Scratches and discoloring on the back of my Ionic

[SunsetRunner]

Hello,

about 6 weeks ago I got a new Ionic. I am very happy with it but noticed this week that the backside, i.e. the sensor, has many small scratches and is discoloured - almost as if the material got brittle (I hope the image upload worked).

I tried cleaning a few times with warm water but this did not help (I am hesitant to use alcohol in case it makes the surface even more "brittle").

I wear the Ionic for sports (running and cycling) but not when showering and treat it with care and there are no other scratches - the sensor is protected by my wrist the entire time. Any idea what could be happening? Is this a warranty issue or can some other cleaning trick help? I have searched the forum and found one thread on another device where something similar happened and the tracker was replaced under warranty.

Thank you Sebastian 

Moderator edit: format

Moderator edit: updated subject for clarity

[SunsetRunner]

This is the sensor

[crsuperman]

Hello,

I bike occasionally, work on cars, and don't usually wash my Ionic FB in the shower and it looks even worse on the back..   scratched and fogged up... shocked me to discover this last week.

  I work in an office all day long for a job..

What gives Fit Bit?  Still seems to be accurate though. I go mine last December 2017.  My face plate glass looks like new and I have beat the heck out of the face of the Watch... I don't get it.. Gorilla glass front but cruddy plastic backing?  seems like time to call the warranty dept! 

My surge 2 did the same thing so bad it stopped reading properly.

-Christopher

[N8teGee]

It looks like it's been in contact with something abrasive, well at least from looking at the picture you posted. 

I clean the back and sensor area of mine with rubbing alcohol and haven't had any issues so far. I would say give that a go and see how it goes. It might be dried sweat/skin, so the alcohol will have a better effect than water. 

[SunsetRunner]

Thanks for the input. I did some further searching on the forum and found this discussion which reported very similar scratches due to bug spray (DEET) affecting clear plastic. I used a bug spray and while I took the tracker off when applying it and did not spray my wrist it may still have affected it.

It well known that DEET can affect clear plastic and was reported here too.

The Fitbit customer service team told me that scratches are not uncommon.

I could not remove them with rubbing alcohol but there are tricks to polish clear plastic if needed (eg a tick of toothpaste).

[SilviaFitbit]

It's great to have you here @SunsetRunner and @crsuperman. I appreciate the details you've mentioned and the screenshot you've shared. In this case, I've shared your post with our Customer Support team and they've informed me that you already have a case created with them @SunsetRunner. 

In your case @crsuperman, I've also shared your post with our Support team, check your inbox for further details.  

Hope this helps! 

[crsuperman]

Hello Fitbit team.

FYI I never use bug spray. no DEET.  No rubbing alcohol. normal wear and tear I guess

-christopher

[crsuperman]

Hello Fitbit team, I have not created any open support case on my ionic since I got it in December 2017.

That is not my watch pic in this thread.

-Christopher

(crsuperman)

[N8teGee]

---

@SunsetRunner wrote:

Thanks for the input. I did some further searching on the forum and found this discussion which reported very similar scratches due to bug spray (DEET) affecting clear plastic. I used a bug spray and while I took the tracker off when applying it and did not spray my wrist it may still have affected it.

It well known that DEET can affect clear plastic and was reported here too.

The Fitbit customer service team told me that scratches are not uncommon.

I could not remove them with rubbing alcohol but there are tricks to polish clear plastic if needed (eg a tick of toothpaste).

---

There is a product called Polywatch that is designed to remove light scratches from plastic. Obviously use these products at your own risk, but it's worth trying if you've exhausted all the other options. 

[SunsetRunner]

I too had DEET damage. I used a magic eraser lightly on the sensor and brought back some transparency. I can also vouch for polywatch, but these solutions are all temporary if you are active outdoors. Fitbit should have used a more durable sensor lens(?)!

[toobydude]

It looks like that previous discussion was deleted???

Anyways, I had a perfect sensor for the past 6 months or so but recently went on a long camping trip. Now my sensor looks similar to yours. I can't believe that they would use such a cheap plastic on the back cover of such an expensive fitness tracking watch. I'm definitely going to be contacting customer service over the issue. Deet bug-sprays are extremely common for outdoor sports/recreation. How they could create a *fitness* tracker that cannot abide the stuff is beyond me.

[crsuperman]

Scratches on my Fitbit got insanely bad but it still seemed to work. 6 months ago I chipped the front glass hitting my wrist on a door which let water in and now it's dead. I agree they sure use some **ahem**y material on the back of that Fitbit they should have used gorilla glass or something instead of cheap-**ahem** plastic



Sent from my Virgin Mobile Phone.

[toobydude]

I contacted fitbit about warranty replacement for my watch and it seems that they deemed this to be a user caused issue. Their exact reply was "We've reviewed your case and have seen where the damage incurred is concurrent with the user causing the damage to the device."

Odd that a "fitness" watch wouldn't be created to actually hold up to real world outdoor use.

[JulyLily]

I have the same problem,  I have no idea how mine got so brittle and cracked looking.  The entire underside is scratched up which is stange cause it's hardly ever exposed.  Is the Fitbit still accurate.  Different side not, my fitbit has never been able to count flights of stairs.

[EdsonFitbit]

Hello everybody, thank you for visiting the Fitbit Community.

Currently, there is a voluntary Safety Recall of Fitbit Ionic Smartwatches.

For more information, please visit this thread.

I am going to close this thread because it's too old, but if there is anything else we can help you with, you are welcome to visit the link shared above.

Have a nice day.