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.

[NormT]

@dsdl On Twitter I was told to go to ups.com/claims by someone at UPS. You need to file the claim as a third party. UPS will open an investigation and then should issue a claim with Sedgwick. Mine I discovered after calling had been delivered but UPS is unaware of it. You can call the Fitbit Ionic Hotline to confirm delivery. I posted the number back several pages and @TomDuke has also posted it. They are very, very helpful. Good luck.

[Yeah-right]

I went through the paperwork to reserve the refund, but had a big problem I don’t have PayPal and no jbhifi in my town??

but then it got worse to get a refund I have to give up my privacy, and all my data, since google has got its claws into Fitbit, your life has become something that can be sold. If I replace my Fitbit I will be finding something that cares about my privacy, and dose not on sell my life. 
so I’m going to keep using my ionic until it dies.

[TomDuke]

@NormT - I ordered two FB Sense devices and the two free bands for each on 2 March and still have a band on back order but the other items have arrived. 

[Tontor]

@Ammars27 

Fitbit should send discount code.

No refund for six weeks so out of pocket until refund 

Data is kept as I have all my history.

Down side is my new fitbit sense Data different to ionic. Example is calorie burn bike ride less than half. Heart rate stays lowish where ionic went up a lot during  exercise. 

So I have no idea what one is correct. 

[IceyBaby96]

@Rene69 they do tell you to wait a bit for the code to register in their system. Try again if you haven't.

[KiwiDes]

Hi I bought my new Sense on line with the 40% discount.  It started its shipping journey from Mainland China then to Hong Kong to Singapore to NZ.  Tracked its journey with the DHL tracking tool.  It turned up 2 days before it’s longest estimate.  Still waiting on the returning US$299.  Nothing heard about that process so far.  I think I asked for the JBHiFi credit voucher, but now I would prefer the MasterCard.  No way of knowing how that is progressing but we have just passed week 3 of potentially 6 weeks.  Sad I can’t store my music on the Sense, and it doesn’t have voice cues….oh well…the Apple Watch was just too expensive.  Went walking today with Ionic in my pocket listening to my music via 

head phones and Sense on my wrist.  That went well.  

[Septprip]

Hi @Danicathea, Did you remove the device from your account or did Fitbit?

Fitbit will do the removal, not sure if the process will continue if you did it your selv.

Best regards
Pär

[Septprip]

Thanks from your answer @TomDuke. You are right about the 5 devices, but when I ordered  the replacement I made it 1 to 1 insted of using 1 promocode for all my devices. So me and my wife got ours and that we had a spare mostly used but the kids, and they only used it to track activity. Didn't see that as a problem got get a second access code to the discount store, but it was. I think It would be so easy for them to see my issue and seeing  that I have ordered only 2 devices with straps. One for each account and ionic. I could have ordered 10 devices with straps with the discount codes I already got but I only like to have 1 more device for the last one Fitbit disabled. I really think the should have mentioned in their material that you only get one discount code per account. 

So instead of a really happy customer, Fitbit now have one regretting not moving somewhere else ...

Best regard

Pär

[RistinK]

Was excited to purchase my replacement today, but was disappointed that the accessory band and Premium Membership showed up as full price vs free as Discount Email outlined.  I have contacted customer service who escalated it.  I opted NOT to purchase, giving Fitbit the opportunity to resolve the code issue.  Per the email all accessories/Membership were to be purchased at same time as new tracker so didn't want to either miss my chance to redeem nor get stuck paying full price.......  How many others had issues?  Or did I miss a step?

[VictorE]

I ordered my Sense while waiting for my refund. Received it today and setting it up. My band is back ordered until May. 

[CCYEUNG]

I allowed the Fitbit system to disable my ionic last Thursday, but I did not receive any confirmation email from the Fitbit system up to the point. Feeling bad. Anyone can help?

[Yeah-right]

I seen that like no music but the battery life went down as well,I use to get 11days out of the ionic now 3years on. its down to 8days that’s why I didn’t go with apple, 2days max.
Love the silent alarm, and it works well. Unlike some of the other new fitbits
And selling out to google that’s a backwards move.

Sent from my iPad

[SunsetRunner]

I find it amazing how people believe that their data, their info will be be used, sold or compromised in a way that could be harmful to them.

Might as well finish your form and claim the refund. The information they want from you, fitbit already has.  The option that threw me was the card details bit to recieve an e-credit card with the refund details, I thought it was asking for my bank/card account details!

I've opted for PayPal but if I didn't have paypal I would've got the e-credit card.

Literally nothing to lose.

Moderator edit: word choice

[PAG57]

Your recall process is a disaster and, as a company, I think you're committing commercial suicide.  I have been a loyal customer for over 4 years and, because your recall process is so slow and unreliable, I am about to buy an Apple watch instead.  I registered for gthe recall over 10 days ago and still havent received your email telling me how to get the refund and the discount on a new fitbit, even though I've spoken to 3 different people on the support line about this.  None of them could help at all and they all sounded totally embarassed about the whole recall process.  Such a huge shame for what was a great product!!!!!

[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.

[Hagedorn]

Hi, I've contacted support by phone, and also chat and the last thing I was told was, the proper department would reach out to me but it may take some time as they are busy. My return Ionic package is missing from the Plainfield IN UPS facility. There's been no movement in 10+ days. Can you help? Thanks. Peter

[Septprip]

I totaly agree, the cost for Fitbit must be huge! Here in Sweden we where asked to dispose it by hand it over for recycling. So I guess laws in at least some states in the us are very strict.

For both me and my wife it took like 30 minutes until the first code work. Then it took a few hours for my first device before it was removed from my account and the discount code. It happened during night, so maybe in a few hours. The second one took less then 2 hours since I did accept that Fitbit could delete it from my account late afternoon and sync stopped before I managed to complete my workout 

But then I got my Sence the day after in the morning, I I only missed one night of logging …

Moderator Edit: Merged posts

[PAG57]

Hi MarreFitbit,  I successfully registered for the recall over 10 days ago and I am still waiting for your email telling me how to get the refund and discount even though I've spoken to 3 different people on the support line about this.  Can you tell me why this is; why can't this email be sent immediately and automatically?  Many thanks for your help!  Peter

[CCYEUNG]

Sir, you are so lucky. I waited around seven days, but the watch is still showing in my Fitbit account. 

[Nonameuserr]

Did you get verification email or watch is still active in your account as of now? I have the same issue and Fitbit support have no idea what's happening.