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Voluntary Safety Recall of Fitbit Ionic Smartwatches

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‎03-02-2022 06:13 - edited ‎03-02-2022 07:18

‎03-02-2022 06:13 - edited ‎03-02-2022 07:18

ionic_product.pngFitbit, 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.
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6,642 REPLIES 6,642

‎03-12-2022 02:30 - edited ‎03-12-2022 02:31

In response to bann2303

‎03-12-2022 02:30 - edited ‎03-12-2022 02:31

@bann2303 

 

My Fitbit Sense was £168.00 with the discount when purchased from Fitbit as part of the Ionic recall process in the UK. I got a free band and a free year of subscription to Fitbit Premium too. I ordered it on the 5th March and received it on the 10th March. 

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‎03-12-2022 02:31 - last edited on ‎03-13-2022 12:26 by Fitbit Moderator

In response to bann2303

‎03-12-2022 02:31 - last edited on ‎03-13-2022 12:26 by Fitbit Moderator

£168 

£168 for a sense 

 

Moderator edit: format

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‎03-12-2022 02:41

In response to Airbuster

‎03-12-2022 02:41

What are the other options? Was hoping to get a charge 5

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‎03-12-2022 03:08 - edited ‎03-12-2022 03:12

In response to Benob

‎03-12-2022 03:08 - edited ‎03-12-2022 03:12

@Benob 

 

The price for the Charge 5 is 40% off the current price at the Fitbit UK website. So, it's £102 instead of £169.99. 

 

The Fitbit Versa 3 is £120 and the Fitbit Sense is £168, each with the 40% off. 

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‎03-12-2022 03:12

‎03-12-2022 03:12

Same here (UK)! I finally found the link in my junk and since then haven't been able to get past step 3 & the eternal loading fitbit diamond once entering the reference number trying to access the discount code. So frustrating!

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‎03-12-2022 03:22

In response to sueskye

‎03-12-2022 03:22

Just spoke to someone online and they basically said they are aware the site isn't working and blame high levels of traffic and to just try later.....Great.

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‎03-12-2022 03:37

In response to sueskye

‎03-12-2022 03:37

Me too. Also here in Italy the recall procedure doesn't worh. I've tryed severamente time!!!

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‎03-12-2022 03:58

In response to Nacho-RR

‎03-12-2022 03:58

The same for me in Spain. Yesterday I call them and they told me that they know that this step is not working correctly and the only thing that we can do it's wait and try again. I've been trying since yestaday, it's frustrating! I can't use my ionic because they have delete it from my account but I can't buy a new one because the step of the discount it doesn't work!

They should do the proceess easier, they could send the disccount directly!

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‎03-12-2022 04:02

‎03-12-2022 04:02

Did my 2nd parkrun with no tracker this morning. Feel forced to get the sense now from amazon given the poor support getting the discount however ill have a look at other brands too.

 

I understand that the refunds will take time to come through but why the support to get a new device is so poor does not make sense. pun intended.

 

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‎03-12-2022 04:59

‎03-12-2022 04:59

I started this so if you get a refund for the ionic I mailed mine back on 3-5 I will post back when the refund hits my PayPal account 

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‎03-12-2022 05:05

In response to sueskye

‎03-12-2022 05:05

Worked for me just now and got the email right away. 

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‎03-12-2022 05:08

‎03-12-2022 05:08

9 days after doing the steps: no email & my ionic keeps syncing XD everything is so messy

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‎03-12-2022 05:16

In response to SunsetRunner

‎03-12-2022 05:16

@SunsetRunner  It would be useful if you described a bit more in detail on what you did (steps you did, which link were/are you using, which one of the e-mails is missing).

This way the community users who are more advanced in the process can better assist by telling what helped for them getting over this hurdle...

 

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‎03-12-2022 05:18

In response to MikeHenk

‎03-12-2022 05:18

Me too, thanks for the post, Mike - I just tried again (!!) and it worked. 

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‎03-12-2022 05:21

In response to ihw0827

‎03-12-2022 05:21

@ihw0827Some people here in the forum wrote that the access code for the discount might be reset after some time again, but I doubt that this is really the case.

It's probably really best in this case to contact customer service as I don't think there's anything you can do about it.

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‎03-12-2022 05:22

‎03-12-2022 05:22

Is any one finding it hard to get refund due to Iconic recall/Fault.

Long winded process. Now telling me wrong email address supplied. 😒

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‎03-12-2022 05:26 - edited ‎03-12-2022 05:28

In response to jgrace2008

‎03-12-2022 05:26 - edited ‎03-12-2022 05:28

Hi jgrace2008. I had the same for last two days. I kept trying, and have just been successful. It's told me to look out for an email with a code for the discount  site. But why are there a sooo many steps to register, verify , confirm, authenticate, to get a refund and discount for a faulty product. They were quick enough to deactivate my syncing ability!!!!!!!! VERY poorly organised customer service.

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‎03-12-2022 05:27 - edited ‎03-12-2022 05:38

In response to Mandefro

‎03-12-2022 05:27 - edited ‎03-12-2022 05:38

@Mandefro 

Yes, the process is buggy and full of traps...

Try to work your way through the original thread a bit and you'll find lots of helpful information from previous users who had / have the same issues...

 

It takes patience and many tries....But I finally succeeded.

 

Regarding your problem: I didn't have this issue, so I can only guess.

(may sound childish, but) From the message it sounds really like you entered a wrong e-mail address...

I'd suggest to log out (just in case to be sure no kind of automatic logon whatsoever is still stored) and then re-log on to your account on the fitbit website with that particular email to verify if it gets accepted there.

If you can enter the website with this e-mail and you can see the IONIC is there associated to your account I'd contact customer service, because then I don't think that there's something you could've done wrong...

 

P.S. If this helped, it would be great if you please left a Kudo (thumbs up) or marked as "right answer".

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‎03-12-2022 05:29 - last edited on ‎03-14-2022 06:34 by Fitbit Moderator

In response to SunsetRunner

‎03-12-2022 05:29 - last edited on ‎03-14-2022 06:34 by Fitbit Moderator

@SunsetRunner still right there with you. I've gone back to using it as my daily watch again being as they're in no hurry to disable it

 

@funkysax I'm in the same position as @fjmbuiza. We have registered for the refund and received reference codes. These codes were entered successfully at which point we're asked to stop using the watch and agree to it being disabled within 7 days. An email would be sent to confirm this. We're both now at day 9 of the 7 day window. Support have told me to just keep waiting. 

 

Moderator Edit: Merged posts

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‎03-12-2022 05:41

‎03-12-2022 05:41

I have an Ionic, but it has burned out and can not longer charge. I can't get through the refund process because I can't sync with my Fitbitapp anymore. What should I do now?

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