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.

[Ricomon]

I tarted the refund process the day I recieved the email. I have 2 Ionic devices, one that I'm currently wearing with no problems so far and one that had "bricked" on me 2 years ago. I prcossed a return for both and returned the defective one last week. Will I still get credit for the $299 for that one? The one I'm wearing was a warranty replacement given to me by Fitbit. I will be returning the working one once I make up my mind which device I want to get.

[Colinog]

What amazes me about the whole situation is that Fitbit can slap out a million new watches to people by post, in a matter of 2-3 days, but it takes them 3-6 WEEKS to refund customers 

Moderator Edit: Wordchoice.

[Shabzk18]

I shipped my ionic on Mar 9th via UPS and it has been showing delay at the UPS facility in Plainfield, IL since Mar 13th (says processing) with no update. Did you experience that too? Thank you

[NormT]

Call 888-240-2819 they will help you.

[ArturV]

You can apply for refund of both. However you have to have each one paired to your phone at a time. FITBIT will make your IONIOC "dead" and you can not pair again. So if you want refund for both you should pair oine at a time and fill and confirm the claim process one at a time accordingly the IONIC you are using paired

[DaveN.]

@NormT  Thank you for posting this phone number. I called 3 times (my mistakes, not theirs) as I had somehow been sent five (5) return boxes for 2 Ionics. All three representatives I spoke to were SO NICE and POLITE, putting up with me and my confusion. I finally found all 5 "reference numbers" and found that 2 have been received by Sedgewick, even though UPS is showing one officially "lost" and the other being "investigated". Again, I want to say I appreciate the representatives at Fitbit (888-240-2819) for being so courteous and professional with this 74-year old senile old fart. Thank you Kasandra, Terrell and Porscha... and thank YOU, @NormT for posting this number from which allowed me to resolve many questions I had re: shipping / receipt. Now, I can relax a bit and wait out the 3-6 weeks. 🙂

[TomDuke]

@NormT - Thanks for sharing that number and I suspect my situation is going to turn out to be the same as yours.  Just checking this morning and UPS tracking shows my return package stalled out in Plainfield, IN since 15 March with status showing "On the way: Delayed" but I bet it's been delivered.  My other two sent the same day from the same UPS store both arrived the 14th and 15th respectively.  I'll have to give them a call to verify.  To clarify, that number is for Sedgwick, correct and not UPS?  

[TomDuke]

@Shabzk18 - We're in the same boat, I sent 3 Ionics back on 10 March from the same UPS store, one arrived the 14th, another the 15th, and the third is stalled in Plainfield, IN since the 15th with no further movement showing in tracking.  @NormT has shared with you a number which I believe is for the processing company, Sedgwick and they confirmed that his "missing" package had indeed been delivered.  

[Flightmiss]

I returned my ionic and was received by you on March 16th. When will I get the $299 put in my paypal account?

[TammyLynn_17]

@Melissa1206 I worried about the import duty as well, but there were no import charges on my order from the Netherlands. I'm in Gloucestershire, took a week to arrive via Parcelforce. Good luck! 

[Rishab0606]

I got the confirmation email instantly, maybe the huge wave of customers wanting refunds caused some slowdown. 

[Buckeyeboy]

I am still waiting for my Ionic recall kit after registering on March 2, 2020.   I  have stopped using my Ionic.  I ordered a new fit bit watch, Sense.  That came right away.  Now, I still cannot send my Ionic back to claim the refund.  I have tried over 6 times to call & get this resolved.  No one can tell me what's going on.

So, I have decided to not pay the credit card company for the new watch.  I will claim a no response from Fitbit. If I cannot get my credit, then neither will you.

Moderator Edit: Wordchoice

[0hwell]

My Ionic has been delayed sitting in Plainfield, IL since March 12. Wonder what all the delay problems are?

[Fretters22]

I'm at my wit's end with it.  They've disconnected my Ionic so I can't use it, but I'm getting nowhere beyond my reference code.  The code worked once, but I've had nothing since.  No email with a refund or discount code, nothing.  So I'm fitbit-less and can't afford a replacement without the refund.  It's absolutely pathetic.

[TomDuke]

@0hwell - Do not despair.  There are a few of us who have had our Ionics get lost by UPS enroute to Sedgwick in Indianapolis according to the tracking system. One of the three I sent on 10 March is supposedly stuck in Plainfield, IN since 15 March with no further movement.  Another community member here, @NormT had his return lost too, or so he thought.  He was able to contact Sedgwick using this number, 888-240-2819, and talk to a live person who confirmed that his Ionic return had indeed been received despite what UPS tracking shows.  I'm hoping it's the same for me but I haven't called them yet.  You might want to give it a try?  Once they have it in their possession you have to wait 3-6 weeks for your refund to be processed. Good luck.

[gtazy]

@Michael1200 you have to select the annual premium package in the store whilst buying your watch.

[Michael1200]

Ok, in that case I feel a bit fooled. In the description it said "a one year premium membership is included in your watch". Why order it, if it's already included??? 

[NormT]

I believe it is Sedgwick or perhaps Fitbit. I called the number I was given for Sedgwick and spoke to a receptionist at Sedgwick and she transferred me to the number after giving it to me. The person I talked to was Cheyenne who was very nice and put me on hold twice while speaking with a supervisor. Anyway, she told me that while UPS was showing it was it was delayed it had been delivered and my refund was being processed.

Sent from my iPad 11 Pro

[LonghillGus]

Issues with ordering replacements in fitbit store.  I did not have the option to order the free premium and the system was charging me for expedited shipping.  I thought the expedited shipping was free and the option to order the premium trial would be there.  I called and they escalated my case this morning, but I haven't heard anything yet.  I was told that for many people the option to select the premium trial is not showing up.  I was told that even though they know this - it can't be added now.  It is very confusing, and the store was not easy to navigate.  I was afraid I would exit out and void my only chance to order.  I'm waiting but not hopeful that either of these will be resolved.

[dvpatel]

@TomDuke, @NormT and other US based folks.

Thank you for posting updates on your progress. I turned in my beloved Ionic (with not a mark on it as it was always in a case) today and put the straps in the package too. I hope mine does not get stalled like some of you others' have.

Wish me luck.

For the ones who got the Sense. Is the heart rate function and walk/workout function fine? I do not need any of the other frills but since the Versa 3 discount is off FULL price, I'd rather get the Sense then I suppose.