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.

[tbrko]

Just received my email for a 40% discount on Fitbit products due to the Iconic recall.

There are two "codes" in the email: one to enter the Store and another to get the discount upon check out.

I totally understand that the Discount code can only be used once.

My question is "How many times can I use the Store code to enter the store without buying?"

The email was vague.

I have received two different answers in two separate Fitbit conversations:

One from Chat says that I can use the Enter Store Code multiple times.

A conversation with someone on the phone said that I can only use the code to enter the store ONCE.

Which is the correct answer?

Thanks.

[TammyLynn_17]

People are asking the same questions over and over again, TOP TIP! Read back through the threads, many of your questions are answered already. See below for my experience which I hope will answer a few questions. See the end for an addition from someone else as well. Good luck! 

@TammyLynn_17 wrote:

Hope this helps someone....
My experience so far, from the UK…The Update

The Fitbit website, system and people are all overloaded at the moment. I've had no success with the online chatbox at all. I did get some decent help calling their special phone line. Numbers found on the FAQ page about the Ionic Recal. I talked to a person named David in South America who actually knew what he was talking about and where to find the answers to my questions. Very helpful.

I think some of this information might depend on your location in the world. I'm in the UK, England. I'm supposed to have a refund on the way. I was also sent special links and codes for the 40% off replacement + extra band. 

Tips and info:

The Refund as far as I can tell is the same for everyone. $299 USD. For me in the UK that will be about £225-ish GBP. It can take 3 to 6 weeks to arrive. For me, in the UK the choice was via PayPal or a prepaid Mastercard. (They will not need or ask for your bank details, it’s a prepaid Mastercard which can be used anywhere they accept Mastercard)

The 40% off discount access code to the special discounts shop only works once. So be ready to buy when you go in. Everything in the main store is not in the discount store. The top three smartwatches that are similar to the Ionic are in the discount shop. Including the newish ‘Sense’. The more expensive watch bands are not included.

There is an extra step for getting the discount codes, it's in an email. The subject for mine was: [Fitbit Ionic Recall Account Verification- Reference xxxxxxxxxxx.] In the email, it says 'Click here for Fitbit Discount'. The discount codes came in an email with the subject:[: Fitbit Discount.] Remember codes only work once! Even if you don't buy anything. So be prepared to buy when you enter.

The Fitbit websites are overloaded with requests and it may take some time for your codes to come through. Check your spam box for missing emails.

Once you start the process of giving up your Ionic (which is advised you to do for safety reasons) and filling out the forms to get your refund and discount codes, Fitbit will disconnect your Ionic from the app and it will no longer collect or send information to your app. NOTE: Your Ionic needs to be connected to your app for any of this to take place. If you can’t do this you need to contact them directly.

At first glance, it looks like you lose all your collected data in your Fitbit app when your Ionic is disconnected. (If that’s your current Fitbit.) That’s what I thought. But when I looked at my account online on my computer I see that all my data is still there.

I ordered the Fitbit Sense at 40% off and an extra free band yesterday (Thursday), it's on the way today (Friday). Expect to receive it sometime next week. I did not take advantage of the free year trial of the advanced Fitbit App.

From my understanding, the affected Fitbit Ionic watches have the code [FB503] stamped/engraved on the back.

I used my computer for all of the above, not my phone. I've heard that others who were having problems trying to do all this on their phone switched to their desktop and all was well. Good Luck!

For more help with refunds see below:

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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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[CraigSupple]

Do you or does anyone know of Australia qualifies for getting the 40% discount in the discount store due to the IONIC recall!

[snoopylou]

The second.

You can only use it to enter the store once.

[SunsetRunner]

Yes it does. You can get up to five watches at 40%

[Kanosaurus]

Do you know how much a sense is in the discount store?

[LizzyFitbit]

Hi everyone, and thanks for your participation in the Community Forums.

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.

[Maryjoh]

 

[TomDuke]

$180 USD, I ordered two of them on Wednesday and FedEx free delivery appears to show them and 2 free straps coming tomorrow or Sunday.  

[SunsetRunner]

$270 for Australia

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FYI, even if you buy one new watch, you can get multiple free watch straps, not just one.

[SupaDave]

Exact same place I am right now. So, what's next!? 

[Roosterboy]

This is a debacle, the registration number received does not accept, their is no discount code, I contact their support who just say try later, it takes 30 minutes for the code to register, it has been 15 hours. What is happening, where is the service.

[davidb766]

I was stuck for 12 hours after having received the confirmation of Step1, I then followed the Verify Account link, where I input my reference number twice, it then said I had registered successfully but the screen was stuck on Step 2, with a yellow exclamation mark saying I was already a processed user.

I then followed this link

https://myhelp.fitbit.com/s/devicediscount , enetered by reference number again, it then said I had got through to Step 4, Discount Access. I then received an email in about 30 seconds giving me the codes for access to the store and for the discount.

When I got to the store, I didn't need to apply the discount code as all of the prices were already discounted.

When shopping on the site, I did not go away from the ionic discount pages, as was worried I might lose my discount. Fortunately a dialog box pops up and asks you if you want to leave the pages so I managed to stay and order a sense and some bands. 

I feel the support I received from Fitbit over this has been very poor, if they read any of these posts they would have seen that the vast majority of posts couldn not be answered by the FAQ page.

[pizzacheeks]

Just for everyone's information I just received a UPS tracking number email from SEDGWICK-OUTBOUND-ES.  So I getting the return kit next week.

[TomDuke]

Actually no, it's one free strap per new watch is my understanding.  Also, not all like Horween leather are offered.

[SunsetRunner]

I got all five straps for free

[SunsetRunner]

I got multiple straps for free and confirmed in the invoice.

[TomDuke]

This a quote from the email I received from Fitbit with my access code for the discount offer:

Thanks for verifying your eligibility for your discount. To keep you as part of the Fitbit family, we’re offering you the following:

• 40% off up to 5 Fitbit devices–that’s 1 for you and 1 for up to 4 friends! Check the store to see which devices are available for purchase.
• Up to 5 free accessory bands–1 for each device you order.
•  
• I ordered yesterday and  FedEx notification says they are delivering Sunday.

[SunsetRunner]

Correct, but it should still let you buy multiple bands for free.

[SunsetRunner]