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.

[Stefan8923]

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

[Tontor]

I had same problem,  finally last night got discount code from fitbit,  appears at least 3 weeks until delivery, refund is at least 3 weeks away. Out of pocket until refund and not fitbit until the one I bought [Sense) arrives.  The 40% discount means new one cost nothing after refund.  Fact it cost less than refund.  

[Stefan8923]

@Ozgun normally u would have selected which way u wanted to be refunded on the first step of the process while filling in ur details., as im name, address, email etc- and the options i got wer paypal or mastercard..and people in the previous comments said its a "virtual mastercard" that u recieve it on so i opted for paypal as you can just transfer that to the bank account u have linked to the paypal account which seems handier all around. Hope this helps!

[Tontor]

Fitbit  offer is $299usd regardless how much you paid.  Hope helps

[Scoofy]

@pizzacheeks Thank you very much for posting the link because in the email I received, it was not valid.
Now, thanks to you, I was able to order my new Fitbit without waiting for a hypothetical response from customer service.

[Mattyp79]

I have the same issue. I guess they need time to process the registrations, but why launch a recall on a friday? I also imagine that even the automated registration periods need a chance to catch up the back log. I guess we just try every day until it goes through. I'm sure when someone has a success they will share in the community

Still, very generous of fitbit to offer FULL refund AND a 40% discount

[alisondurrant]

Sorry I think youv’e mistaken me for one of the Fitbit people. I didn’t realise that asking a simple question on the community would make everyone cross with me.

Sent from my iPhone

[Tontor]

Scoofy did you get discount code?

[unospace]

Hi there, I was in exactly the same boat as you. I live chatted with Fitbit support twice about this. They said just down to the volume of recall requests for Ionic it's slowing the process down. I recieved email confirmation this morning. Hope that helps! They just say wait and you will recieve email confirmation soon.

[NadiaBolt]

Following @Snowpenny as I am in the same boat with Ionic battery dying about 6 months ago too. Have just tried to do my product registration but for some reason I only ever used app and never linked my device to my online account. I'm going to try to ring the Australian consumer support tomorrow and see where that takes me.

[Scoofy]

@Tontor 

Yes, I just placed my order and I received a confirmation email from Fitbit.

You have to look for the post of Pizzacheeks and click on the link he put.(Edit : Page 5).

On the page, just enter the reference number you received during the registration process. Then you receive directly an email with the 2 codes. One for the access to the store and the second for the discount itself.

[Ozgun]

@Stefan8923  

You are right. It should have like this. What I realized here, people have different experiences. So I think it could be related with my region. I haven't seen step 1, 2 or 3. Just system regocnized my country than I clicked refund option. I just saw these 3 pages by order. I hope they have different solutions for different country.

I will wait couple of days before taking any action.

Thanks for your interest

 

 

 

[V.tan]

Am from Singapore. You need to key in the code twice. One on the left and the other on the right to confirm. Didn’t realise at first but decided to try that and managed to register.
But now my Fitbit is totally disabled with a blank. And still waiting for email confirmation of refund. Hope they are sincere about the refund.


Sent from my iPhone

[hmfcriley]

Similar boat as I went to charge my unused Ionic and the screen is no longer working so unable to enter the pairing code.

I phoned customer support. The agent couldn't tell me anything other than he'd have to raise a special case and I should hear from them by email in a few days.

[SunsetRunner]

Fitbit seems to have one of the worst post-sale services. If the purpose of this was to gain customers back i dont know if is working well because the level of frustation of the majority will make no one wanting their products / services. Maybe in the future when Google takes full control.

[FLav0ured]

I would strongly advice to not repeat the registration process multiple times as this does only put even more stress on the Fitbit servers. If your code does not work please be patient and try it again after some hours or on the next day. I as much as you want to get a refund but we will only have to wait event longer if everyone keeps on sending multiple requests.

Ich würde dringend davon abraten, die Registrierung mehrfach zu wiederholen, weil das die Last auf den Fitbit Servern gerade noch vergrößert. Wenn dein Code nicht funktioniert, dann hab Geduld und versuche es nach ein paar Stunden oder am nächsten Tag erneut. Ich möchte die Rückerstattung genauso gern wie du, aber wir werden nur umso länger warten müssen, wenn alle ihre Registrierung mehrfach durchführen.

[Debw64]

Can anyone help...I received the notification and went to register on the Sedgwick website but it says I need to "update the country in your address to the originally reported country". I was picking the UK from the dropdown menu, which is where this was purchased. The live chat is not responding so I'm stuck! 

[Debw64]

.I received the notification and went to register on the Sedgwick website but it says I need to "update the country in your address to the originally reported country". I was picking the UK from the dropdown menu, which is where this was purchased. The live chat is not responding so I'm stuck! 

[FLav0ured]

Be patient for the live chat. I had to wait almost an hour but finally my chat was answered.

Moderator edit: format

[Coastie61]

I reckon if you asked for a discount code it all works fine. If you want a refund it looks to me like they are dragging their heels. Third registration and ref stillnot recognised as is either of the previous two. It's no hood people saying to go through comments because there are loads. Fitbit should be making it easy and painless which they are clearly not.