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.

[Rianza]

I'm able to look in the store, but NOT in the special area for the 40% off and free bands...  🤔

[TammyLynn_17]

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@Rianza wrote:

I'm able to look in the store, but NOT in the special area for the 40% off and free bands...  🤔

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@Rianza The discount store is connected to your Fitbit account. Go to your Fitbit account Dashboard -> Store -> Exclusives -> Ionic Upgrade

Here are some screenshots: 

[PaulAvo]

They say it is a virtual browser, I believe you can use it at a cash point

[Novarmen]

Were your option only Paypal? I just registered as consumer specially for this. Right now, after over 4 hours, I still cannot verify in step 2 with the reference #.

[PaulAvo]

Choose PayPal if you have an account, The credit card.they send; I believe
is a virtual card to be cashed at an ABM/ATM cash machine

[Scottsaiyan]

I don't have a clue buddy it says one time only so I won't be going in the
shop to look just incase ...concidering how bad there customer service is
to get any answers !

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It said on mine the options was debit master card and something else ..so I think I'm getting a bank transfer when they eventually email me asking for my details bevaus i have nothing else linked with them and I don't have a paypal

[crisestevez]

Have they refund you £250?

I would like to know the refund

Thank you

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How much is the refund in euros or dolars?

I am in spain

Thank you

[Rianza]

That's very helpful TammyLynn, thank you, I'll try to access there, from my dashboard 🤗

[TammyLynn_17]

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@crisestevez wrote:

How much is the refund in euros or dolars?

I am in spain

Thank you

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@crisestevez As far as I'm aware, it's the same refund for everyone. $299 USD. 

[Peach]

Received the following email:

"It's a pleasure chatting with you concerning the 1-year Premium trial that you missed adding to your order.

We regret to inform you that there's no option to have this included when the order has already been placed. It's imperative to purchase all device, accessory, and service offers in the same transaction since the code(s) work 1 time and expire at 90 days."

So whilst I'm grateful to receive a replacement for my Ionic, I'm upset at this response.  Many people have lost out because Fitbit's website made things confusing.  I've been a Fitbit customer since 2013, buying multiple devices for my family over the years.  I feel I deserved more than a copy & paste response.  I still don't know where the strap I ordered is.

[OllieCrafoord]

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@Peach wrote:

Received the following email:

"It's a pleasure chatting with you concerning the 1-year Premium trial that you missed adding to your order.

We regret to inform you that there's no option to have this included when the order has already been placed. It's imperative to purchase all device, accessory, and service offers in the same transaction since the code(s) work 1 time and expire at 90 days."

So whilst I'm grateful to receive a replacement for my Ionic, I'm upset at this response.  Many people have lost out because Fitbit's website made things confusing.  I've been a Fitbit customer since 2013, buying multiple devices for my family over the years.  I feel I deserved more than a copy & paste response.  I still don't know where the strap I ordered is.

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I, too, missed out on this discount for the premium service. Pretty annoyed about it too, lol.

[Robbie77]

@TammyLynn_17  think the discount store is only availible after you recive the email after you dissconect your ionic
I am still waiting for the email and can not see the ionic upgrade when I enter the store..
And I have still not seen any discount mail from fitbit..

[Rianza]

There isn't an 'Exclusives' tab on my dashboard, so no Ionic Upgrade either......very odd  🤔 

I've added items in the basket, but no discounts are visible.

[KoentjeB1980]

Same problem here...

[crisestevez]

Thanks a lot!

[Scottsaiyan]

The refund is 237 or something like that and no I only just applied 3 days
ago

s.hamilton

[beeson76]

And what makes it horribly irritating is that they can see you used the discount when making your huge order (for us we purchased 5 devices at the 40% off--and he saw it) when they ask for the Order confirmation number.  And they can EASILY within seconds add the free premium to your account.  They just do not want to do it.  That is pretty much what the Support guy told me.  He can add the free year but I have to let the "Recall Center" do it because they are dealing with it.  How much you wanna bet that there isn't even a "Recall Center".  They were just so belligerent about everything.  Sure puts a bad taste in your mouth over these cheap tactics.  I have never messed with such a "cheap" (as in tactics and support) company before in my life

. 

[Rianza]

Fibit presume we're all computer wizards on here......this whole process is fraught with the danger of missing out on what is rightfully ours, all on the press of a computer key..... it's pathetic.... 

I'm 70 years old for goodness sake, this should be a far simpler process, we're all frightened to press the wrong key!!🙄

[RadicalLifter]

With this badly programmed shop and that they did hide the free premium membership behind the 9,99 €/$ option, I can only it's on purpose. And as you mentioned, they could easily add it afterwards. They just don't want to.

I hope I don't regret my choice of the sense when I read all the flaws it has. 

[VMMage]

Like many other people, I had trouble getting my access codes for the 40% discount store, but eventually got it resolved by following suggestions here (and using Firefox instead of Seamonkey as my browser).

I placed my order today for two Charge 5 devices (one for myself, one for my spouse), Deep Sea sport bands (large and small) and one Fitbit Premium. As has already been noted, to get a free small sport band you have to shift to a different color, then go back, and the price will change to free (a little ordering game to play). I was a little disappointed that I could not get a free blue hook'n'loop band, just another part of the ordering game.

I registered my Ionic refund request on March 4, and my Ionic was disabled and removed from my Fitbit account within minutes. I tried to add it back to the Fitbit app on my phone, but it would not work -- until I tried again on March 8. Now I can continue to use my Ionic until the box arrives to return the device (yes, I'm in the United States). While others have reported getting UPS delivery notifications for the return kit, so far I have seen nothing.