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.

[Hanna1971]

My ionic has been shut down. I bought a sence and 4 stripes. Everything went very smoothly. Now I'm waiting for my money back now.

Moderator edit: format

[manjarun]

I have the exact same question. @Fitbit please advice. Thanks in advance!

[Paulbaz]

Has anyone received the refund for their Ionic yet ?

[DeeK11]

No

[SunsetRunner]

@Paulbaz not yet.  Considering I did the registration for refund on the 6th March I'm not expecting anything till the 17th of April.  It would be good to get it earlier but I doubt it will happen when you consider past performance.  I'll be glad when it's over really then I can just go and buy a half decent watch.

[Cherryfan]

As we are now in week 3 of the recall has anyone received their refund either via MC or PayPal 

just wondering how well they are doing processing the refunds 

[FlagFlyer]

Update after my fourth chat with Fitbit. They can confirm that they received my order, and that it hasn't gone out. 

Julius A.: I have coordinated with our team and I can confirm that the shipping label was created but the status is still in pending as shows on the tracking number.
Julius A.: We really have to investigate this issue together with our team and we will reach back to you via email.
Julius A.: We don't have any time frame yet but this issue should be taken care of.

They charged my credit card on 3/16. If you can't explain what happened, or give a date when it will be fixed, but you took someone's money, it seems like this begins to verge on fraud, frankly. 

[DM58]

No refund yet. I have zero doubt they will wait the entire 6 weeks

[KiwiDes]

Nah, stay with Fitbit, they are just swamped with the size of this recall.  It will get better, and a 40% discount is not to be sneezed at.  In my humble opinion

[FlagFlyer]

Fifth conversation with them. They advise it's been escalated and I just need to wait for someone to contact me. Which I've been waiting for this entire week. I had to prove to the person that the charge to my card had posted and was not pending. This is the second (and last) recall I'll go through with Fitbit. This is ridiculous. 

[Nunupop]

Still no refund and I applied at start of March it’s frustrating because I’m waiting for refund before I can buy a replacement. I understand that this must be a massive task for them but they are not sending anything out to you physically it’s all through emails. I’m in the U.K. 

[SunsetRunner]

They didn’t send me that, I got an account verification follow up saying thanks for registering for a refund !

i’m now 3 weeks in after registering and my ionic STILL connects to my account! 

[Henkt]

My Ionic is disabled for two weeks now, but I have not received anything and the support employes, tell all kind of things which I should do: like go to https://myhelp.fitbit.com/s/devicediscount?language=nl_NL. In which I can make a registration, but my Ionic is disabled, so it doesnot recognice my registration. I fear this is gonne take a lot of time and anger to get my code

[duck_puddle]

When I registered my ionic, I got an email saying I was eligible for 5 devices, 5 bands and a year of premium through the discount store.  There is not a word in that communication that says it could change at any time for any reason.  

As of today, the sale offer on the website says only 1 band,  Plus the addition of language that Fitbit can go ahead and change it whenever they want.  

Will Fitbit honor the original offer?  

[Robbie77]

got this email from fibit today:
Hi Robert, 

Thanks for your patience. We're doing the best we can to find a solution. We apologize for the delay, it is due to the high volume of contacts. As a side note, we think you deserve the best service possible, your case is still checking with our team. Once we have the solution, we will contact you via email as well. 

Our Fitbit family loves to assist our members in the best way we can. If you have any additional questions about your Fitbit device or services, visit help.fitbit.com


Sincerely,

Stephy M. and the Fitbit Team

Dont know if I should be happy fitbit team takes the time to send me an email.. or if I should be angry they still can not provide me an acces code for the discount shop 2w5d since they shut down my ionic.

As i said before I really loved my ionic, but byed another brand now if I will ever get the promo code my son can have a Watch..

[GoceR]

Its been 3+ weeks since I applied and never got the email. My Ionic is disabled.

Is there anyone willing to help me resolve this?

[Kellyld77]

@duck_puddle @Should anyone read the q+a they did it clearly states in there they reserve the right to modify the terms of the

 

offer at any time

[VictorE]

Has anyone who has received their Fitbit(s) from the discount store also received their Premium membership? I got my Sense a few days ago, but I'm not sure how I'll "see" the Premium membership. I don't see it in my order's receipt, was I supposed to add it when I checked out?

[dvpatel]

---

@VictorE wrote:

Has anyone who has received their Fitbit(s) from the discount store also received their Premium membership? I got my Sense a few days ago, but I'm not sure how I'll "see" the Premium membership. I don't see it in my order's receipt, was I supposed to add it when I checked out?

---

Yes. You were supposed to add it and it should/would have added with zero price. Someone else was able to back in and get it. You might want to try to use your discount store code and see if you can get in.

[VictorE]

Thanks for the reply, @dvpatel I already submitted and received my replacement device. It's my fault for not paying attention.