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.

[JayKeo]

Hi Snowpenny,

JB Hifi, they sent me a text with the following link: https://support.jbhifi.com.au/hc/en-au/articles/4517555387535

As I mentioned, I called them and they said I could bring the device down with receipt for a full refund of what I paid.

[VMMage]

The Ionic only needs to be sent back if you are in the United States.  Everyone else is supposed to safely dispose their Ionics locally.

[Rhino.1234]

Same here!

Hi I am also in Australia. I'm pretty sure we don't have to send the device back, were meant to just disable syncing and wait for the refund. I could be wrong but from what I gather I think this is the case. 

[Malimal]

why do US residents have to return the device? Mine was sitting around for years and just threw it away a couple months ago?

Moderator Edit: Wordchoice

[DivineThinker]

Suraky, when I was completing the info to order the packing for me to mail my Ionic - I saw it listed that if you have more than one ionic, you have to go through the same procedure as the first one in order to get the second refund. 

[DivineThinker]

For those that were asking - If you have an inactive Ionic, you can still get a refund. This was posted on the the Fitbit FAQ:

I have an Ionic I no longer use, can I get the refund?

Yes. Ionic users, including inactive users, are eligible for a refund. For further information on how to receive a refund, visit our . After starting the refund process, you’ll also receive information on how to access a special discount on select Fitbit devices, bands, and services, if available in your region, for a limited time.

[TomDuke]

@Malimal - The reason why is because this is a safety recall. There is a problem with the Ionic battery and the potential that the user could get burned. So in order to mitigate the risk, Fitbit has offered a refund and a discount on a different device as an incentive for you to return it. The goal is to get your Ionic off the street as it were. Overseas users would not be able to ship their device back because of battery restrictions on air carriers. In the US you can send it back by UPS ground.

You have already self-recalled by throwing your device away a few months ago, so you are no longer at risk, and thus Fitbit probably does not owe you anything at this point. You are not the first person to ask this question.

Many years ago I purchased a very expensive Swiss watch by a famous brand that I will not name. Based on their marketing, I was expecting it to have a three to five year warranty at least given how it is supposedly used by world explorers and adventurers and should be expected to last a long time. To my surprise, the warranty was only for one year. Three years later the main spring broke and I had to have it repaired at my own expense. Disappointed, I wound up selling the watch to an estate jeweler and because of what it was I was able to get back most of what I paid for it. My point is that this is only a $300 watch and really should be considered a disposable item, it has a battery that cannot be replaced and it is not going to last forever. Fitbit does not offer a lifetime warranty on this product, so if you got some use out of it and it later failed you still probably got your money's worth. If you're not satisfied with the brand, there's certainly other companies that make comparable items. Good luck!

[Malimal]

Not a good answer you don't know if it stopped working because of the
battery.

And if it was out of warranty it wouldn't have been replaced.



--
Jamali

[Malimal]

@TomDuke @Unfortunately your logic doesn't work out. If the point is to get them off the streets then they should have worked out a way for everyone to send in their device. Batteries can be shipped overseas. What time are you living in? But I digress on to the next.

[DivineThinker]

I’m sorry I posted and keep getting messages without knowing what my original post is. However, I am somewhat confused from reading some dialogue that has transpired between you and another gentleman. I am not sure if you were seeking clarification regarding the Ionic being recalled whether it was out of warranty or there were no issues with it Re: battery. Basically, as long as you have a Fitbit Ionic in your possession, you can get a full refund of $299. Hope this helps. 🐵

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There’s a FAQ for the recall and phone numbers are listed there. I saw a number to contact Fitbit for people in Australia and many other countries.

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If you have proof, try and contact them. Let them know you disposed of it and see. Ya never know.

Moderator edit: format

[colinsvjacob]

Hello - A request for Ionic Recall was placed on March 02 and verified on March 03. I was told that I would get a Discount Code along with the URL from where I can purchase a new device by 14 March and I have already called Fitbit support as well as Ionic Recall support at least half a dozen times but unfortunately, no resolution yet. I have been told at least a couple of times that my case has been escalated and will be addressed "soon". Can someone please help on priority?

[techbob1]

I believe they mean they will send you some kind of cash debit card from Mastercard

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Did you actually get to chat with a real person?

---

Maybe a moderator can help: I received two kits and one of them did not have the “Battery Bag”.

I have called several times for a week and no one can tell me the status of sending me this bag.

---

My wife and I both had Ionics. 

we received our return kits, but one kit did not have the “Battery Bag”.

I have been calling now for over a week to get expedited shipment of this bag, and email confirmation of this issue

Moderator edit: format

[colinsvjacob]

Chat, call, email... even beg and cry but to no avail.

[BD232]

Are we supposed to send the band?

March 6 - filled out the form / received the immediate email with a reference #

March 16 - contacted Fitbit CS via chat since I had t heard anything to make sure I wasn't supposed to have done anything else since the email said a package would arrive in 5 business days

March 18 - package arrived via UPS

Timeline is just to help anyone else who may have had a similar situation for reference. The return kit instructions state not to include any accessories or charging equipment, but the photo shows the Ionic with a band on it.

Has anyone else sent it in with the band? Just the Ionic itself (which is what makes the most sense)? I don't have the factory band on it currently and don't want to waste time looking for it, but also don't want to have my case be thrown out over something as trivial as me not including that in the package being shipped back (since obviously I have no use for it and have plenty of charging cables I'd happily send back, too lol).

I'd obviously love an official answer from Fitbit on this, but figured I'd start in here for a quicker response since I'll drop this off with UPS on Monday.

[suzyc72]

I keep getting told exactly the same thing, my case has been escalated as I am unable to even verify my refund request!! Told I will be contacted asap via email….. waiting over two weeks now and still heard nothing. 

[colinsvjacob]

I was told not to send the device but to discard it as per the country/state electronic waste disposal regulations.

[RobPo]

I recieved a discount code, I like the look of the Sense but for some reason the  Carbon / Graphite Stainless Steel is not available with the discount, although it is the same price as the other colors.  Also no "double discount" on the Sense even though most retailers are selling it between £189.00 - £199.00. The discount if applied on the orginial amount £279.00. A little dissapointing.

Trying to raise a complaint has been frustrating to far.

[Deoge]

Still no sign of refund have not heard anything been almost 3 weeks wensday 

[Mojnewman]

this may have been asked already but I finally got the refund process to stage 2 with not a lot of help form Fitbit support…. But I have requested the refund to go back onto my card as I don’t really use PayPal but they didn’t ask for any bank details? Now I’ve received a email saying I’ll get my refund in the next 3-6weeks. So at what point or where do I put my bank details. (Side note maybe it’s just me but this process seems to shambolic at each stage and very hard to get a refund. It is complications on top of complications) 

[Deoge]

It’s a prepaid master card