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.

[VMMage]

LLFUNWalking, your experience and mine are similar.  The good news for me is that my call to support did result in Fitbit kicking Sedgwick and my Ionic return box is on it's way to me.  If your support calls/chats have not resulted in a notification email from UPS that you are getting a box from

SEDGWICK-ES, I'd say try again.  My case got kicked up to second level support, I suspect you'll need the same.  Still no email from Fitbit Support, but as long as the return box arrives, I don't need it.

[peculiarunicorn]

Just got my packets to return my devices today. Definitely took more than the 5 days listed in the confirmation email I got for anyone wondering where their packets are. My question is: I have an Ionic with a personal band on it (can’t find the original band) - will I still get the refund? I’m assuming so, since the device is what really matters here, not the accessories, but wanted to make sure. Thank you!

Moderator edit: format

[TomDuke]

@peculiarunicorn - You should have received an instruction sheet in your return kit along with the battery bag and the self addressed UPS labeled shipping box.  The first paragraph of the instructions state that you are only to ship the device (Ionic) and not any accessories, chargers, etc. which in my interpretation includes any bands.  I'm sure your refund will not be impacted in any way, at least I hope so because I sent all three of mine back without the bands.  Good luck. 

[peculiarunicorn]

That’s a fantastic point! I just reread and that’s very clear! Thank you for pointing that out! I feel much better!

[RedDeviluk]

Has anyone in the UK yet managed to find out how much it refund will be? It's now almost two weeks later and I still have nothing to show for my disabled watch.

[mattuk82]

I keep processing refund for the two Fitbit iconics I have-  but click the verify account button and keeps saying we’ll pass info on, but error 404.  Been trying for a while and driving me mad- anyone know who/how you contact them to get processed?

[TomDuke]

@RedDeviluk - I'm in the US so don't know what the refund amount is in Pounds sterling but if you scroll back through the 113 pages of this thread other UK users have posted what the correct amount is.  Yeah, it's a lot but it's been mentioned it more than once so you don't have to go back all the way through.

[RedDeviluk]

Thanks for that @TomDuke .

I was one of the original posters on here, but have dropped off for a few weeks, scrolling back now too see if there's anything definitive posted from the UK point of view.

Thanks again

[Scottwah]

100 failures out of 1700000 , I love my ionic and will take my chances! 

there is more chance of getting run down by a bus driven by Elvis…. 

[harris360]

i can understand. the ionic is still the most appealing watch for me. do not like sense or versa. hopefully we will get an ionic 2.

[TomDuke]

For US users only; there has been some angst expressed by some Ionic owners wondering how Sedwick will know that the Ionic they are returning for the refund belongs to them absent any paperwork included in the return kit.  I expressed my theory that there was an 8-character alphanumeric code on the labels.  I returned three Ionics and the UPS labels all had the same code on them, different from the tracking number. Looking again at the copies of the labels that I made I now believe I was incorrect and those codes are for UPS destination routing.  My belief now is that they are using the tracking number and it's linked to your registration.  So, if you are worried about getting credit for your return I'd suggest the following:

1.) Make a copy of the pre-paid UPS shipping label on the return kit box.

2.) Drop the return kit at a UPS store where you can get a receipt showing your tracking number.

3.) There's nothing stopping you from slapping a return address label on the box if that makes you feel better but I'd refrain from putting anything else in the box.  They have thousands of these things coming in from all over the country and putting extra stuff in the boxes is only going to slow down their process.

4.)You can use the tracking number to watch the progress of your return online and once it's been delivered you should be good and can prove that you sent your device in if the refund is not forthcoming in the 3-6 week window.

Two of my three Ionics have been delivered and the third is supposed to be delivered today (but I'm betting tomorrow given the time) and I shipped them all the same day last Thursday, 10 March.  Good luck all.

[TomDuke]

@harris360 - Like you I really liked the style of the Ionic and wasn't thrilled with the other Fitbits.  The Sense and Versa are nearly the same and too much like an Apple Watch for me.  That said I wound up getting the Sense and so far it's been a good experience and it is definitely growing on me.  I like the square shaped case; I also use a 42mm Samsung Galaxy watch and a Garmin Vivoactive 3 which have round cases and both work well, the Samsung being the better of the two.  I wouldn't hold my breath for an Ionic 2 but who knows.

[shoulders]

In the UK fitbit are hiding the Sense Carbon/Graphite Stainless Steel on the upgrade store so we have to buy less popular stock. You can buy it from the normal store for full price right now so the stock is there. I would not even mind if I could order now and had to wait for the stock to come in.

The watch that is closest to the Fitbit Ionic is not available, I feel scammed now my Ionic watch has been disabled.

The Reps on the end of the phone do NOT care at all. They are just there to tell you they cannot do anything.

I though this recall was a good thing but the process has been nothing but trouble.

[Zakkoholic]

I'm having the same problem and get a 404 error page when I click the button in the mail I've received after completing step 1 of the registration process.

How can I continue the registration process and verify my account ?

[cassiedelvina]

Hi

I already started my refund process and my Fitbit Sense is on the way, bought using the 40% discount that fitbit provided. But I haven't received any update about the money refund which I choose Visa debit card.

Anyone here already got their refund? How long does it usually take. 

[NikNik09]

I’m having the exact same issue - on talking to Fitbit support they keep suggesting try a different browser and clear cache, which I’ve done multiple times… so following this hoping to find a solution. 

[Tommy1967]

Same here 😞

[TomDuke]

@cassiedelvina - If you take a moment to read the info on the Fitbit Ionic recall web page ( https://help.fitbit.com/en_US/ionic.htm) it states "3-6 weeks".  Considering that the recall was announced on the 1st or 2d of March it's probably too early for anyone to have received a refund.

  US users have to physically return their Ionic to get the refund so that takes time.  I'm surprised that overseas users who do not have to ship the Ionic back that they aren't getting their money faster.  I'm sure when those happy refund recipients have their cash some will share the good news here. 

[Df118]

email to say nothing had to guess from the title that something has happened, PayPal provided it said 3 to 6 weeks before payment.

nothing has happened or any email notification given.

where is the refund ? 

[crosby87]

Yep I have a impacted fitbit,  which you guyz emailed me about the problem with the Ionic,  and then I register 20 times and every single time I get to the verify/log in page man it just stops........ 

And then we are told to charge the now not going Ionic ( in my case anyways) and try to resync to my account and bugger me it won't charge up no matter how much you clean and wipe the contacts it just won't charge,   so then you cannot sync the watch to your account to verify and get your refund.

I just don't get it,  If we are sent an email saying we noticed you have a Ionic which we are recalling,   why is it that we have to register to get a refund. 

You already know that we have one from our Dashboard so please just refund us without all the drama your creating for everyone as well as yourselves.