Fitbit Ionic complainers being muted

[Big-Heat-24-7]

I notice that everyone complaining about not getting their Ionic refunds on time are being shutdown without any resolution to their problems. I was under the impression that this forum was here to get help or help others, I am having this same issue on no refund being issued for 2 devices. It would be helpful to leave these threads open, at least one of them, do we can find out what is happening. Calling does not good, answers are needed. Supply those instead of silencing us.

[Josmoo]

Subject: Urgent Refund Request for Ionic Smartwatch –

Dear Fitbit Customer Service Team,

I am writing to formally lodge a complaint regarding the delay in processing my refund for the recalled Ionic smartwatch, which I purchased from JB HiFi. Despite my numerous attempts to resolve this issue through your customer service channels, I have yet to receive the funds or any substantive updates about the status of my refund.

I registered my refund request on April 23, 2024 after the recall was announced. At the time of requesting the refund, I was assured that the funds would be processed to my nominated account within 3 to 6 weeks. It has now been 14 weeks, far beyond the promised timeframe.

Over the past few months, I've contacted your Australian call center more than a dozen times at the phone number provided . Each time, I was told that my refund request had been escalated and was being processed by your financial team in London. However, this has proven to be nothing more than empty assurances.

This situation has not only caused me considerable stress but has also led me to rethink my initial decision to keep the Ionic active. Considering the device's known issues, I was worried about potential battery burns or worse, a fire hazard while charging the watch overnight. I made it clear to your representatives that I was relying on the refund to purchase a new smartwatch. Initially, I intended to replace it with another Fitbit product, but given my experience so far, I am now firmly resolved never to recommend Fitbit to my contacts or social media followers.

I am investigating the measures available to me under Australian consumer protection laws. It is my understanding that under these provisions, customers are entitled to a repair, replacement, or refund if a product is defective or unsafe. Given that the Ionic smartwatch has been recalled due to safety concerns, it is unacceptable that Fitbit is failing to honor these rights while misleading customers about their options.

I am therefore requesting that you take immediate action to ensure my refund is processed without further delay. I expect you to fulfill the terms of your recall program and provide me with written confirmation of when I can expect the funds to be deposited into my account.

I hope to receive a prompt response to this complaint. If this issue is not resolved satisfactorily, I will consider escalating the matter further.

Sincerely,

Disgruntled former Fitbit customer

Moderator Edit: Personal info removed

[Odyssey13]

Hi @Big-Heat-24-7 and @Josmoo  all the posts are being answered by a Fitbit Moderator who explains why the thread is closed to new posts.

There is more information in the official Ionic recall page - click to go there. It also includes special phone numbers for many countries to contact them.

[Josmoo]

I have spoken to your call centre team more than a dozen times now and I am receiving only excuses and empty assurances.   I am not surprised. Your reply is no different. 

[Odyssey13]

@Josmoo  I'm a member of the Fitbit community, and not an employee of the company.

[Big-Heat-24-7]

The help center provides absolutely no help, none, this is a public forum where users help other users, I have called, emailed and even chatted on FB Messenger, the hope is that other users who have or are experiencing this issue can provide input because the company is not living up to the terms of the recall.

[Odyssey13]

@Big-Heat-24-7  see Section 23 of the Terms of Service

[lorechavez87]

Luckily I finally received a resolution! SUBMIT A COMPLAINT!

The week before last, I contacted Fitbit customer support via phone call. I let them know I have been waiting for over 2 and 1/2 years, and if a resolution is not reached within two weeks I will submit a complaint to the US Consumer Product Safety Commission (US CPSC) for Recall Complaints. You can find the CPSC complaint form via a quick Google search. Fitbit escalated my case, and sent me a confirmation email. I actually ended up submitting the CPSC complaint a couple of days later as I was tired of waiting. CPSC reached out to me for some additional information within one day.

After some back and forth Fitbit ended up asking me for my original purchase receipt, my tracking number of when I sent them the ionic, and a picture of the ionic box. I only sent them a receipt, and informed them that I did not have a picture of my device box or the tracking number as it's been way too long to keep those items.

Last week I received a confirmation email from Fitbit that my refund has been approved, and they need my PayPal information. Not sure if the CPSC complaint that I submitted finally yielded a resolution, but that was quick at less than 2 weeks. Hopefully my refund comes in quickly!

Definitely recommended reaching out to CPSC. Good luck and hope your case is resolved soon as well!

Moderator Edit: Word choice