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.

[Callym66]

I'm stuck on verify account - no response from support either on chat or twitter. Hoping if I leave for a couple of days someone may come back to me!

[randijaa]

Can't sync the ionic - but it shows steps, distance, time etc when I put it on. A debit card? Don't know what that is - I thought I would get the refund on my bank-account, because I bought this new Sense locally today - if you get a "card" will that say you only can spend the money in Fitbit store or????

[MoniqueHakkin]

Same with me. Ive checked my spam emails. But nothing since this morning. 

[dvpatel]

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@randijaa wrote:

- if you get a "card" will that say you only can spend the money in Fitbit store or????

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It is a prepaid, debit MasterCard. It will come pre-loaded with the equivalent of US $ 299 if it was an option for you. You should be able to use it anywhere MasterCard is accepted.

At least for me, I am in the USA, the disclosure which opened up if you chose the MasterCard option, showed that after the first 6 months, there was a fee. So, if you chose that option, be sure to use it up within the first 3 - 5 months.

Typically, if I get a prepaid card for rebates and such, I try to use it up in one shot as some companies start monthly maintenance charges after you use it once. This card did not say that (not that I remember) but just because of the fees after 6 months, I chose the PayPal option. My bank account is linked to my PayPal so I can easily move the money to my bank. 

Hope that helps.

[Airbuster]

I registered for a refund, when I go through the account verification process I get the following message:

Your account doesn't have an impacted device associated with it. 

Anyone else have this problem? My ionic is connected to my account and syncing normally??

Moderator Edit: Formatting

[ToffeeMan7]

It won't recognise the reference numberSent from Samsung Mobile on O2

[Winnie77]

Hello! I had the same final message as yours but nothing about how to get refunded. I chose refund by card but it didnt ask for card details. 

[Stu.69]

Hi Tammy

thank you for your reply you have been a big help 

thanks Stu 

[randijaa]

Thank you. That was clearer. Never saw the option of MasterCard in the form. (I am Norwegian) Only option I think was PayPal - I shut it down two years ago, so I even had to raise a new PayPal account now, and I hope I later can transfer the amount to my bank-account.

[SeekerK]

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@Winnie77 wrote:

Hello! I had the same final message as yours but nothing about how to get refunded. I chose refund by card but it didnt ask for card details. 

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I only had Paypal as an option and then had a follow up question to write the email associated with my paypal account, but from the earlier replies it sounds like they will send a prepaid card with the equivalent $299 to the adress you wrote down in the form. I suppose you can use that like you would use any given gift card.

[SunsetRunner]

Count me in as one who recycled their first Ionic after it died one month after the warranty was up.  For that, I got a 50% discount on a new Ionic.  Better than a sharp stick in the eye I guess.

Now, they provide us a 40% discount on three devices (at least here in the US), and then two days later, they drop the price of the Charge 5 to $129 on sale (the 40% discount was off the $179 MSRP), so my discount is actually way less than 40%.  Thanks Fitbit.  You just continue to find new ways to screw your customers.

[bartver]

I started the registration of my fitbit for a recall. I did receive an e-mail:

[quote]You successfully started the registration process through the Fitbit Ionic recall website. Save the reference number above so that we can help you more quickly.
If you didn’t complete the account verification process as shown on the registration page, use the link below to return to the verification page to verify your account and disable device syncing.
Verify Account
Please note if you have multiple impacted devices you will need to repeat the registration process.
After we verify your account, you’ll receive a confirmation email from us.[/quote]

I then verified the account and it was confirmed online. Then I immidiatly saw that my fitbit disappearred from the app.

But, I never got a real confirmation.

I did get a very strange mail like this:

[quote]

uH204);">survey to share your experience.

• PayPal—the sender is PayPal and the email will mention a payment from the Firecall
• Debit card or gift card—The sendern will mention the Firecall

Any personal data acquired, processed or shared by us will be lawfully processed in line with applicable data protection legislation. If you have any questions regarding how we process personal data refer to our Privacy Notice https://www.sedgwick.com/global-privacy-policy. Any communication including this email and files/attachments transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. If this message has been sent to you in error, you must not copy, distribute or disclose of the information it contains and you must notify us immediately (contact is within the privacy policy) and delete the message from your system.

[/quote]

Thats all with this strange opening: "uH204);">survey to share your experience."

With the same subject and reference code.

It looks like something went wrong. I'm from the netherlands. What am I missing here?

[Sfinge23]

so after 24h i still have to recive the confirmation email from them...but i guess i ll get that in next 6weeks :))

[jerry94577]

This is a bit of a complaint (Understatement)  and wanted to put it publicly. I purchased my Ionic May 28,2020. It subsequently failed December 2021. The symptoms where not holding a charge, erratic behavior and it was hot to the touch. Support instructed me to let it cool off and try to recharge. It was ultimately deemed a failed Ionic because of the battery. Fitbit did provide a discount to replace with a Sense and I did so at that time.

I do not have that Ionic as it was disposed of on replacement with the sense. The reason for failure is clear, battery issue. This is also the same issue the recall is issued for. It seems that the ionic I had should still qualify for the recall since the watch was bought direct for Fitbit, the replacement was via the Fitbit square trade deal.

Appreciate a response other than NO which is what the support line said this morning.

Im hoping this gets some attention as 

[jgrun15k]

I’m sure your trying to help but, that like really doesn’t answer the question I asked. 

[jgrun15k]

No it’s real from what I know 

[jgrun15k]

Fitbit knows what style of watch you have or had, if they are doing the right thing then refund  all or pro rate refund amount 

[jgrun15k]

Next watch will be an apple, almost went with that in December but Fitbit talked me in to the sense. This will be my last Fitbit.

[CanadaGuy]

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@pizzacheeks wrote:

Reposting the direct links

https://www.fitbitionic.expertinquiry.com/  For the Refund use first

https://myhelp.fitbit.com/s/devicediscount To Activate the discount codes by reference # in first email "Fitbit Ionic Recall Registration – Reference<Number>"
Check Spam and be patient as they are overloaded.

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Thanks @pizzacheeks ! I went to the devicediscount page and entered my reference number (again) and it worked! Discount link showed up immediately afterwards.

[OllieCrafoord]

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@CanadaGuy wrote:

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@pizzacheeks wrote:

Reposting the direct links

https://www.fitbitionic.expertinquiry.com/  For the Refund use first

https://myhelp.fitbit.com/s/devicediscount To Activate the discount codes by reference # in first email "Fitbit Ionic Recall Registration – Reference<Number>"
Check Spam and be patient as they are overloaded.

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Thanks @pizzacheeks ! I went to the devicediscount page and entered my reference number (again) and it worked! Discount link showed up immediately afterwards.

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OMG, this worked for me! I got the discount email immediately after. Thanks, @pizzacheeks !