to you shortly. We appreciate your patience and understanding. 

Hello there @lars-atx! Thanks for reporting what happened to your Ionic, I went ahead and created a case for you with our Support Team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

Thanks for your help @DramaQueenDiva.

[ShouSh · Accepted solution]

Thanks to the Fitbit Support, I got a replacement and it works fine. I'm happy 🙂

- 1st mail "Your case was brought to our attention for review"
- 4 days later I started this topic
- 5 days later, @DramaQueenDiva came to the rescue — THANK YOU — At the same day, @MarreFitbit showed up for help.
- 10 days later I got an email to ask me for an alternative shipping address because FitBit can not ship to Tunisia.
- 14 days later, another email "Your replacement is now being processed..."
- About 25 days later I got my replacement.


And for precautionary measures, I will not swim with my Ionic again, though, if it survives until summer 2020, who knows? 😅

Note: the replacement consists of only the pebble, and not come with a wristband.