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.

[jerry94577]

I am very disappointed in Fitbit. I also went through two ionics. December 2021 it failed with a hot battery when support told me to let it cool off and try to charge it again. 
trying to get any traction on support of recall is impossible as I disposed of the ionics after they said the battery failed and all that could be done was a discount code for a Sense. 
it’s my opinion they were aware of a potential recall and thus asked all to dispose of the device. I am not happy and when the sense fails will look at other options and leave my support of Fitbit behind.

[DeanSem]

That’s if the refund registration even works! I’ve tried three times and keep getting an error message when verifying my account. Chatted online and called been three days now still no resolve. 

[Incuchris]

So what about those that cannot return theirs because they recycled or threw them away? I was told forever ago (nearly 2 years to the date) there was nothing that could be done but be offered a discount code because my device was out of the warranty period? What should I do now? I've already registered for the prepaid Mastercard.

Update: think it's great that Fitbit finally acknowledged that the ionic was a complete mess, but I've already recycled my device. Two years ago, almost to the date, I was told there's nothing that can be done for me but be offered a discount on a new device because it was out of the warranty period, so I threw mine away!

I've already registered for the prepaid Mastercard.

Moderator Edit: Merged posts

[aliali99]

Its £168 for the sense in the uk with the discount, plus 5 free straps and the 1 year premium. Free delivery. My sense arrived within 2 days but the straps are all on backorder, will be delivered for free as they become in stock.

Update: I had error messages as well. Mine eventually worked when I switched to using a laptop rather than an ipad to verify my account.

Moderator Edit: Merged Posts

[ES1983]

My ionic will not reconnect to my account so that it can be “disabled” for refund. What do I do next?

[peggyp34]

On the website it says we will receive $299.00 USD

[Lea_Gia]

Did customer service say they wouldn't give a refund if we didn't hold on to our defective devices? Seems like they would have the registered #s... that's how they sent me the recall email in the first place. 

[Tontor]

I bought a Fitbit sense last year. I cycled for 75 minutes 26km and heart rate didn't go over 90bpm and average in the 80s , calories under 300 . As there was a record from Ionic fitbit help checked it out and said return  it. I did and went back to Ionic. Now appears from what I've read is nothing has changed in 12 months 

[gtazy]

Can anyone tell me how long after raising a case with fitbit did you get a personal email reply? If you did, did it resolve your case?

I cancelled my sense order (UK) as advised by fitbit because I hadn't added strap etc but was told the promo code would "reactivate" after 72 hours but 9 days later its still not working.

I know it's a one use code and happy with that, but they told me I could cancel and I could go back in and reorder. Wouldn't have canceled if I had known this!

So I have made no purchase, have no fitbit on my account and seriously considering moving on....

I know their busy with many many cases but the "chat" agents and Facebook messenger staff are useless. Why not use them to actually action these issues. All they do is say "we hear you" and "keep at eye on your inbox" or "we will reply ASAP"

It's doing my head in!!!

[T_L]

I've had a refund value for my watch & I see that I have to wait up to 6 weeks for this to happen. That's fine as I realise there's a fair few refunds to get through but how is the refund going to be done ? 

Cheers & apologies if there's an obvious answer to this question 🤦🏻‍:male_sign:

[Kellyld77]

Depends which you applied for as refund, here in U.K. had option of PayPal or Mastercard, I was told on phone last night that here anyway would probably be a Mastercard that’s emailed to you 

[Aljj]

Tried to order a black fitbit sense to replace my Ionic using the discount scheme but they say there is no stock. If you go on the main website there is stock but they won't match the discount. How ridiculous is that!

[BL86]

Hi Liliya

Hoping you can help me here. 

I have recently been contacted by my fitbit retailer and also fitbit itself to advise that i am. Eligible for a ionic refund. 

I had significant issues with my ionic battery(as noted through this thread) resulting in a warranty replacement being initiated. 

I ended up getting a discount on a sense as the ionic was no longer available. 

Im now told im eligible for a refund on the initial ionic.

I tried to process this however at the battery failed, i can't sync the device.

Can you please help me access this refund. I can forward on receipt if needed. Brendan 

[Incuchris]

Yep. They told me I had to have the device in possession... Unreal. 2 years ago they told me there was nothing they could do for me but offer a discount since it was out of the warranty period, so I tossed mine. @FitbitCommunity  how is this fair?

[SunsetRunner]

Access Code received, however it doesn't work.

Now I have to contact FitBit Support.

Not off to a very good start FitBit.

Ho hum...

[Aljj]

After initially being really helpful and contactable it now says the fitbit support via email is no longer available!

[Deoge]

So far Fitbit has not helped at all here in the form they send you to chat or phone and phone don’t answer and chat just leave and also don’t get the sence it is garbage I’ve had for 2 days and nothing works right. So I will never buy Fitbit again and it’s sad I have had them since Fitbit started.

[Aljj]

Yep I have just gone round and round in circles for about an hour. with the chat. No resolving of issues and no will.

More like not fit for purpose than fitbit.

[KYLECOURT]

Purchased Ionic in 2018.  

Regarding Fitbit return policy - - Not pleased with being without my watch for up to 7+ weeks before a refund is received or putting out $ for replacement prior to receiving rebate.  I paid for this watch once, shouldn't have to bear the burden of being without it for such a period as a result of your manufacturing defect.  The burden should be on Fitbit, not the customer.  Reverse the policy and I'll send you my watch upon receipt of the replacement or a gift card!!  I can send you my receipt from 2018.

Moderator Edit: Formatting

[Mustafa1]

2 days worth of Live Chat with Fitbit about my Ionic Recall and I'm getting no where, they reached out to me because they knew I had an Ionic but still wanted me to have it in my possession. Who keeps a non functioning product that's out of warranty? My watch died late last year. While charging it started to get warm so I took it off the charger and it was dead. Waited till Christmas to see what sales came up for a new watch, I got a Sense and my wife a Charge 2 on sale nearly 500 bucks worth. If iI can't get anywhere with this recall this will be the last Fitbit purchase I make. Not a good way to keep repeat customers HAPPY!