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Unresponsive after swimming - My experience with Support

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‎06-25-2019 15:33 - last edited on ‎06-26-2019 11:51 by Fitbit Moderator

‎06-25-2019 15:33 - last edited on ‎06-26-2019 11:51 by Fitbit Moderator

I've had my fitbit ionic for almost two years, I used it often for running and working out. I went swimming today in a pool for about 10 minutes, only had my watch in the water incrementally. The screen went black as soon as I got out.   I called support and it won't reset.  The best they can do is 50%. I'm super bummed that my waterproof watch is not waterproof.  Any recommendations for watches, I can't afford spending $150-$300 every year or so on a new watch.   

 

Moderator edit: Subject for clarity 

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‎06-26-2019 11:59

‎06-26-2019 11:59

Hi @Nicol_B thanks for bringing this to my attention, I'm happy to give you a hand with your Fitbit Ionic concern.

 

Seems odd that your device is not responding after a swim activity. even more when this specific Fitbit model was designed to be swim-proof up to 50 meters. Since our Customer Support team already provided you with assistance regarding this uncommon situation, I recommend you to get in touch with them if you have additional questions about the resolution that was provided by them, I'm sure that they will provide you with more information and details. The feedback that was submitted in your post is appreciated, it help us to improve. For a better understanding of our Customer Support team conclusion, please check our warranty policies here. 

 

I'll be here if you need anything else. 

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‎06-26-2019 15:25

In response to RicardoFitbit

‎06-26-2019 15:25

The same thing is happening to me. I went in the Springs in Florida. My battery was at 56% which would normally get me another 2 days. I got out of the water and the screen was black. Took it home and connected it to the charger where it read 0%. Tried restarting it while connected to the charger several times. Got it to charge, but after sitting on the charger for about 14 hours overnight it only came up to 53%. I'm going to try a factory reset to see if that helps. Any other suggestions would be great!

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‎06-26-2019 15:44 - last edited on ‎06-28-2019 19:00 by Fitbit Moderator

In response to Klarice

‎06-26-2019 15:44 - last edited on ‎06-28-2019 19:00 by Fitbit Moderator

I would definitely try the resets. Unfortunately for me, my watch is totally
dead, there's nothing when I connect to charger and my phone can't locate
it. There's two types of resets you can try per customer service. Neither
of those worked for me. There is visible condensation in the back of my
watch where the sensors are.



Here's to a stronger U!

Nicol 

 

Moderator edit: Removed personal information 

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