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.

[TuridLie]

I am trying to get a refund, but it seems like I just have paypal as an option. I don’t have oaypal

[PHILOD27]

Fitbit have said that my Ionic is dangerous and are going to disable my device in 7 days, yet I have to wait 6 weeks for a refund. How is that acceptable? The turnaround should be the same for both surely?

[Preci]

 I have the same problem Reference code not found, and my device is impacted so they say, I'm tired of trying 😔

[Runner61]

Have had the same problem both wife and myself had ionics that over heated and stopped working. She now has Garmin forerunner and I stupidly brought a sense which I suppose will end up with the same problem. Totally agree they could trace it back through purchase information they have already found the two to be logged to our accounts only want to pay out on those with the potential to do harm and big claims. Dont give a toss for those that managed to get away with it.

[tld043]

What happens if you no longer have the Ionic device

[SunsetRunner]

I have followed the steps in order to get a refund for my Ionic. When I go to verify account from the email sent on my computer it doesn't recognise the reference number (Long after the 30 minutes). When I go to verify my account from my iphone it says I do not have an ionic, however my ionic is now connected. I also have a fitbit sense and it was connected before. In the questions and information section it says that you qualify for a refund even if you have other devices and/or you no longer use your ionic.  What can I do to solve this problem as I have tried to directly chat as well as a direct message and have not received a response.

[tld043]

So here is my question I no longer have the device i was advise they would not take it back and it was up to me to dispose, so does that mean i can’t get the refund

[anotheruser12]

@slipdwouldn't bother with twitter or live chat as there is no one answering.

Other posters here have had no luck with phone calls either due to being on hold indefinitely or just being absolutely no use when they do answer.

Perhaps a call to trading standards???

[Nitch]

I have got the email to say click here for discount, and nothing happens. I have tried all day and spoken with support twice to no avail. The email does not look like it has been attached correctly. I have no code attached and the link not working. 

[Spdude]

I have registered and received a code, I upload the code and I keep getting told the code is not valid!  Registered again - same outcome - yes I wait more than 30 minutes 

Help please 

[TN01]

Why is my reference code not working after registration? I have tried twice now and have waited 30 minutes before verifying both times. Very frustrating to not be able to complete the process for refund 

[Stick7]

I believe the return requirement is U.S. only. I’m in Canada and received the confirmation code for the refund, the notice that my Ionic had been disabled, and separately the codes required for the 40% discount. Ordered a new Versa 3 and band which is in the mail already. When the refund arrives I plan to order a new Sense and pass the Versa on to my wife to replace her Charge 3. The whole process was relatively seamless and other than not being able to track for a week or so it’s been OK. 

[ADodd]

My reference code is not found either. Tried registering again with the same result.

[Stefan8923]

Im still the exact same as urself. I have re registered numerous times and waited much longer than than the recommended 30 minutes each time. Its a shambles by the looks of it.

I envy the previous texter who said he got in early and his new watch is currently awaiting deliver from England.

It seems going over fitbits head and getting on to trading standards could be the only option. Anybody else any other ideas, or if not does anybody know the number for the trading standards in Ireland😡😡

[anotheruser12]

If they are failing to answer the 'mainstream' communication methods, you could try email PR/Media relations:

https://myhelp.fitbit.com/s/support?form=pr

Or maybe try searching for Fitbit CEO James Park email address and let him know how you are feeling about this.

[pippamundy]

So Ive gone through the whole process and registration code is "not found" has anyone managed to get through???? better not be a scam I am starting to feel v angry

[Nitch]

Thank you. Just sent an email. Will see if I get a response.

[Stefan8923]

**personal info removed**

That is the CEO of fitbits email as far as i know. Everyone affect that cant make progress should email. This is a disgrace

[MrsCV]

I have completed registration and have the email saying Step 1 complete and a reference number to verify. I clicked the link yesterday for this step but  haven’t received confirmation. How long should I wait or do I need to chase this?

[anotheruser12]

@Stefan8923looks like you may be on the right track here as it looks like the email has been removed 😉

This is the reason I didn't post it here as I suspected that would happen.

It's easy enough to find out for those wanting to find it...