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.

[mab88]

Yes, the discount registration page is broken. I successfully used it about a week ago for my first ionic. But now when I try and register after deactivating my second ionic, the page locks on the animated Fitbit logo forever.

So it was working, but now it's fallen over and broken. Typical Fitbit. 

[Platysoma]

Same here, cannot get to step 4 for the discount. so close yet so far away

[Oldies]

Hello everyone,

I have done my Ionic refund registration and already have received an email for discount registration. But until now, I stuck at this page after I entered my reference code. Don’t know what’s happening. I’ve tried many times.

[Sflrunnergirl]

My Fitbit ionic will not charge even though I’ve had it plugged for hours. Thankfully it’s being recalled for safety reason so I haven’t been wearing it anyway. 

[frankydeeeeeee]

How much are we getting back from the recall? I'm in Australia

[Oldies]

How long must we wait to do it again.

I just try it last night until this morning (in Thailand) but it stuck at the diamond dot shape.

Waiting for the discount code 😭😭😭

[ihw0827]

When I used the discount code, it is been shown  has redeemed…. What can I do?

[sueskye]

Anyone else having trouble getting the discount page to load after putting in the code? The page just freezes. Does so using different devices and different browsers ao I think the problem lies with the Fitbit website.

[funkysax]

@Ngaireolley 

I am pretty sure the Fitbit support is heavily overloaded by the enquiries due to the buggy process. They actually outsourced the recall process as much as possible to another company to deal with this and thought they would be fine off by doing that and everything would just go its way.

But:

There were about 1.7 Million devices sold all over the world.

So if Fitbit contacted all of them in one go - which is likely, because they actually had to inform right away due to the severe background of the recall (see https://www.cpsc.gov/Recalls/2022/Fitbit-Recalls-Ionic-Smartwatches-Due-to-Burn-Hazard-One-Million-S...) - they are now facing questions and issues from Hundred of Thousands customers almost at the same time. No customer service in the world could handle the questions/issues in a decent time....

So now Fitbit customer service has to go after each question/complaint of the buggy process and clean up the mess where customers are stuck somewhere in between and at the same time get the corrections to the bugs out to not have even more customers complain.

My question for help was raised a week ago and still no answer - meantime I was fortunate enough to get everything sorted out myself and found some lucky times when the servers weren't overloaded and processed my needed steps to get everything done.

Browsing throught the forums was quite helpful, because there were a lot of hints by helpful people on instructing you what you need to do and how to get over the issues. However it was a lot of reading posts (to not fall into the traps of the process where you might then be facing e.g. the you can only use the discount code once and have to immediately in that step issue your purchase order !), learning from the experiences from others, and finally trying, trying, trying...

[sueskye]

Anyone else having problems getting the discount allocated after having had your Ionic de-synced? When you insert the code and submit the page, it freezes. Different browsers and different devices cough up the same disappointing result. Come on Fitbit, you need to be better than this.

[MikeHenk]

Same here, but it worked for me a week ago, so I assuming its a short term glitch.

[RonnyE]

I’m getting the same, stuck between Step 3 and 4, it just shows the fitbit loading thing but doesn’t go further then that ☹️

[Benob]

Same here after finally locating the link to the discount site in my junk folder 🙈

[Jammin48]

UPDATE: 12/3/22 9.30pm After trying all day to put my reference number in on the discount page (and have the page time out) - it has finally been accepted and I've been sent an email with the codes required. Also, I'm in Australia 😊.

Same same! I finally found the link in my junk and since then haven't been able to get past the loading fitbit diamond once entering the reference number trying to access the discount code. Tried different devices and different internet connections. No luck! Has anyone had any success with getting the discount code?

[sukichat]

Same problem. When I enter the code, it tells me to wait 90 minutes after registering to enter the code.. it's now been 3 hours and I'm getting the same message. I am in France so maybe a glitch with the international submission? I am a very loyal fitbit user but this needs to be fixed now - if it's a true recall, fitbit needs to take international users seriously too!!

[Brimson]

It's been over a week since I registered but no conformation email. I receive emails from Fitbit advertising £70 off watches through email though.
Its quicker to go to my local department store in town & buy a new Sense & hand my Ionic in to them. Frustrating!

[jgrace2008]

Fitbit moderators are doing an awesome job 🤥 Why can’t they start sharing real information, like system has crashed and we are working on it or it appears that the whole refund/discount system doesn’t work on IOS. Why can’t Fitbit put a note on the page that has crashed letting people know. Begs the question “do they even know?” Or is they just don’t care?

Moderator edit: all-caps

[bann2303]

Could you tell me how much a sense is with the discount if you’re in the UK as I’m wondering if it’s actually worth waiting while they sort out the discount code fiasco.

Thanks

[Airbuster]

Me too 🤬

[Burgeneli55]

I’m so frustrated I can’t get past stage 1 of the registration process. It says something like you don’t have an affected ionic, contact us if you think you do. However the help pages say all ionic are affected! Apparently my case is being escalated but I’ve heard nothing. I’m in the UK. It’s such a shame that this isn’t being handled promptly. I’ve had such a high opinion of Fitbit until now.