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.

[ArturV]

None replied to you ! Why?

[Melissa1206]

So UK customers, if the fitbit are being dispatched from the Netherlands had anyone had import duty on it? 

Bearing in mind fitbit customer service was always a bit cut and paste generic, rather than ever actually ever giving me the info I needed  and I only use it for step count & sleep monitoring I was already a bit "meh" regarding whether my next purchase would be from them before all this.

How do we know we won't all buy new fitbits and they won't cease trading before we get refunds? 

[ArturV]

Because of customs even in EU the IONIC will not be sent. Only the refund and a 40% discount to buy a new witch

[emma-87]

Probably won't cease trading because they were bought out by Google and this is probably the start of Google's rebranding process and trying to make sure they keep users on board.

[ArturV]

Yes you are absolutely right! 😁

[ShaunOR]

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@Melissa1206 wrote:

So UK customers, if the fitbit are being dispatched from the Netherlands had anyone had import duty on it? 

Bearing in mind fitbit customer service was always a bit cut and paste generic, rather than ever actually ever giving me the info I needed  and I only use it for step count & sleep monitoring I was already a bit "meh" regarding whether my next purchase would be from them before all this.

How do we know we won't all buy new fitbits and they won't cease trading before we get refunds? 

---

I ordered my Fitbit Sense on the 5th of March and received it on the 10th March. It was also dispatched from the Netherlands via General Logistics Systems (GLS) and delivered to me via ParcelForce with a tracking number. I didn't have to pay any import duties at all. The strap came separately (also from the Netherlands) and arrived on 17th March.

Fitbit are a big company who are owned by Google and I'm sure they'll continue to stand behind their products and customers.

[MarreFitbit]

Hi everybody,

Thanks for your question about the Ionic recall.

We’re offering the discount off a range of products that offer similar features to Ionic, along with our latest improvements and new features. To learn more about the Ionic recall and how to get your refund, visit our webpage at help.fitbit.com/ionic, 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.

Thank you for your continued support and being a member of the Fitbit family.

[shoulders]

Just spoke to 'Kevin' the customer support guy and he explained too me that Fitbit have 2 stockpiles of watches, one for 'normal store' and one for the 'Ionic Upgrade Store' which explains why I cannot buy the 'Sense Carbon/Graphite Stainless Steel' version. He also said that it usually takes about 2-3 weeks to refresh the stock.

They are not blocking the sale of the this version of watch to us Ionic upgraders.

I think this is stupid how they have 2 shops when they could just of used a single coupon and the same store like everyone else in the world.

[ArturV]

They said before disconnecting my IONIC that a refund of 299 usd would be paid and gave options like credit card - Paypal or Bank account except USA. I am in Europe so I choose the 299 usd refund with PayPal. How it is possible any replacement? That is changing the warranty refund condition

[Ozgun]

@FitbitCommunity 

   Hi, I am Ozgun from Turkey.

   I want to get an information about Fitbit Ionic recall/refund process. And I have to say this is not my first attempt. Maybe I contact with Fitbit support more than 10 times at different platforms. I stopped counting it. And I don't know what should I do?

  I registered for refund on 3rd March. I haven't received any confirmation email yet. I am pretty sure my device has been disabled and removed from my account at that day. But I haven't heard anything from Fitbit side since 3rd March. Yeah, I always monitor my inbox, junk/spam folder.

   Other customers have started to talk when will they get their refund/money. Because it's been almost 3 weeks. And they are completely right.
But is it fair? I saw a lot of people who registered after than me but get confirmation mail so quickly. I am not jelous. I hope everyone get their refund as soon as possible. But I am just questioning. Why this is happening?
 As I understand because of I am living Turkey and we aren't their first priority.

   I am also a Fitbit customer. I deserve same rights and same treatment. Fitbit doesn't even offer a discount for my region. Let's say we accept this. But how about be treated differently. I believe our process should be shorter and easier than other customers who live in US or UK etc. . Because in Turkey we don't send our devices and we don't have discount option. So I don't get it. Why we should wait such a long time. They can just send a virtual master card with an email. It is not a rocket science.

  I totally understand they are so busy right now. Also they are trying to deal with 1.6 million people. I get it. But they should not discriminate between customers. This is unacceptable.

    I am thinking to contact Google next time. Because it looks like Fitbit support can't reach any information about my refund process. When I ask something to them, they are just making assumptions. This is not helpful at all.
     Also I realized if they don't have a good answers, they are automatically sharing call center numbers. But I want to ask what are they doing exatcly (live chat/twitter fitbitsupport)? Why we are calling them fitbit support? I believe they have same systems with call center. But they are just trying to get rid off us.

   What is my refund process last status? And why isn't it progressing? Is there anyone here authorized to check this? How can I learn these?
  Also I have to say, call center not an option for me because they don't have Turkish support. I can't explain myself in English. Even writing this lines I spend too much time.

   Does anyone has an idea about these ? Or does anyone has similar experiences? What should I/we do?

[Santilaps]

I'm in Brazil but when I try to do the verification my country appears as US.

I've changed the settings in the app, the website, and synced the watch, but it won't change.

How do I proceed? 

[ArturV]

I believe that they are so overflowed that nothing works well. The only reality it is that after clamming my refund in 5 minutes they switch off my IONIC  and the watch its untuneful because I can not pair it. So to switch off they are quick why not refund quickly.

Moderator Edit: Wordchoice

[ArturV]

Try again to register to claim. They will find the duplicate by your phone number

[Tontor]

@Nannyjoan  fitbit sense Harvey Norman is $448au fitbit sense is way less from fitbit online with 40% off. 

I don't know where you get same price from????

[ArturV]

I received these 2 emails from FITRBIT:

1 -  We announced a recall of Fitbit Ionic smartwatches. You’re receiving this notice because our records indicate you connected an Ionic to your Fitbit account. 2 - Reference

You successfully started the registration process through the Fitbit Ionic recall website. Save the reference number above so that we can help you more quickly. If you didn’t complete the account verification process as shown on the registration page, use the link below to return to the verification page to verify your account and disable device syncing. Verify Account

3 - When I verified account my FITBIT was already disconnected by FITBIT. Can you explain me if All is ok or just your technology failed the verification process, because I never received the confirmation email

Please note if you have multiple impacted devices you will need to repeat the registration process.

After we verify your account, you’ll receive a confirmation email from us.

Thank you for your continued support and being a member of the Fitbit family.

Moderator Edit: Personal info removed and format

[ArturV]

SPAM in the information to get more confusion on this already confused deal

[Tontor]

@ArturV  What I did was after receiving email I logged into account from Chrome  went back to email clicked link and all worked.  

[ArturV]

Hello Thanks for your comment. I just did with WhatsApp a call to FITBIT UK 

44 20 4571 8386. They just confirmed that my refund process was ok and that is late but in a few weeks the money will come.

[NormT]

@TomDuke Good news they finally received my returned kit even though UPS does not know it. I got a phone number where you can check on your return. 888-240-2819 I spoke to a Cheyenne who told me they had received it and they were processing it and it would take 4 to 6 weeks to receive the refund. Good luck.

Moderator Edit: Wordchoice.

[Septprip]

We have 3 Ionic. For 2 of them there where no problem. It was actually really smooth, in retrospect a little to smooth!

I did as requested and got the codes and ordered replacement using the promocode. As I wrote it work very well for 2 of them. The third was not connect to any account since it been used by 2 of my children to log workout. I attached it again to my account and requested and got the the confirmation mail that the Ionic has been disabled, by it turns out that this unit was not worth the promocode! You can only have one Promocode per account! I can not remember reading that anywhere! I hope I can get Fitbit to reconsider, but to have other avoid this issue I might as well put it here!