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.

[FlagFlyer]

I received notification on 3/15 that my Ionic replacement order was ready to ship. I have a FedEx number and everything. It has not moved. FedEx says they're still waiting on Fitbit to tender the package to them. I've been through three rounds of live chats with Fitbit (3/21, 3/22, 3/23), with promises of escalation, and even been given a case number, but no one has contacted me as was promised. It's not a great look. 

[IceyBaby96]

Out of curiousity - did you get the e-mail from segdwick that have the "verify account" ?

[MDJVT]

I returned my Fitbit Ionic due to the safety recall, and mailed it in the return packaging that was provided by Fitbit. UPS gave me the tracking information, and I watched closely to make sure the package made it to it's destination. On 3/16 it said it was "out for delivery", but then the next day it was listed as "in transit" with no delivery date available. After waiting 5 days I filed a claim with UPS and they confirmed that the package containing my watch was lost, and they told me they would share the loss with the shipper (Fitbit). Coincidentally, the exact same thing happened to my friend.

Has anyone else's return been lost by UPS? I contacted Fitbit customer service, and they told me that an outside contractor was handling the returns. They told me I should receive an email from the contractor at a future date, but I have not received anything yet. I am losing hope that I will receive my $299.00.

[Shabzk18]

While my return still says delay at Plainfield, IN..I just received this email..

We received and processed your return and verified your device is one of the impacted devices. We’ll process your refund within the next 10 business days and send it to you by the method you selected during registration.

[IceyBaby96]

I feel like I had pretty smooth sailing compared to most - I loved my Ionic and I am really sad to see it go.

I'm in Canada - All my verifications went through fairly smoothly - I rec'd the account verification e-mail advising what I'd get back (having the adidas edition a bit more than the reg Ionic) and I got my discount codes all within the day I got notified the Ionic was being recalled. 

Today I'm at 3 weeks exact (confirmation came in 03/02/2022) - I don't expect to see it right away but I'll update as soon as I do 🙂 

Looking forward to having a fitbit again soon - jogging season is on it's way. 

[Septprip]

@TomDuke ... Did you have your 3 Ionics registred to the same account and if so did you get discount code for all of them?

Best regards

Pär from Sweden

[Khaled-TN]

I received the email asking to do the account verification procedure with a
16-digits reference number

by clicking on the link I'am redirected to the account verification
procedure
then I received a verification sms on my phone but all ends there..
there is an endless web page with the fitbit logo which is clinioting and
refreshing..
I redid the procedure more than 20 times over a whole week but I always get
stuck on this step

[bienpaez]

How long do I need to wait for my refund for my ionic 

[t.parker]

@bienpaez  The email I received said 3-6 weeks (at least in the UK)

[IceyBaby96]

@bienpaez  You should have received an e-mail telling you how long 

[TomDuke]

@Septprip - Of the three Ionics, one was registered on my account and had been used up until it died, the second one I was actively using at the time of the recall, and the third was brand new and never used or even turned on I had as a backup.  I had to register each one individually and got three separate email acknowledgements and three individual return kits (applies to US owners only).  However, to answer your specific question; No, just one access/discount code.  There's really no need for them to send you more than one it appears that the most they'll allow anyone to order on the Fitbit Ionic Recall webstore is up to 5 devices (Sense, Versa 3, Charge 5) at 40% off, free extra band for each new device ordered, and 1 years FB Premium subscription.  The discount code relates to free expedited shipping, the prices on the devices are already marked 40% off in the web store.  

[IceyBaby96]

@Khaled-TN - You get a text? Mine came right to my e-mail. DO you have the option to have it sent via e-mail?

[bienpaez]

K I’ll check it I didn’t see it there

[TomDuke]

@bienpaez - What, you don't want to read through 129 pages of this thread for your answer.  3-6 weeks is the time projected for refunds to be issued as has been stated here multiple times.  You may want to check out this web page from Fitbit and the FAQ's as it provides answers to 50% of the questions here or more.  Good luck.

https://help.fitbit.com/en_US/ionic.htm

[t.parker]

Why did you have to send your device back? In the email I received, after deactivating my old Ionic it said to recycle the device:

"We encourage you to recycle your Fitbit device in accordance with local requirements. Before recycling your device, we recommend that you erase or factory reset it to protect your personal information."

It makes no sense to send back the device that nobody will be ever able to sync. Unless, you were not able to prove you own one (it may be probably an issue with totally bricked units?). I'm just curious.

[MDJVT]

In the United States, we are required to return our Ionic. From reading other comments, it seems that users from other countries were instructed to deactivate their device.

[bienpaez]

Yup 3 to 6 weeks here In Canada thanks guys 🙏🙏

[t.parker]

@MDJVT I didn't know that. Sending device back makes probably sense if the device doesn't start anymore. That was my concern as my Ionic spent last 3 years dead in the boot of my car and I didn't even have a charger so bought one quickly on Amazon so I could try start it up, sync with my account and deactivate. Luckily, it did wake up and despite of broken screen I managed to deactivate it. In the UK, I didn't see an option to send the device back. Just deactivate and destroy (recycle).

[randywestman]

So the "Recall Store" promo code I was sent says it's already been used or expired (I got that message yesterday, the day I had registered for the recall).  Last night on the chat the agent suggested I try another web browser.  I did that today but it still gave me the same message.  What should I try to do now?

[Khaled-TN]

@ IceyBaby96

yes I received a code by short message on my phone.
I presume because about 6 months ago fitbit proposed
to reinforce account security by registering personal phone number

that could be used in identification