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.

[Sylviq]

"Fitbit customer service just convinced me to move on, to check the market... try to find somewhere where customer service exist

I used Fitbit since 2016, sometimes was better, sometimes worst as almost after every single software update my tracker get terrible hungover and been too depressed to sync and I needed to do hard reset... But i like my Ionic, after battery life start get shorter I even thought about buying the same new one and I have seen recall message

I completed recall procedure, that mean my Ionic is not sync anymore with my phone, I wanted buy Fitbit Sense which is on offer with Fitbit subscription but I cannot as my current subscription is still valid for next 2 months

I even cancel subscription in app settings and try to buy again on different device as advised by adviser from chat

I was told after tried everything what consultant advised that I need to wait 2 months till my subscription will expire and buy my new watch then... They cannot do anything

If I need new watch now(!) it will have to be without annual subscription,

they are system administrator they should be able to adjust/request amendment my subscription, so why it's not possible?

I would prefer to know this before I let kill(deactivate) my Ionic which was working fine, I would wait with this procedure few weeks as my watch was in perfect condition, I just get new straps, I even had screen protector for it and watch was working good and look good

[Deoge]

I got the sence don’t get it. If I had to do over it would be the charge 5

[Peach]

Has anyone that had bands removed from their order received them?  Mine never showed up.  Fitbit either don't care or don't know what to do.  I have no faith my refund will arrive either.

[Khaled-TN]

 the verification can not be performed..

I was trying for more than 10 days... but i get the same interminable grey screen with fitbit refreshing logo... Who is in the same situation ?

[TomDuke]

@Peach - I ordered two Sense watches and a 'free' band or each.  I promptly received both devices but only one of the two free bands that I selected. A quick check of the Fitbit website showed that the band that was missing was "out of stock" so I presume it will be sent later, that's what some others have reported here as well.  I'm pretty sure it will show up eventually.  I printed out everything so can show that I did order the band when I accessed the discount web store if it comes down to that.  I'm certain with this recall the demand is overwhelming.  Hang in there.

[GoceR]

It's been 2 weeks since I applied for a refund.I never received an email confirming that. Fitbit support asks me to provide some kind of a reference number to them. They claim I have received an email containing it, but I have not Checked spam/junk, nothing.

Now I have no tracker and no funds for more than 2 weeks. I need my tracker for my training.

If I knew the refund procedure is so complicated I would've never applied for that refund. Now I have no tracker and no funds.

Moderator Edit: Formatting

[Nannyjoan]

This is the information taken off the Harvey Norman website on- for the
Versa 3.
I must apologize. I was looking at both the Versa 3 and the Sense. I gave
the price for the Versa 3.
Thank you for picking this up as I didn't mean to mislead you.
Regards,
Joan

[guard]

3 weeks after registering my ionic, still no code to purchase a replacement

repeated chat conversations with operatives no help at all.  

[Septprip]

I also ordered extra bands that was not in the first shipment, but I have received mail yesterday saying that they are on the way to me now.

I totaly agree! They are very clear about the time frame for refund. But I do think they could have made it a little bit easier finish the process, and O as many other thing that they should have hade a grace period before shutting down sync to allow anyone tha actually ordered directly to get their new device. The use of the device would be at your own risk but still a few more day would probably not be that mush of a difference.
I do think the should have put somewhere that you could only have one discount/promocode per account. That would have made me add more to my order, now I am stuck paying full price for my 3 device..
To be clear, I have Not received any money. But I do not expect that to happened in another 3-4 weeks so I will sitt still and wait.
But I did receive my replacement, I used my Promocode I was able to get the sense at a good price. I had my new Fitbit watch in just 3 day.
But I hade one more device that I “disabled” but for that device I was not entitled to a discount since I have already received a discount/promocode for my account. I do NOT think that is ok! If I knew this I would have created a dummy account or ordered the second device at the same time as my first device! This part is being handled badly for me! But I have not given up yet … but no high hopes …
Pär in Sweden

Moderator Edit: Formatting, merged comments.

[Kellyld77]

@Septprip just wanted to check as you’d said you’d received refunds for your 3 ionics 

[KiwiDes]

Hi, I have recently bought a discounted Sense to replace my Ionic after the recall.  But disappointingly my Sense does not store my music files, unless I go to Deezer etc.  I have just charged my Ionic and it plays my MP3 music to my headphones.  Will I be at risk If I carry my Ionic without wearing it to listen to my music, using my FB Sense  to track my exercises?  I think the issue with the Ionic is the possibility of getting wrist burns, but if only carried in a pocket, I should still be safe from burns.  Comment please, regards Des 

[Septprip]

No my misstake, if I wrote that I got the refund. The process has been started and I have received my replacement device. I am working on getting a promo code for a second device … Not working great ☹

/Pär

[Meldanen]

Hey all,

So a few months ago my fitbit overheated and its battery stopped working. Because of that, I disconnected it from my account. Now apparently to send it back for the recall, I have to have it connected even though that's not possible.

Is anyone else in a similar situation?

Thanks,
Alex

[djdavidp]

Just to let those in the UK know. If you haven't already disposed of your ionic you should be able to get a £5 voucher at currys just for handing it in for recycling (same for any other electrical item). I know i am going to do that.

[ShaunOR]

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@djdavidp wrote:

Just to let those in the UK know. If you haven't already disposed of your ionic you should be able to get a £5 voucher at currys just for handing it in for recycling (same for any other electrical item). I know i am going to do that.

---

Thanks for letting us know. I'm in the UK too, so it's good to know that recycling the Ionic at Currys is an option.

[CrocoCam]

I confirmed to stop using my Fitbit Ionic a

week ago, and have gone a week without a tracker. And still no code for 40% reduced prize on new purchase and no refund via PayPal. (Only option)
I find this to be very poor customer service and it is very annoying to have to wait and not know when or if it will come. 

How long did it take for you to get the refund payment and the 40% off next purchase? 

[Danicathea]

I have tried doing my recall, and chatted with someone regarding it that emailed customer support. When support got back to me they said I was missing a step. I don't know if I am missing something I did the registration on the site verified my account, removed the ionic from my account as I am no longer using it. Is there something else I am supposed to do? I just want my discount code, I can wait for the refund. I just want to order my new tracker.

Moderator edit: word choice

[Ozgun]

Heyy Ionic users,

         I was worried about my refund process because they never asked my refund preferences.

However here I saw a lot of people made their choices at first step of their process. So I thought, Fitbit system or I made a mistake and I will never get my refund.

    After a live chat with Fitbit I am relieved. And I want to share this with you so I can help someone else.

   I know basically they said be patient and wait. Everybody heard this before, it is not a new thing.

But don’t miss this part “Process will be different depands on where you live.” I think this is really important. You can have different experiences so don’t be upset about this.

                    Fitbit Live Chat Transcript

03:33:08     System:      Thanks for waiting. Please provide as many details as you can so we can get you back on track.

03:33:40     Özgün (.:      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 20 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.

                            I want to know what is my refund process last status? And why isn't it progressing? Is there anyone here authorized to check that?                           

                              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. Besides it is not a free call. So can you help me from here without sharing call center numbers with me.

                            You are my only and last option. PLEASE HELP.

                            Other customers have started to talk when will they get their refund/money. Because it's been 3 weeks. And they are completely right. But I am still waiting for a confirmation email.

                            Is it normal?            

                            My email address; ...........@hotmail.com

03:36:20     Agent: C….:      Thanks for letting me know the details. Moreover, I'll be glad to assist you with your Fitbit Ionic Refund status,

03:36:36     Özgün (.:      Thanks

03:37:05     Agent: C….:      You’ll get your refund in 3-6 weeks after you do the registration, which is roundly from 21 to 42 days.

03:37:09     Agent: C….:    In the following days, you'll receive a form to complete it, if you prefer to receive the refund on your debit card, since it has free investment to use it where you want to.

03:37:39     Agent: C….:      We’re working to process your refund as quickly as possible but, due to high demand, it may take a bit longer than usual. We apologize for the delay and thank you for your patience.

03:38:41     Özgün (.:      It means you will send me an email and you will ask my refund preferences. Like paypal, master card etc.

03:38:59     Özgün (.:      Am I right?

03:40:14     Agent: C….:      Yes! That's correct.

03:42:03     Özgün (.:      Ohh my God. Thank you for your clear answers. No one explaine like this before.

03:42:43     Özgün (.:      I can't thank you enough.

03:42:50     Agent: C….:      I really appreciate your time, patience and understanding today. And it's a good thing that you contacted us about this.

03:42:54     Agent: C….:      As a side note, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.

03:43:09     Agent: C….:      While I still have you, is there anything else I can help you with? I'd be happy to assist further.

03:43:42     Özgün (.:      Thank you for your services. Have a great day

03:43:48     Agent: C….:      You're always welcome and should you need more information, please feel free to check our help site at https://help.fitbit.com/ as well. It's been really a pleasure chatting with you and thank you for contacting Fitbit.

03:43:50     Agent: C….:      Stay safe and healthy! If you would like to end the chat, please click or tap the "End Chat" button. Thank you for contacting Fitbit! Have a nice day.

03:44:09     System:      The chat is ended.

03:44:09     System:      Özgün (. left the chat.

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@Danicathea wrote:

I have tried doing my recall, and chatted with someone regarding it that emailed customer support. When support got back to me they said I was missing a step. I don't know if I am missing something I did the registration on the site verified my account, removed the ionic from my account as I am no longer using it. Is there something else I am supposed to do?

---

@Danicathea Believe me they give different answers all the time. Don't worry.  If you try couple of times you can finally find a nice and smart customer service representative.  

[Visual97]

I will be receiving my 2nd Sedgwick return box which I registered for over 2 weeks ago.  I got the first one probably 18 days after I'd registered.  The process is slow.  No problem here if it all works out they can have the time they requested.  I'll package up 2nd Ionic and drop both to UPS.  I'll do the same as others here and screen shot it hitting UPS tracking, then another when it's delivered.  There's still so much frustration in here on this process and honestly, if you're in the USA minus the process being slow and us being required to return the devices I've had zero issues.  I won't speak towards the experience of outside the USA as that experience even seems different per country.

[AdCom]

For any UK Ionic owners - I've just had the email advising my account is verified, that my watch is disabled (it now no longer syncs), that $299 will be in my Paypal account in 3-6 weeks and providing a link to the cheap(er) Fitbits (I haven't clicked on it yet). This is after I started the process pretty much on day one or two of the recall. So the logjam does appear to be sorting itself. HTH.

I'll miss my Ionic - I liked the Space 1999 / 2001 A Space Odyssey styling, plus it was my personal connection to Barack Obama who had one too (I wonder how his recall process went?). What'll we talk about now, should we ever meet?