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.

[Jimkenn]

They don’t need your Bank details, it’s a virtual MasterCard they send you

Sent from my iPad

[TomDuke]

@BD232 - As the instructions that you should have received with the return kit state, they just want the device.  No accessories, bands, chargers, etc.  This question has come up in this thread multiple times as well.  Good luck.

Make sure you copy the label on the box and if possible get a receipt from the UPS store.  A few of us here have had UPS lose their Ionic enroute to Sedgwick.

[Aljj]

Yes I had the same issue and got nowhere with customer service

[TomDuke]

They say 3-6 weeks and the way this is going I'd expect closer to 6 weeks, but I'm a glass half empty kind of guy. 

[BD232]

I appreciate the response. I'm going between common sense and reading the instructions as literal as possible.

Common sense says put the Ionic only in the box. But the read it literal and wait for someone to disqualify your claim side would be the fact that the instructions never reference a band -- it references chargers and accessories (which, again, common sense would classify a band as) but shows a photo of the device with the band on it.

I just didn't want to get to this step, then 6 weeks later get told I never received a refund because my package was submitted incomplete lol.

And the first thing I did was take photos of the labels of the package I received and those on the kit to be sent in (and I'll also get the receipt from the UPS dropoff, as well).

Again, the whole doing things literally so as to make sure I can't be deemed at fault for something in all of this versus just utilizing common sense kills me, but I'm used to jumping through these type of hoops.

[Easywind]

I am hoping for an answer to this question as well ASAP. I am awaiting my refund and have my code to get 40% off. I have 3 items in my cart ready to go, 1) Sense, 2) the free 1 year premium membership for Ionic recall and 3) the free band. But I want to make sure I also get the 6 months free premium membership that comes with the Sense for a total of 18 months before I make a purchase.

[SunsetRunner]

So does it include free premium even if you’ve had premium (free during the pandemic)? I’m going to buy a Charge 5 perhaps but wanted to know if premium was included. Everything I’m seeing says new members only.

[DjjGray]

That's odd, I just ordered the Carbon / Graphite Stainless Steel Sense with the discount. I'm in Canada so not sure why it's not being offered where you are.

-------------

I'm the same, posted a little while ago and keep getting msgs that has nothing to do with my post

[Easywind]

ieki, i called and was told that the 6 month is from either google or apple and after one year is when to activate it. i am still unclear if that 6 month free will be viewable within our account to visible see it is there. I would like to know and see it in my account that it is there ready to be activated after a year. 

Can you see the 6 month anywhere in your fitbit app on phone, or in account on the website in your account? Or when your watch arrived was there a piece of paper with a code to activate it on google or apple stores?

[gww2000]

So I originally bought the Ionic because:

1. It could work with my PC didn't need a smartwatch

2. I could download my own music files to it (no second party music apps needed)

Then the basic features that all smartwatches fitness devices came next. I have to ask myself does fitbit actually want to provide me with what I want or are they trying to tell me what I should have and just shut up and like it? Why do the newer versions of the watch loose more features and become more proprietary in what I use it with and require subscriptions for full functionality? Personally I think I may continue using the device until it burns my hand off or permanently stop using fitbit devices. I'm just one of the normally silent majority that walks away from companies like this oh well.

[Easywind]

Wait, i read this now within the Sense watch about the 6 months free "Must activate membership within 60-days of device activation".

So, basically I guess the 6 months free with the Sense is totally lost because it will run concurrent with the 1 year free that comes with the Ionic recall.

If you buy the Versa 3, you get the year free, and there is no 6 months to lose.

[Khaled-TN]

I was traing for more than 8 days but I have the same problem ... interminable blue fitbit logo ....

[RobPo]

I'm in the UK, just checked again and if I change region to Canada its avaialble just not in the UK. I've been out and bought one today as I don't want to wait. Only a touch more expensive.

[gtazy]

@TammyLynn_17

Thanks for the suggestion. I haven't tried my code for a few days now as a kind person on here gave me their code and i ordered myreplacement.

Annoyingly they didn't have the black one!! (Sense). Every time I went to it the black option vanished. It was there for a few seconds then gone. It's still there in the main store. Ended up with the grey one.

Got my straps and membership. I see now how I missed the straps etc. They don't have a continental shopping button so it's hard to get backnto browsing  once you have added the first item. It's madness. Took me a while to figure out I had to push "back" on the browser to add more items.

@RobPo 

I had this issue.  Even though the black one is in the normal store,  it's not in discount store.  Ended up with the grey one.  Oddly I ordered the black one first time round but cancelled it.

My second time ( using a kind person here's surplus code) it  was gone.....

Moderator Edit: Merged Posts

[TammyLynn_17]

@SunsetRunner Yes, you still get a year free if you choose it at the time of ordering a new fitbit through the special store with discounts. You may have to come out of your current premium account first though, from my understanding. Good Luck! Also good luck finding this reply, as the mods are quick to merge these questions with the huge recall thread pinned at the top and everything gets lost in the soup. 

[VMMage]

BD232, it's true that the pictures on the instruction sheet show the Ionic with the stock band, but I'm pretty sure that's just because those two photos were already available, it saved Fitbit from having to spend some effort to create a picture of just the Ionic without a band attached.

On the other hand, there's plenty of space in the battery bag and return box for the Ionic with a band attached, so if you feel better sending back yours with the band attached, go for it.

[Tommyn]

I read that it takes 5_days for me to get the return packing. Only thing is that it's been 15 days and have seen nothing. I have my confirmation but never saw anything.

Moderator edit: format

[Nannyjoan]

Hi, I was on holidays when I received the notification of the Ionic Recall.  I turned off my Ionic and went through the check-ins.  I am now waiting for the refund information so I can order a new Fitbit.  I am also wanting to get on with this as I will resume training as of tomorrow 23rd March and won't have a Fitbit to use.

Has anyone had a refund yet? What are the suggestions to upgrade from the Ionic.  I accept that the refund will go towards an update but now looking for alternatives as to what to get.

Regards,

Joan

Update: I received the two offers re PayPal and Mastercard but nothing has come through yet.

Regards,

Joan

Update: I have not received any notifications regarding return of my faulty Ionic.

I have filled out all the steps but didn't get this one.

Would that suggest you are further along the "refund" line than I am?

Regards,

Joan

Update: I didn't receive an email that asked me to return my Fitbit. Hmm  More time wasted.  I was on holidays when I received the first and 2nd emails but nothing past the code to browse the store.  As I wasn't in a position to 1. Browse the store properly 2. Make a decision on replacement as I didn't know what the refund would be - I left the site for when I returned home.

Now that I am home and entered the code I cannot "browse the store" again as it is now invalid.  Grrr.

Come on Fitbit - make life easier for us please.

Regards,

Joan

Update: I haven't received a "return kit" or a notification that I am to return the Ionic at all.  I did stop using it and now I just wait, and wait and wait.

Regards,

Joan

Moderator Edit: Merged posts

[Tontor]

@Nannyjoanit take 6 weeks for refund.  

On good side I received my Fitbit Sense today. It's doing upgrade as I write this. (I'm from Australia)

Update: Refund doesn't go towards new fitbit. You payout for new fitbit 40% discount.  Refund comes about six weeks later after you follow instructions. 

Moderator Edit: Merged posts

[Mentor6508]

Hello Joan,

I don't think anyone has received their refund yet, 3--6 weeks from
completing registration, is what Fitbit are saying. Registered mine on 3rd
March, no refund yet, I went for the PayPal option. Good luck

Nigel

Update: Only people in US need to return their watches

Moderator Edit: Merged posts