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

[SamMcL]

My fitbit Ionic stopped working after a dip in the Atlantic.  I was only snorkeling and no diving.  Although it stunk to not have it after my second day there, customer support was awesome upon my return to the states.  I called with my issue and was patient with the representative throughout the process.  We could not get my Ionic to activate and she sent me an email for a free replacement.  I can say that I was pleasantly surprised by the result of my phone call to customer support. 

[SunsetRunner]

My Ionic got damaged under shower 😄 But I may call myself "lucky" as it still seems to be working:

This 163 is a "ghost" of what was displayed before. The glitch that appeared after contact with water. OS3.0 forced me to do the factory reset and I was really hoping that it wasn't hardware but software issue but that didn't help. Now I take it nowhere near the water.

[SunsetRunner]

Went for a swim in a backyard pool last night. Got out, had a shower and dried off the Ionic. The Ionic even auto recognised the swim as exercise. A few hours later it just stopped working (nothing on screen, no lights on back). It had roughly 70% charge. Have tried a restart and charging it again but nothing has worked. 

Any ideas?

[burns_erin]

I'm not saying there aren't issues, because the ionic seems less resistant than it ought to be. But y'all should check into what water resistant 50m actually means. It doesn't mean you can go into water 50 m deep, it's an indicator of pressure. So it's supposedly safe in the equivalent io 50 m of static water pressure. But once things start moving around it's no longer static and pressure changes.

https://www.active.com/triathlon/articles/what-does-a-water-resistant-watch-really-mean

https://www.kidswatches.co.nz/blogs/news/what-do-the-water-resistant-numbers-like-20m-and-30m-and-10...

And this isn't just Fitbit, this is an issue in the industry as a whole.

Moderator Edit: Format

[BallymenaBob]

I wish I’d seen this post before I took my Ionic for a swim. I’ve now only got a blank screen and a dead Fitbit.

Hopefully Customer service will react responsibly. Not impressive to advertise a feature that doesn’t work.

Moderator Edit: Format

[SunsetRunner]

I’ve had it swimming before and it hasn’t been a problem. 

And as for the Customer Servicr, I was reasonably impressed. I spoke to someone and they walked me through troubleshooting I hadn’t already done and when that didn’t work, lodged a request for a new one based on faulty equipment. 

Give them a shot, hopefully you’ll have an equally positive experience. 

[BallymenaBob]

I’m pleased to say that after a couple of emails to confirm that the Ionic really is dead, customer service have agreed to a replacement.
It’s good to see quality service.
However, the new watch will not be going swimming!
Bob

From: Bob Fraser

[SantiR]

Hello everyone! Thanks for your continuous participation on this thread regarding Ionic not working after swimming. Thanks for sharing your feedback, experience, and for contacting customer support in order to sort this out.

I'm glad to read that customer support has been helpful for the users that have reached out. Customer support takes your claims seriously and will help you out with the best solution available for sure.

Please let me know more updates if you have any!

Keep me posted! 

[Bmarks02]

I’ve just had the same thing happen to my Fitbit. I have previously swam in both the ocean and swimming pools without issues but now it’s completely stopped working! Not really impressed when I paid over $400 for it.

[BallymenaBob]

Customer services couldn’t have been more supportive - replacement is arriving tomorrow.
I was dubious about the waterproofing, and will not test it again.
Bob


From: Bob Fraser

[bendyt]

Currently inline as my third ionic has also stopped working after a swim.  This is the second one that has stopped after a dip in the ocean.  I won't be buying Fitbit again which is a shame as I've been a customer since the first device. Customer service has generally been good but ideally, if the product was fit for purpose, I wouldn't have had to contact them at all.  3 replacements (if they replace this one) in < 12 months is ridiculous.

[SilviaFitbit]

A warm welcome to the Community @Bmarks02. Sorry to hear what happened to your Ionic. I've shared your post with our Support team and they've mentioned that you already have a case with them. I would like you to continue the communication via email, they will continue assisting you with this. 

I'm glad to hear that our Support team will send you a replacement @BallymenaBob. Don't hesitate to get back if you need further assistance. 

Thanks for getting back @bendyt, Each case is reviewed individually and the solution that's being provided is based on the Fitbit Warranty. 

I'll be around if you need further assistance. 

[bendyt]

Customer service are replacing this one.  So in less than 12 months I'll have had 4 Ionics.  When this one inevitably fails I'll be saying goodbye to Fitbit

[BallymenaBob]

But it may only fail if you take it swimming, so why do that when you know the problem?

From: Bob Fraser

[Souldeep]

Hi Bob,

Just second guessing here - but when mine failed I was told it was down to a faulty Ionic. It may be that OP you replied to is hoping the next watch will be waterproof. The swim app is an attractive function of the watch.

Personally I think salt water is the problem. I haven't been back in any sort of water with my new one. Prefer to keep it in good nick for the dry functions 🙂

[pritchk]

I have had my Fitbit ionic for about 14 months and have used it to swim quite a bit.  However, after my latest swim, the HBM (heart beats per minute) and the steps no longer work.  Apparently, the green and red sensors on the back are no longer flashing.  I contacted Fitbit support, and they stated because I am over the 12 month warranty period, I am out of luck.  Also, the is no way of fixing these watches.  They offered to have me buy a new one at a small discount.  My biggest complaint here is they advertised this watch as being water resistant, however, I feel the watch casing wears out and eventually loses its water resistance causing the issue I currently have, a watch that no longer can do the things I expect it to do from a fitness standpoint.  This is TOTALLY unacceptable!  I paid over $300 and it should last longer than a little over a year, especially when they sell this thing as water resistant.  I have bought several of these watches for my wife and kids, however, that ship has sailed.  I will no longer buy Fitbit watches, because they are not durable.

[pritchk]

Insane that you have had 4 replacements in less than a year.  My ionic craps out 2 months after the warranty period and I get nothing.  They are totally not committed to backing their product and improving it.  Plus, if it doesn't work in the water, don't sell it like it does.  Also, why does the EU get a 2 year warranty period while the US is one year?  Very interesting.

[socrsweetie]

My ionic is also not working after swimming for the first time. I swam laps for less than 10 minutes and it completely died. I tried resetting with customer support and that did not work. I was told by the original customer service agent that my warranty had ran out (after a year) so they could not do anything except offer me a discount on my next device. I then spoke with the supervisor and she said they would not let me ship it so they could fix it or provide a replacement, or provide a discount. They are not doing anything and I received the watch as a gift less than 6 months ago. They are not owning up to the fact that this series is faulty and is falsely advertised. I don't understand why there is a swim feature on the watch and it is advertised as water resistant if it is breaking for so many people the first time it gets wet. 

[HarshPatel]

Yes, the Ionic is NOT a waterproof ONE.

I have used it for the first time after buying it 2 yrs back. Guess what, it stopped working and CC said it is OUT OF WARRANTY so they can't do anything.

Huh!

Never gonna buy any product from FITBIT. The company sucks. 

[pax76]

used my iconic in the pool no problem when to the beach ...done... **ahem** does not work.