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.

[TammyLynn_17]

@5adsack59 The discount is only for Fitbit. You can use your refund for a new Google Watch though. 😄 

[5adsack59]

We had no problems up here everything went well. Alot of time it's the user not waiting say the 30 min for the activation alot of times it's in the wrong folder like junk. If your having problems at a certain time try another maybe later in the evening. There is over a million people trying to do the same thing.

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[don-one]

@fitbit

I'm still waiting to hear from you on my refund, as I cannot do automated "deactivate" step as Fitbit has overheated and is broken. Registered and completed step 1 (Ref 2022030304380697) on 3 March, hours on phone (file ref 44331295) on 4 March, promised an email ????

Above is from an unanswered Twitter tweet. I bought my Fitbit from Amazon in the US in 2017 and it died on me in the UK after sparks and smoke in late 2021- have started the process as noted, there's no way I can "deactivate" it, but I do still have the piece of junk. Have already spent hours on the phone as referenced above and was promised a reply by email by the end of business Friday, still waiting........

[5adsack59]

I think if you sold it your out of luck. Imo

Get Outlook for Android

[5adsack59]

Thanks,
I'll wait

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[loelli06]

@Tammy 

Is the Promotion indipent from the refund. 

[adelav]

Hi,

During the recall process for Fitbit Ionic Recall, while verifying the account, the default location is United States, which is not correct in my case.

I have updated the Country information in my personal account, but I still see United States when trying to verify the account.

Am I doing something wrong?

Is there another place in which I should also update the location?

Thanks a lot!

[OllieCrafoord]

Try clearing your cookies in your browser and trying it again.

[loelli06]

@TammyLynn_17 

I have got the inonic sense for 180 Euro and s refund from 299 Euro i think. This is a very good Deal.

[ShaunOR]

@SunsetRunner asked...

"What if I sold my ionic device and can’t connect it with the app because of that, but received the mail as well that I am an ionic owner? Will I be eligible to get the refund? How can it be that a 2. hand Buyer get the refund instead ?"------Let's see...

Fitbit are refunding Ionic owners because there's a faulty battery. If the Ioinic you originally purchased develops that fault... it'll be the person you sold your Fitbit Ionic to! Plus the fact, you've sold the Fitbit Ionic and presumably received a money for it already. You no longer own the watch... the other person does, so it makes sense that they're entitled to the refund if they're aware of the possibility.

Moderator Edit: Formatting and word choice.

[TammyLynn_17]

@loelli06 Yes, it's two separate things, and might be different depending on which country you're in. I'm in the UK. I've been offered a refund in the amount of $299 USD which comes to about £230ish GBP for me. Coming via I'm not sure but suppose to be a prepaid Mastercard I can use anywhere that accepts Mastercard. I've also been offered access to a 40% shop and free bands for a new Fitbit. Here are some screen grabs of the shop. Discount codes are one use only. But you can buy up to 5 Fitbits and free bands and a year of their pro subscription. Good luck! 
PS.... The discount store they sent me to is in the Netherlands, I may be charged around £30 or so for import duties when it arrives. Not happy about that. 

[ShaunOR]

@TammyLynn_17 said...

"PS.... The discount store they sent me to is in the Netherlands, I may be charged around £30 or so for import duties when it arrives. Not happy about that."

----

Have Fitbit confirmed that import duties will need to be paid on the replacement watch?

I'm based in the UK and at the time of purchase, no additional import duties were mentioned. According to my tracking, my parcel is being sent from the Netherlands too... but I wasn't made aware of that at the time.

[JT666]

Last week I was informed that I had to stop using my Ionic and register for my refund.

After getting zero response I am trying very hard to find a route to complain only to be told to expect something in 3-6 weeks. And that is it!

I’m concerned that this probably will not happen and I am currently without a watch.

Does anybody else feel that this is unacceptable an having been sold faulty good a refund/replacement should be immediate?

[OllieCrafoord]

---

@TammyLynn_17 wrote:

@loelli06 Yes, it's two separate things, and might be different depending on which country you're in. I'm in the UK. I've been offered a refund in the amount of $299 USD which comes to about £230ish GBP for me. Coming via I'm not sure but suppose to be a prepaid Mastercard I can use anywhere that accepts Mastercard. I've also been offered access to a 40% shop and free bands for a new Fitbit. Here are some screen grabs of the shop. Discount codes are one use only. But you can buy up to 5 Fitbits and free bands and a year of their pro subscription. Good luck! 
PS.... The discount store they sent me to is in the Netherlands, I may be charged around £30 or so for import duties when it arrives. Not happy about that. 

---

You can change which store it is by going to the bottom of the page and choosing where you are at and then, when the page loads, go back to the top and click Exclusives and then IonicUpgrade Store. It'll take you to the correct store.

[TammyLynn_17]

---

@ShaunOR wrote:

@TammyLynn_17said...

"PS.... The discount store they sent me to is in the Netherlands, I may be charged around £30 or so for import duties when it arrives. Not happy about that."

----

Have Fitbit confirmed that import duties will need to be paid on the replacement watch?

I'm based in the UK and at the time of purchase, no additional import duties were mentioned. According to my tracking, my parcel is being sent from the Netherlands too... but I wasn't made aware of that at the time.

---

@ShaunOR Same! I wasn't told and no import duties were mentioned. But as we are no longer part of the EU we are subject to import duties from places like the Netherlands now. I knew this but didn't think about it at the time I ordered. No idea when it will arrive either, tracking stopped right after it started, hasn't moved in nearly a week. Hope you receive yours OK and with no additional charges! Good luck! 

[dawnkdenison]

Cool - I threw mine out, I was sooooo mad since I had let them know twice
about it being an issue!! Not a Fitbit fan any more after that.

Moderator Edit: Personal info removed

[TammyLynn_17]

@OllieCrafoord wrote:

---

You can change which store it is by going to the bottom of the page and choosing where you are at and then, when the page loads, go back to the top and click Exclusives and then IonicUpgrade Store. It'll take you to the correct store.

--------------------------------------

@OllieCrafoord Awww dang it, wish I'd known! Too late for me, I've already ordered. Thank you for the tip though. I'll pass it on. 

[YojanaFitbit]

Hi everyone,

Sorry for the inconvenience around the registration code, can you please try again?

[Yugen]

After struggling for days to get the account verification to work and the reference code to go through, I finally managed to get it done. I agreed to the boxes that I would stop using it and dispose of my device and agreed to the device disabling. However, once completed I didn’t/haven’t received a confirmed email and was just wondering if anyone else had? 

I just don’t feel comfortable waiting 3-6 weeks without any confirmation, the customer support is also really hard to access. The live chat doesn’t work, the phone line doesn’t work and the twitter option is really annoying.

please help!?!?

[OllieCrafoord]

---

@Yugen wrote:

After struggling for days to get the account verification to work and the reference code to go through, I finally managed to get it done. I agreed to the boxes that I would stop using it and dispose of my device and agreed to the device disabling. However, once completed I didn’t/haven’t received a confirmed email and was just wondering if anyone else had? 

I just don’t feel comfortable waiting 3-6 weeks without any confirmation, the customer support is also really hard to access. The live chat doesn’t work, the phone line doesn’t work and the twitter option is really annoying.

please help!?!?

---

Just wait. My email about the refund took three days to arrive. 🙂