Sense stopped working after swimming

[FoMary]

I went swimming with FITBIT- have done so before, but this time my FITBIT does not work now ?

Moderator Edit: Clarified subject

[Clove6060]

You thinking the glue around the LCD screen failed and water got in?

[FoMary]

Not thinking anything. Just annoyed and disappointed. From the posts, I am
assuming it is kaput.

[Clove6060]

I understand your pain.

If you haven’t done so already may is suggest you contact Fitbit support to see if they can help with diagnostics or a warranty claim.

[LizzyFitbit]

@FoMary Welcome back to the Community. @Clove6060 Thanks for your help.

@FoMary I see where you're coming from as your Sense should stand up to 50 meters while swimming. I'm sorry you've gone through this experience and because your post didn't mention, may I know if you've tried the troubleshooting tips described in this help article? In case you have, please get in touch with our Support team as @Clove6060 suggested, so they can evaluate your options and bring you back on track. Please click here to get connected with them via chat or phone, and make sure to share the steps you've tried so far.

See you around.

[Stan_Tehee]

Just happened to me today. Was fully charged, hopped into the pool, now there is no screen, tried putting it on charger, no response, seems just dead. Will try customer service tomorrow.

wonder what happened. Did you find anything?

[LizzyFitbit]

Hi @Stan_Tehee. Welcome to the Community Forums.

Thanks for letting me know about your Sense and the steps tried prior to posting. Because this shouldn't be happening, I went ahead to review your details and I noticed you already have a case created with our Support team. Your case is in good hands and I'm sure our team will work on this to bring you back on track, so please follow up with your email case should you have any further questions.

[Stan_Tehee]

Thank you much! Yep, they are working on it.

[LizzyFitbit]

Hi @Stan_Tehee. I hope you're doing well.

You're welcome! I'm glad you're receiving assistance from our Support team and please keep the communication with them. In case you have some spare time, check our Health & Wellness board where you can find some fitness tips, meet more people and start your own topics.

Have a good one!

[FoMary]

Awaiting delivery of replacement Fitbit. But I am unable to track it with
DHL?

[LizzyFitbit]

Hi @FoMary. It's good to see you here in the forums.

Thanks for the details, I'm glad you'll receive a replacement. While this is odd, have you tried using a different browser to search your order with the link or the tracking number? If you have, I'd suggest getting in touch with our Support team via phone or chat, or contact DHL customer service so they can provide you with more details about your order and the expected time of arrival.

Hope this helps.

[FoMary]

No it's ok. I have been able to track now. Thanks for letting me know

[LizzyFitbit]

Hi @FoMary. I hope you're doing well.

You're very welcome. I'm glad you were able to track your order and I hope to see you on track soon! By the way, if you have time check out our Health & Wellness board where you can share your story, meet more people and find encouragement from other members to reach your goals.

Have a good one. 

[budomama82]

Same thing happened to me about 2 weeks ago Swimming for approximately 20 minutes. Took Sense off and let it dry and when I put it back on it was dead. Contacted support, followed all instructions and it stayed "dead". Sent it back per Fitbit's request and it's still traveling to the company. Takes about 2 weeks to get there 🤔...

Anyway, hoping that they replace the tracker/watch as I really do like it and it has been, until now, very useful.

[budomama82]

exactly...it shouldn't fail after a swim unless you were under 50 meters for extended time. I wager that you weren't

[LizzyFitbit]

Hi there, @budomama82.

Thanks for letting me know about your Sense and your interaction with our Support team. I understand your point of view as the Sense should work correctly after swimming with it. I'm sorry you've gone through this experience and please know your feedback won't be taken for granted. Because you already have a case created, I'd recommend keeping an open communication with our team so they can provide you with updates about the replacement process, and bring you back on track. 

[budomama82]

Thx. I try but the response is that I have to wait for the process. 🤷🏼‍:female_sign:

My Fitbit did reach the center 3 days ago so I have hope that I will see it before the middle of September lol

[Stan_Tehee]

Mine went out over a month ago, I live about two hours away, and it's still not there. That's not Fitbits fault, since it went through the USPS, but it really isn't cool. I've chatted with them and they really don't have many answers. Just think it's rough that I paid so much for a watch and the shipping is the issue, I would have hand delivered it had I known the troubles I would have.

[LizzyFitbit]

Hi @budomama82 and @Stan_Tehee. It's good to see you again.

I'm sorry you've gone through this experience. Thanks for taking for the details and for the time to share your feedback. Every feedback shared in the forums helps us to evaluate our procedures and improve our services, please know yours won't be the exception. While I don't have access to your case, please try getting in touch with our Support team by replying to the last email they sent you so you can receive more updates about this process.

See you around.