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.

[PaulMe]

The US safety authority obviously mad a blanket ruling for the model, not based on hardware revision. The correct ruling. Thankfully the company has allowed that ruling to be applied globally. IIRC, the serial number is on the back. You'll need a magnifying glass to read it.

[Ambiee]

I am getting very frustrated.  How do I try to get a refund?  There is no where for you to find the info, I've tried that I am too frustrated right now.  Can someone kindly help me.

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There is no refund page that says you need to go to .  What I'm I supposed to do now?

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How do you register for refund?  It is not showing me how to get there.  I was trying to go to the refund page but it is not showing up.

Moderator edit: format

[TomDuke]

This is what you need to know to apply for a refund and get access to the Fitbit discount offer for turning in your Ionic watch.  https://help.fitbit.com/en_US/ionic.htm

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https://www.fitbitionic.expertinquiry.com/

Moderator edit: format

[f1raghu]

Hello

Have to say, this is very badly handled and managed recall program i have ever come across:

I use fitbit and i am based out of India, i have registered to the program but unfortunately i the refund mode offered were only "Google play Gift card" or "Paypal" account.

Please explain how i can but another fitbit watch using these options here in india? 

Lot of features in my watch have stopped functioning now and i have no option to buy another fitbit watch with the refunded money.

Can i revoke my recall request , atleast i will continue to use the same watch as it was working fine for me.

And lastly can you wake up some of your indian customer service team, hardly no one replies or responds!! 

Thanks

[pizzacheeks]

They say it takes 3 to 6 weeks for a refund but PayPal is your best bet as you can pay fitbit with Paypal I assume in India  Since the discount code is valid for 90 days you will have plenty of time to get the refund through Paypal and use the credit to purchase a discount Fitbit. Just make sure you don't use the codes until you are ready to purchase.  The Sense Versa 3 and Charge 5 are up for the discount. So use the regular store to decide which one you want.

[f1raghu]

Hi

The fitbit store in India directs me to amazon.in to shop the watch and in India these guys done have a retail store.

Unfortunately i opted for Google Play voucher or something assuming it to be Google pay 😞 .

I am trying to reach their support but until now , no response.

Thanks

[pizzacheeks]

well, then support is your best bet to see if they can change the payment to Paypal as with PayPal at least in the US you can apply the credit back to your bank account.

[f1raghu]

Thank you..will try the same 

[moggy1957]

Yes its been over 24hrs for me getting the same  Location is Australia

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thank you

[jgrun15k]

I started fitbit with a Surge in 2015. I replaced the Surge with a Ionic when the Band on the Surge would not stay together. I replaced the Ionic with a Sense this past December due to the Ionic being warm to ware on my wrist. I called and voiced my concerns about both replacements. Neither time was I give any help with a replacement or a refund. But, I continued to stay with Fitbit. Now a refund is being offered for the IONIC which I no longer possess due to no need in keeping it when I got the Sense.

However you can check your record and see I onwed it. Can I still receive a refund?

[Odyssey13]

Hi @jgrun15k  read this post - click to go there.

[zerodameaon]

So accept proof of purchase and history of use on your account which they have. If someone else happens to have the device because the original owner sold it they can see it's the same serial number and just say too bad . Seems neither of those are an option. 

[WAY-771]

Is the recall a scam ??

[Odyssey13]

Hi @WAY-771  the Ionic was voluntarily recalled. Read this post to learn more.

[PaulMe]

"Is the recall a scam ??"

There's always the odd conspiracy theorist isn't there.

Well, I've just ordered and paid for my replacement Sense offer from the official shop. With discount a Sense has cost me $270 Australian dollars.About US$197. Sure, the shop is full price and certainly only just competitive WITH the 40% discount. But with the US$299 (approx AUD$408) it is a worthwhile  choice (for me anyway) to stay with Fitbit.

I'll actually mis my Ionic as it's been REALLY reliable - mainly due to keeping it away from all water - other than a bit of sweat. It was activated in October 2017 and the battery now lasts around 3 days. Down about 2 days. I really can't complain about that.

Looking forward to the Sense. The wife is happy with hers. Just hope the Ionic keeps unsynced reasonable time till the replacement arrives.

Confirmation order email also received.

Scam my BUM!

Some people really are mistrustful.

[crosby87]

My Ionic died so I am having trouble charging and re syncing to verify my account.  So what do you do now?

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My problem exactly,  if its dead and won't charge how do you sync it back with your account to verify,   for a refund.

[Preci]

I just received a email  from the online store where I  bought the fitbit ionic, I  thought it was a spam, I just want to know how to get a refund for the fitbit ionic in South Africa, if it's done via the online store where I bought it.

[PastorDClift]

Is this why my Ionic will no longer sync to my iPhone or iPad? It also no longer is recognized by my computer even when plugged in directly. Very sad and disappointing.

[Hanna1971]

my daughter has paypal and she got me on her account.

[RedDeviluk]

So since nobody has any evidence, no receipt and the customer service experience has, so far been terrible for most... Is everyone dreading not getting a refund in six weeks and having to phone up and fight?.

Don't forget to remember when you filled in the form etc.