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.

[IceyBaby96]

@randywestman Just keep trying - I had a similar issue when I first signed up for the recall.. They told me to clear all my cookies, try a different browser ETC. I eventually got it to work just took a few tries every 30m - 1hr

[IceyBaby96]

@Khaled-TN Crazy! Can you change it so it sends you an e-mail instead?

[SunsetRunner]

Sending it back for the refund/discount on another device, free year of premium. I’m surprised other countries aren’t getting the same deal… unless I’m wrong.

[lastrohm]

I received the same e-mail this afternoon!

[randywestman]

Thanks, I will try that.

[SunsetRunner]

I had my Fitbit Force recalled and to be honest I didn’t miss a beat and my replacement (Fitbit Surge) was delivered and I didn’t have to send my Force back. This recall the company wants you to be without a Fitbit for the time it takes to ship, the time it takes to get your refund and the time it takes to get your new device if that’s the direction you are going in. I’m not sure if this is due to the new owners, the fact that Fitbit is publicly traded now or what but the fact that a company doesn’t see an issue with its customers going that long without their product shows to me they are out of touch. I bought a Charge 5 while I wait for my refund to see if I want to upgrade to something else, just to be clear you will NOT get the 6 months of premium free if you already used the pandemic trial even though the box says “new and returning premium users”. I talked to customer service and they said I would have to open a new account and lose my data. I’m not going to and now I doubt I’m going to use my refund to purchase a new device and stick with the Charge 5 until it’s recalled or breaks. I’ve been with Fitbit and have fought getting an Apple Watch but this recall is leaving a bad taste in my mouth. Just my 2 cents…

As they say “Rant over”

[t.parker]

@SunsetRunner I got the discount code, too. Email doesn't mention the year of premium but I believe it's just part of the deal. I won't know as I'm not planning using it. The only difference is that i didn't have to send the device back.

[t.parker]

@SunsetRunner I think it's a matter of law. Look at the scale of the whole operation. It's Fitbit paying for sending devices back and Fitbit will have to pay the costs of disposing all the units that users will send back. I think the US law may require Fitbit to make sure no device is kept by the US users after recall hence such requirement. Otherwise, cost-wise it is better for Fitbit to pay refund and ask users to dispose the devices.

[SunsetRunner]

So my post just gets put in with all of the other responses to the recall and hidden in all reality. Again, out of touch…

[SunsetRunner]

It’s a good point you bring up @t.parker but I still think the time without a device is crazy. 

[Khaled-TN]

you can refer to this :

https://help.fitbit.com/articles/en_US/Help_article/2197.htm

" Two factor authentication helps protect your Fitbit account. Every time
you log into your Fitbit account, you sign in with 2 pieces of information:
your password (something you know) and a verification code sent to your
phone (something you have). "

[Ammars27]

Hi, I am getting same messages. Fitbit sort this out as I can not be without a watch for 6 weeks. Send a refund ASAP so can buy new watch and a discount code pls. Also many have had all their history wiped clean I hope that don’t happen 

[Rene69]

I cant finish the registration process because the reference code cant be found. And its surely the code that was sent by mail. Any suggestions?

[jpater]

So here is my store on this whole process

• March 8, 2022
  • Found out about recall in the AM
  • Applied right away for the refund in the USA and choice Mastercard
  • Got the refund reference number email
  • Used the discount activation link to log into my account and along with the reference # and was able to activate the discount
  • Quickly got the second email with the discount codes on it.
  • Figured out which Fitbit I wanted.
  • Went onto the discount site and order it.
  • On the conform order screen the wrong band was listed so I cancelled the order
  • Received email confirming order was cancelled
  • Went back into reorder in the discount store but was not allowed access as the discount code had already been used
  • Contacted order support via chat and was told that I could not get another code and was simply out of luck
  • Called support via phone and was told another access code would be emailed the next day
• 3/9  Did not receive the new access code via email
• 3/20 Contacted phone support again and was told 2nd email would be sent 3/22 via email
• 3/22  Did not receive the new access code via email
• 3/19 The return kit came in the afternoon and was boxed up and dropped off at the UPS store ON 3/20
• 3/22 1:47pm Ionic received Plainfield Indiana
• 3/23 Can't reach order support

Moderator edit: all-caps

[pizzacheeks]

Just so you know your Fitbit device might be wiped but everything you have synced to the app will not go away so that means the only thing you might lose is any data between the last sync and the wipe.  Also, people should read the FAQ before commenting here so as not to worry others about this.  here is what the site says
What happens to my Fitbit data if I consent to disabling syncing for my device?

Your Fitbit data remains associated with your Fitbit account. After we disable device syncing, new data from your device will no longer sync to your account. If you want to delete your Fitbit account, see How do I delete my Fitbit account?

[Deoge]

Just to let everyone know that I got an email today saying that my clam was approved and should have the refund within 10 days and today is 3 weeks since I mailed my ionic to them and 11 days since they said they got it.

[dvpatel]

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@pizzacheeks wrote:

Ok here is the update you have been waiting for.  As you can see they have processed the return and verified I had an affected device.  So within 10 days, I will get my refund.  I had chosen Paypal so I will get a credit applied to my PayPal Balance.  Since I bought my new Fitbit with Paypal Credit and I have yet to need to start paying it off then I will be able to do so with my refund.  That means nothing came out of pocket for me.   So people, as you can see a refund, will come to you. FYI I am from the USA so your process may be a little different if you are from another country.

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Thank you very much for this. My return was "delivered" today and shows DOCK as proof of delivery. I have hope. I will now wait it out for the email like the one you got.

[dvpatel]

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@pizzacheeks wrote:

And that is 3 weeks from tomorrow when they got my returned device.  So it is in the time frame

---

So, basically they took about a week after getting the watch to send you the email. With the insane volumes and I being more than a week behind you, I will give it a couple weeks to get the email and then a couple more weeks to get the $$ via PayPal I am assuming.

[NormT]

@TomDuke @That is very good news! I went ahead and ordered a Fitbit Sense which has been shipped and according to FedEx will arrive Friday with the free 2 day shipping. The free extra band is back ordered and due to arrive in mid April. I guess if we are patient everything will work out.

[Nonameuserr]

Anybody else having the same issue. 

I have filled the registration form and got the reference number. 

When I verify the amount using the reference number, keep getting the message Reference code not found. Been 7 hours. Registered 3 forms and all see having same issue.