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.

[rgramos]

Thanks. I followed your advice and registered again and got a new
reference code. After about an hour, I tried the verification process and
was able to get through.

Got the message below so will just wait for another email confirmation.

[Mammyofmillions]

I've just spent an hour on the phone and they've said up to six weeks. I stupidly chose mastercard they'll send a virtual one. Wish I'd chose PayPal because at least you could withdraw the money 😭

The discount code link is on the forum. I've ordered my new watch with 40% off

[rgramos]

Hi. I followed the advice below and registered again to receive a new
code. I was able to complete the verification process and will just wait
for another email confirmation regarding deactivation of unit. In the
registration, i was asked where I wanted the refund to be sent and I
selected Paypal. Since I am not in the US, the mastercard option was not
available. Hope this information helps.

[Mammyofmillions]

https://myhelp.fitbit.com/s/devicediscount

This link gives you your discounts, I've just reorder my new Sense with free strap and 12mth subscription 

[Brittabijnens]

I even didn´t get a discount code. And i also picked mastercard but what do you mean with a virtual one?

[Andykiz]

On the main thread on this people have stated they re did step 1 to get a new verification code, I've just tried this but have to wait 30 mins to try step 2. Some have done this a few times and have been successful. Hopefully it works I don't have an hour to wait on the phone! 

[Mammyofmillions]

Use this link

https://myhelp.fitbit.com/s/devicediscount

It's safe. Once you confirm your account all details will be emailed to get a discount on your next watch. No refund info though. 

[Mammyofmillions]

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@Brittabijnens wrote:

I even didn´t get a discount code. And i also picked mastercard but what do you mean with a virtual one?

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I had to follow https://myhelp.fitbit.com/s/devicediscount this link to get my discount code emailed.

I thought by picking mastercard my money would be refunded to my original payment method but they'd advised today they send a virtual mastercard like a gift card to use at certain places!!

The PayPal option may be better as it allows you to withdraw funds. 

[Brittabijnens]

Ok. I understand. I found te codes. 

Does anyone know how many euro the refund will be?

[OllieCrafoord]

What are you having trouble with?

[Michael73]

Hi, I selected PayPal too, has your refund came through already?

[OllieCrafoord]

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@Brimson wrote:

I went through the recall process received a reference code not found message when I received the code by email. I've waited for nearly 2 hours now but nothing yet. I haven't given my card details for a refund yet either. Is that somewhere in the procces too? Watch still working.

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If your reference code isn't working after several hours, you can re-register and get a new code. That worked for me. 

They are either sending the refund to your paypal account or sending you a pre-paid mastercard. Your bank details aren't needed.

[Dutchstonehenge]

Same here in Holland

[LadyDiJ]

Having received the email about the Ionic recall, I set about trying to contact you. In the end - after being on hold for over an hour - I decided to register for my refund. And then I got a message saying there wasn’t an Ionic on my account. YES THERE IS….! It syncs every day on the app, and I’m looking at it on my wrist. I’ve tried contacting Fitbit Support - no response. I’ve tweeted - no response. I’ve tried ‘live chat’ - dead. I’ve tried ringing - again - no reply. This just isn’t good enough. In fact, it’s appalling customer service. Why send out the recall and then not have enough staff - or tech support - to deal with the response?  Not happy. 

[imeifon]

Step 2- Reference Code

Reference Code not found.

Please allow 30 minutes after registration on our registration website for our Reference code to work in our system.

Contact Support

Same problem with me. As  can be seen above, I have successfully completed step one which is registration. It then generates a code to continue with the refund process. I have inserted the code which comes up with the error above. I have waited a day never mind 30 mins and it still does not work. Still waiting for a twitter reply from fitbit from last night.

[OllieCrafoord]

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@imeifon wrote:

Step 2- Reference Code

Reference Code not found.

Please allow 30 minutes after registration on our registration website for our Reference code to work in our system.

Contact Support

Same problem with me. As  can be seen above, I have successfully completed step one which is registration. It then generates a code to continue with the refund process. I have inserted the code which comes up with the error above. I have waited a day never mind 30 mins and it still does not work. Still waiting for a twitter reply from fitbit from last night.

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If it can't find your reference code after a day, try re-registering and getting a new reference code and entering the new code. This is what I did and it worked.

[rgramos]

No. I just completed the verification process today. Still awaiting the
confirmation email regarding the deactivation of rhe unit.

[Andykiz]

This is an absolute joke. I registered for refund yesterday fitbit is now disabled but no email. I've just done step one again try to do step 2 which is now working but it now says your device is not connected - yes because you disconnected it fitbit! I can't now recconect it as it'd disabled. What a farce. 

[OllieCrafoord]

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@rgramos wrote:
No. I just completed the verification process today. Still awaiting the
confirmation email regarding the deactivation of rhe unit.

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If you don't get the deactivation e-mail with the discount code and such after waiting for a while, try this link https://myhelp.fitbit.com/s/devicediscount

[Chezza86]

This is exactly my situation too. And ive been told the same via live chat as well