Voluntary Safety Recall of Fitbit Ionic Smartwatches

[FitbitCommunity]

Fitbit, in conjunction with the US Consumer Product Safety Commission (CPSC), announced a voluntary recall of Fitbit Ionic smartwatches, which the company introduced in 2017 and stopped producing in 2020. The battery in the Ionic smartwatch can overheat, posing a burn hazard.

The health and safety of Fitbit users is our highest priority. We are taking this action out of an abundance of caution for our users. We will offer a refund to Fitbit Ionic customers.

This voluntary recall is specific to Fitbit Ionic devices. It does not impact any other Fitbit smartwatches or trackers.

If you have an impacted Fitbit Ionic device, please stop using it and visit our webpage where you’ll find:

• Answers to common questions
• Information on how to receive a refund 
• Access to a special discount on select Fitbit devices, bands, and services, if available in your region, for a limited time.

[TomDuke]

@Strathaven- I was able to register all 3 Ionics without having to provide any details about them.  I entered my country and state, hit the register button and verified my email and my preferred method of payment (PayPal or MC/Visa debit card) and that was it.  I currently only have one Ionic registered to my account and the other one is dead and the third has never been used and was a backup.  It seems from reading all the comments that folks are having a different experience with this process.  All I can say is that I was successful in registering for 3 separate return kits and refunds.  Good luck.

[TomDuke]

@RedDeviluk- Another user posted in this thread that it was the Sense, the Versa 3 and Charge 5 that were being offered.  I believe the intent is to give Ionic users a discount on another Fitbit device that has similar capabilities as the Ionic in an effort to keep you in the Fitbit family as they say.  

[dexter57]

as I wrote above, I returned the practice code received in the email and after a few minutes
I received the access and discount codes
bye

Moderator edit: format

[RedDeviluk]

Perfect, many thanks @TomDuke 

I will have a look through and see if there's anything there that takes my fancy. Appreciate the heads up.

[TomDuke]

Shipping of the return kit was stated to take up to 7 business days.  The recall website says it can take 3-6 weeks for you to receive your refund once the Ionic is returned.

  If you order a replacement from the Fitbit store site set up specifically for use with the discount access code you receive in the email after registering your Ionic the free shipping is the usual, I think for the US 10-14 days unless you pay for expedited shipping.  You don't have to wait to use the discount if you have the financial ability to order a discounted replacement device but if you need that refund first then it's going to take a lot longer I'd wager.  

[moggy1957]

Hi All its been over 12 Hours since I registered for a refund still unable to verify Account with Reference Code say code not found 

[Markth]

I received the link to the discounted store, used the first code to enter then after choosing a Charge 5 and strap I went to checkout and the second discount code is invalid so you can't check out.

Fitbit no longer provide email support so I'm not sure where to go from here. 

[TammyLynn_17]

@Markth If you followed the link from the email to the discount store, where the discount is already applied, after putting in the store access code, you don't need the second code... or I didn't. I got 40% off and a free strap. BTW the codes are only good for one use only! So be careful. 

[3Heps]

Got the first email and no code 

called number for recall. Lady didn’t have a clue. Kept asking supervisor while I held. Finally was told discount code would come separate.  That was yesterday and still no code 

[Gatorjoe74]

Exactly. Who keeps a device which died in some instances years ago. I have bought 4 of these. The last 2 out of spite because Fitbit refused there was a larger issue with these devices. I will be able to send in two but I will miss out on the refunds and extended warranty I purchased because of their policy here.

[AndreaFitbit]

Hi everybody,

Thanks for your question about the Ionic recall.

We’re offering the discount off a range of products that offer similar features to Ionic, along with our latest improvements and new features. To learn more about the Ionic recall and how to get your refund, visit our webpage at help.fitbit.com/ionic, where you’ll find:

* Answers to common questions

* Information on how to receive a refund 

* Access to a special discount on select Fitbit devices, bands, and services, if available in your region, for a limited time.

Your safety is always our top priority, and we are taking this action out of an abundance of caution. Thank you for your continued support and being a member of the Fitbit family.

[RedDeviluk]

The most common question.... I'm not in the US, how much will I be refunded?

Got to say with these bot posts that don't actually respond or answer any of the hundreds of questions posted here.... It makes your customer service seem inadequate.

[domigit]

I'd just like to mention to everywhere here that customer service told me the 40% discount is only for devices that are still under warranty, and since my device was purchased in 2018, I am not eligible for the discount. I'm quite unhappy with that answer.

[TomDuke]

That seems odd; my three Ionics are all out of warranty and I received the discount.  You are only going to get one access code for the Ionic discount website where you can choose from a Sense, Versa 3 or Charge 5 and a few different bands.  Good luck.

[domigit]

TomDuke, are you located in America? I'm Canadian, so I'm sure they're going to play that card. I've been Googling for an hour now and I can't find any information about which regions are eligible for the discount. This seems very shady to me.

[TomDuke]

Yes, in the US.  I'm reading other comments from members in Germany and the U.K. and it sounds like they are getting the discount but refund is limited to PayPal.  

[Markth]

Thank you for the advice. I left out the second code and it worked.

[dvpatel]

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@RogerLuech wrote:

My Ionic is still syncing with the app after completing the recall registration yesterday.  I'm reading that others have lost the ability to sync their Ionic.  I'm not sure why mine is still working, but I'm glad it is.

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I am in the same boat. I was not provided any waivers to sign this morning at around 7:30 AM Eastern when I initiated everything. I got the registration done, already got the coupons and all is well but my device still works fine and is syncing fine too.

Would be nice if one of the moderators actually posts clarification (like if this was changed after numerous complaints) to let people continue using their devices till the shipping labels/packages come by. All I am seeing are the canned responses over and over again by  mods.

[berendislos]

Same. I'm awaiting a response on a support call I just entered. Unfortunate mij Ionic is disabled and I'm not sure if the proces is done well. Doesn't feel fine.

[HannahPM87]

Have you received the code yet? Im having the same problem!