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.

[Nidge1]

Well done.
There is hope then.
I'm only on my third day.
Numerous attempts.
Can't wait till Wednesday.

[Ricsb65]

Same problem, 36 hours since registering and still won’t work, no email support, no response to web chat, good way to lose customers 

[Harold44]

I don't yet know what to do with than long number ( is that the "code" .) 

that I got to see last night and hard copied .  Is that number to kill my

still functioning Ionic?

[dustyruin]

Make sure you have country field in your fitbit profile completed - you'll need to log in and check. Mine was blank, so I added it in and got further along. Now stuck on reference code not found...

[flyngvsp]

It does not worked for me 

[dustyruin]

I see it's a common problem with people getting the 'reference code not found' problem (and me).  Maybe an update on that would be good...? thx!

[Bladenbug]

Hi one thing I didn't mention is that I went through the whole process of applying for the refund again and got a new code. This worked for me but can't guarantee that it will fit you. These are the steps that I did that resolved the problem for me personally. Good luck

Get Outlook for Android

[tbone666]

Hi,

the support from fitbit is the worst I ever experienced in my whole life.

- Refund process can take up to 6 weeks

- Synch is stopped immediately

- Live Chat is dead, nobody answers

- German hotline? No connection at all.

- Mail responding time? Cann take 2 or more(!) days.

- "Nach der Verifizierung deines Kontos erhältst du von uns eine Bestätigungs-E-Mail." Not at all, nothing! 

I will never, ever again purchase anything from this troll company!

You're stealing and wasting my time, folks.

[flyngvsp]

For me the same here! I did the same 2 different codes and none of them works, it is really disappoint !

[colinnorris]

Same problem, no support etc

I can't seem to try again either. Page just says "form already completed"

Any ideas Fitbit

[OllieCrafoord]

I actually did that a bit, switching back and forth and such, but it didn't work for me. I checked out without the free band in the end 😞

[OllieCrafoord]

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@Demonic wrote:

Me too.  Been trying for two dayas as well.

For God sake Fitbit, sort this mess out.  Or are you hoping that we'll all get too frustrated and not progress our refunds.  Quality of service on this has been absolutely awful.  You'd have known how many people are affected and you should have tested that your refund process actually works.  Shame on you.

PS.  These forums don't seem to work in Chrome.  Quite ironic seeing as you're owned by Google now.  If you can't get that right what hope do we have for an over-complicated refund process.

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What's wrong with the forums in Chrome for you? I haven't had any problems. 😮

[NRM1979]

So I got my reference code and 'killed' my Ionic on Friday evening. It's now Monday and I don't have a confirmation email or, most importantly, a discount code to get me back up and running with a Tracker whilst I wait for the refund card in a month or so.

How long should I expect to wait before needing to chase up FitBit? I had hoped it would have been automated at the point the 'killer sync' was completed with the App.

[Demonic]

The reply box doesn't accept any text and I get a macros option, which looks like it should only be for admins.  Weird.

[OllieCrafoord]

Support told me that the systems are overloaded and to just be patient, try again later.

[Harold44]

Ok ta, I give it an other go

Cheers

[Loodicrus]

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@Clapoti wrote:

@Loodicrus ah ok thanks, I will try to be patient 🙂

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I just received the confirmation email. My Ionic is now removed from syncing. refund will be in 3-6 weeks.

So, that part went really smoothly 😃

[OllieCrafoord]

I used this link and got the email with the discount codes immediately after: https://myhelp.fitbit.com/s/devicediscount 

[Miss_Lizi]

Oh so you actually get sent a MasterCard with the refund loaded onto it? They don’t refund to a card used on your account?

This confused me massively as I was thinking I’d have to put my card details in somewhere and it never prompted me to do that! 

[yaddas]

Called swedish hotline dedicated to Ionic recall, cued for 20 minutes, tried calling regular swedish support, only to be met with "this phone number is not registered"

Reference codes are still not found after 2 days. I cant wrap my head around why email support is not an option. Tried with 2 different codes to no avail. Seems like the europeans got the short end of the stick for this recall