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]

@-Suraky, It was relatively easy once I waited for the initial website traffic to die down.  I went to the refund center page from the Fitbit recall webpage and followed the instructions; (https://www.fitbitionic.expertinquiry.com/) entered my country and state and once I got to the registration page gave them the account email and desired payment method and that was about it.  I had to do this three separate times for each watch but got three separate registration email confirmations with different registration numbers for each one.  I had live chat with Fitbit earlier in the day and the agent confirmed that I could get a refund on all three Ionic's even the dead one.  What can I tell you?

[Ebojager]

Thank you very much! I’ll continue to think about it for awhile, it’s such a great design, and the original software was really cool. I still have the latest of the original software before they change the menus and stuff.

[PaulMe]

"I’ll continue to think about it for awhile".

Was considering that myself, but was worried they may suddenly close the offer, so did it sraight away after a message from another forum member, as I hadn't been active on this site for a year or so. Would have probably missed it otherwise, as I'm not aware of Fitbit emailing account holders?

[Colinog]

I loved the Ionic and I'm feeling very sentimental about having to dispose of it! But the Versa 3 is basically the same watch with some software improvements so I'm looking forward to using it 

[Suraky]

@TomDuke I'm glad that it worked out so easily for you, it's just hard to
comprehend since you can't take the reference number and go through the
verification process for an Ionic that is not registered in your account.
The page will respond saying that the Ionic must be re-connected to the
account, and that if you can't reconnect that you need to talk to them ...
where i've spent 2.5 hours getting the run-around from them with scripted
replies that disregarded what I told them, and without answering my
questions.

[TomDuke]

I think you're right about the geographic location.  Nothing I received from Fitbit says anything about deactivating my Ionic and it was still working this morning.

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Wow, I got none of that. Are you in the US?

Moderator edit: format

[dvpatel]

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@TomDuke wrote:

I think you're right about the geographic location.  Nothing I received from Fitbit says anything about deactivating my Ionic and it was still working this morning.

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Nothing I got says anything about deactivating, my watch is syncing fine and my email says I need to send it in once I get the shipping thing in 5 days. I am in North Carolina, USA.

[dvpatel]

I have a hunch that they are making changes to their site and backend and while those are going on, people are getting different experiences. That is on top of the country based differences. People like me who are in the USA are getting different experiences. It may also be related to the version of firmware you are running on your devices. I checked and I am at least 3 versions behind as I only did one or two upgrades, then saw all the 'device bricked' threads and stopped letting the updates go through. That may be a deciding/contributing factor too for whether you get the deactivate it immediately or not messages and the device being actually deactivated from your account or not.

[Ebojager]

Good points about the firmware. I too stopped updating then and still have the nice original menus. Im still on the fence as far as requesting the refund.

[dvpatel]

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@Ebojager wrote:

Good points about the firmware. I too stopped updating then and still have the nice original menus. Im still on the fence as far as requesting the refund.

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Interesting. I just posted this. Saw it and it just vanished. Not sure why it was deleted. I was not notified either for why. I will try again.

If you are on the fence with regards to turning it in for a refund, I think you are making a mistake. Here is why.

• The Ionics are all fairly old and they are all either have weakened batteries or will start dying soon.
• They offer you $299 for your device and if you are in the USA, you also get 40% off coupon.
• If you turn this in and buy the Fitbit Sense, its a much better watch and you pay about $200 for it including the discount.
• So, you basically do get to make $90 for your troubles.

Am I totally off base?

[pizzacheeks]

No.  I agree there is no reason not to get a refund.  You just laid it out perfectly.

[Bkfarms]

I tried support after 3 hours on the phone, they said they would email me something and I have received nothing

Sent from my iPhone

[mrsmamamoo]

Question: is everyone able to apply for a refund? I haven't had issues with overheating but my heart rate sensor recently quit working. A refund and discount code would be wonderful but I'm seeing mixed reviews as to whether it's worth it or not. 

[pizzacheeks]

yes everyone who owns an ionic can get a refund. However to get it without involving support staff the ionic must be working and currently connected to your account.

[zerodameaon]

Based on responses here, even with support you currently can't get it. 

[Simpi]

I contacted the support recall phone line today. They confirmed that refund is 299$ US.

[N8teGee]

@dvpatel I think you are missing a main point there.

The Ionic has a flaw and could potentially cause you burns. I think that is a good enough reason alone to give up the device for a refund. 

[Ebojager]

No those are good points, I forgot about the batter length issues. I haven’t worn mine everyday and sometimes go weeks or months without wearing or charging it. It still easily lasts longer than most I think. I’m estimating the battery lasts about a week as I turn it off at night usually. I love the battery life still, but I’m sure that will change here soon though.

[dvpatel]

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@N8teGee wrote:

@dvpatel I think you are missing a main point there.

The Ionic has a flaw and could potentially cause you burns. I think that is a good enough reason alone to give up the device for a refund. 

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I had it on my original reply which vanished. It was if it does not burn your wrist. 😄

I think these gamblers are missing that point entirely by being emotionally attached to an older device not available for sale any more. I am with you.

[SPWhite24]

I am wondering if this recall covers all Ionic units or just specific ones? If it is just specific ones, where can I find a model or serial number on mine. I do not see anything on the back of it or even in the settings menu. Can anyone help me out here?

I thank you in advance for your help.