Ionic not working after swim

[Del75]

After having a swim with my Ionic on it is now not responding.  This started with it initially not charging then after trying a reset it won’t come on.  There also appears to be condensation on one of the sensors (thought these were waterproof).  Looks like I need a new watch, it wont be a Fitbit that’s for sure.  Less than 7 months old and not working, very poor!

Moderator edit: Format

[Giampi71]

@Del75 Sorry for what happened.

Please contact Fitbit support at https://help.fitbit.com/?cu=1

[Rabin69]

Can you please tell  me how your case was solved? I have the same issue fit over 1 week and support leaves me in the dark

[Del75]

They sent me a link to private chat and asked me to send photographs.  I have now been asked to return the Ionic to them in the Netherlands and apparently they will send me a replacement.  Hope you get yours resolved,  Regards D

[Rabin69]

Same here but after sending the pictures they did not reply since a couple of days. Despite.sending lots of reminders 

[DramaQueenDiva]

You could try drying it out with white rice, I've seen it work pretty well for cell phones.

[Rabin69]

Did that as well but without result.

[Del75]

I understand what you mean with the rice but surely this only masks the issue that the watch is not waterproof then.  If you need to dry it out after a swim when it’s supposed to be waterproof up to 50m then something is wrong and if this has happened on numerous occasions with different watches it needs to be brought to someone’s attention so they then rectify your issue and investigate why this is happening with their product.  Thankfully it would appear that Fitbit are responding to my complaint and so far have been very good.

[Rabin69]

Hopefully they will do the same with my complaint. The watch is pretty expensive to brake down after just 2 months. 

[DramaQueenDiva]

Out of curiosity, were you swimming in fresh water or salt water? This is purely a guess but that may be a contributing factor since salt can be corrosive.

[Rabin69]

Fresh water

[Del75]

Freshwater, I was swimming in an indoor swimming pool

[SantiR]

@Del75 Welcome to the Fitbit Community! Thanks for reporting the situation you experienced with Ionic after swimming with it. 

I'm very glad to read that customer support was able to find a solution for you and that you are receiving a replacement unit. Feel free to follow these replacement set up steps once you receive it so you don't loose any of your previous data. 

@Rabin69 I hope you're doing well! Thanks for providing all of that information regarding your watch.

Did customer support replied to you with any solution yet?

@DramaQueenDiva @Giampi71 Thanks for your great help on this thread! 

Keep me posted! 

[Rabin69]

No exactly. After 2 weeks of stress ( really poor communication by support and then they couldn't process a simple return form within 4 days) i manage to return the fitbit at own costs today. Based on the experience during the last 2 weeks i doubt that support will handle this correctly. It has been a really disappointing time with the support of Fitbit. You would expect a rather pro-active attitude to solve a case and not sending excuses.   

[Souldeep]

@DramaQueenDiva- Although I have used it in the pool - it seems salt water last weekend provided the death kiss. Had mine one and half months.

[DramaQueenDiva]

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@Souldeep wrote:

@DramaQueenDiva- Although I have used it in the pool - it seems salt water last weekend provided the death kiss. Had mine one and half months.

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My guess is that it wasn't the water itself, rather it was the salt in the water. 

In fresh water, it would have been fine as there's nothing in fresh water that would harm the watch.

Salt water, on the other hand, has well.....salt, which is corrosive. That's why on my trip next month, I'm not taking my Versa or Ionic in the water: I'm going snorkeling in the ocean, which is salt water. 

In fresh water, as my niece so gladly helped me test out this summer, the Ionic and Versa are both fine after being soaked in water.

[Cyric]

What's the point of having a watch that's water resistant to 50 Meters if you can only swim in fresh water? The whole point of making it resistant to 50M would be for Scuba Diving, I doubt it's the salt water.

I had an Ionic fail on me in 6 inches of water. My personal believe is either the sensors or the buttons or both aren't water tight.

Just my 2 cents.

[jtb55]

I had the same exact issue. My Ionic failed 10 minutes into a scuba dive and I had only reached 15 meters. It is very disappointing after just 8 months and $300. I doubt that I will buy another. Too bad because I love the integration with the App. It is very misleading to say it is resistant to 50 meters.

[SantiR]

@jtb55 Welcome to the Fitbit family! Thanks for taking the time to share the situation you had experienced with Ionic after swimming with it. Thanks for sharing those details.

I went ahead and created a case with customer support in your behalf for you to get further assistance on this. Please keep an eye on your email inbox for next steps.

Keep me posted! 

[Cordie]

This watch is no where near waterproof I broke the first one in chlorine and the second in my bathtub which I can assure all moderators is not 50 meters down. This watch costs 300 and is advertised as waterproof it is not. I bought my daughter an Apple Watch much better product much better customer service and they don’t advertise it as waterproof