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.

[gtazy]

I hope this isn't the case as I had ordered this in UK but cancelled and awaiting my code to reactivate. Was hoping to select this one if I ever get someone from the cases team to reply!!!

[Kellyld77]

I’m assuming that the debit card option can be used at other places other than Fitbit, I chose that option but wish I’d chosen PayPal now as already have another Fitbit 

[CHEX1213]

How long did it take to receive the reply email from fitbit after you finished the form online?

[Northeastlady]

@Jemma_H my promo code didn’t work either. In the end just ordered without it, took my Sense 6 days to arrive. The extra band came a week later. Premium started automatically, pleased with the Sense. Although don’t think I would have changed my Ionic because I was happy with it. I like having the GPS built in which the Sense has.

Hope you get yours soon, I’m in the UK.

[theeldis]

10th day since my watch stopped syncing, and I'm still waiting for any kind of confirmation email that my refund request is on record.

Yesterday I tried to talk to Fitbit 'support' on twitter, and it's the most hillarious and misleading 'support' chat I've ever had about anything. I was genuinely shocked by how out of reasoning their suggestions were.

I informed them that my region/country is not officially supported by Fitbit, meaning no access to store or customer support call center, and yet I was redirected to general support page with phone numbers of supported regions multiple times.

Also, I was asked for reference number, although I clearly stated that upon account verification and refund request I didn't get any email that I could read any number from.

The person that was chatting with me didn't have understanding of mostly anything I was telling, and I was getting some 'machine response' general answers like I was talking to chat bot.

I mean I will push this to the very end no matter how much effort and time it will take.

They were fast enough to cripple my watch in the first hour of refund request, but apparently don't care enough to send me any kind of feedback, or to show any effort to resolve my issue.

[Kop786]

14 days and counting...

[Wonderland007]

Is there anyone who know if theres a maximum number of trackers you can refund? 

[TomDuke]

Good question.  I sent in three.  You can only get up to five new Fitbits with the 40% discount they are offering but I haven't seen anything about how many can be exchanged for the refund.  I'm sure you have read through this already.

https://help.fitbit.com/en_US/ionic.htm

[Wonderland007]

As a coach for a soccer team i bought 16 ionics.

When trying to get refund for number 16, I’ve got a message that I can refund maximum 5 trackers. 
I guess I must create a new profile for the last one.

[Renard99]

@Kop786 I've just been talking to support and told them it's 14 days since the 'within 7 days' notification and they told me the process has been so overwhelmed that the new advice is the watch will be disconnected 'within 4 weeks'.

Also, for those interested, I explained that I have a second Ionic that I can't claim for yet as the first one hasn't been disconnected by Fitbit as advised and I was told the process for claiming is open for 8 to 12 weeks....... which is not exactly helpful as it's either one or the other... 8 or 12 but at least we have a ball park figure.

[Kellyld77]

Having DM’d them via Twitter I have been told that you cannot get premium as a stand alone item even if you already own another fitbit and that you have to buy another device to get premium. I would of used the premium on my other fitbit and would of been a good gesture to those who don’t need to buy a new fitbit 

 

[77Cindy77]

Hi,  

on the third of March I already filled in all the info for the recall. But still no e-mail with a discount code or further information about the next steps. When will I hear something? Still have no watch, and I need one 

[Kellyld77]

I had to use the second email and renter the code again on the page on link, it then took me up the next steps and a email with code to the store and discount code arrived. 

This whole process is just really frustrating . When I connected my ionic back up to the app I had no choice but to take out a 90 day free trial as didn’t have the option not to, have already cancelled the subscription but as I’m on a free trial which you can’t cancel then I’m stuck till June 2nd. Rang support who said I’ll have to wait until June 2nd which means to take advantage of any of the offers I’ve got couple more months to wait. And health coaching isn’t available anymore either 

Moderator Edit: Merged posts

[SunsetRunner]

You don’t need your credit card details, you will receive a pre loaded Mastercard with the refund money 

You can use it anywhere that accepts it 

Moderator Edit: Merged Posts

[Katycoco]

We are getting the same error message, did u manage to fix it. 

[Kdwyman]

I did the refund process for my Ionic, got the verification email then found that you can only enter the Ionic discount store once!  I did this and found that nothing was discounted 40%, some were listed as being "on sale" for less discount.  Whats with this? kinda ridiculous?  At moment, I'll be surprised if I actually get a refund when I send my ionic back.....

[Katycoco]

Hi, he have started registration. Step 1, we have received an email to verify the account, but when I click on the link I get a 404 error on the fitbit page. Is anyone else's getting the same problem. Thanks in advance. 

[Beeenz]

Thank you for your quick reply. Still not clear though. 

I’m in New Zealand. Buying online from our JB HiFi, (which is one of two options I got during the recall), would be my best option. 

If I purchase online from the fitbit online store do you give me the credit for my ionic to pay for it?  If you do, is it sent within NZ or is it an international transaction?

Thank you

Katrina 

[Kop786]

Thanks @Renard99 - I did try to get through to them earlier today via their online chat but didn’t have much luck. 

[NeilB1]

Has anyone bought the Fitbit Sense in the UK with this 40% recall offer?

They are on sale in the Fitbit website for £199.99 (40% off), do we get 40% off the sale price or the rrp price?

If it is the rrp price then the only real benefit is £30 off, an extra strap and 1 year premium. They are £188.20 on Amazon.