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.

[AmandaJL]

In 2019 my Ionic overheated and the battery connection melted. I spoke with live chat support and was given a discount for a new watch and told to safely dispose of the ionic. Now 3 years later there's a recall. 

I registered but can't verify my account because I no longer have the watch and even if I did it can't be charged to be synced. 

I live chatted enquiring about not having the watch and registering was told I would receive an email in 48 hours with the next step, 5 days later nothing. Spoke to support and was told again I'd receive an email, 3 days later and still nothing.

There's designated line for the recall for almost every country except Canada. What's my next step?

[Kellyld77]

@Frenchie757 I don’t think anyone has received their refund yet 

[Frenchie757]

Ahhh I see chic, thanks for clarifying that X

[Tazman4GOD]

I cancelled my free 90 day trial, which I was offered before I got the Ionic recall. Now that I registered for the recall and went to get new watches It wont let me add any free 1 year premium memberships to any watches until after the free trial ends even though I cancelled the premium, So because I need to start sending my data to my doctor I cant order the new watches for 90 days basically I have wait until May-24-22  to get my new watches and premium. I guess I will continue to use my IONIC fitbit until that time and hope that I still get my refund because I wont be able to send it yet. Yes I've called and contacted customer support but they both said I have to wait for the current premium to cancel to get the promotion. 

[livinginanut]

Has everyone received their discount email? I understand that the refund is taking a while but I'm thinking 3 weeks with zero communication and no discount email is absolute rubbish. I registered right away on the Friday and have heard nothing, despite the info saying "email could take up to 30mins". And I don't even mind buying a replacement before getting the refund but I'm not going to buy without a discount! 

[RistinK]

Yes, I received my email after registering for my Ionic for return.  Now I don't remember if the email came before or after my Ionic return package, or if it was after I mailed my Ionic back......  but struggling with the code working for free products promised.....

[Jimkenn]

You can buy from Fitbit through Amazon for the same price as the discount in Uk £189 plus you get the choice of all models.!!

Sent from my iPad

[mab88]

I paid £250 for mine too, but I don't think anywhere in the refund process I was told how much I'll be refunded. I've seen 299USD mentioned, but not what owners outside of USA will receive.

I'm not sure the retailer is obliged to give a refund under UK consumer law?

[Henkt]

I have the same, no discount email. Now I am two weeks without a watch

Moderator edit: personal info removed

[HelD]

Thanks for your reply.  I've asked Fitbit several times if I could be assured of getting the full amount I paid but I am still waiting and the whole process just seems badly thought through for those of us outside the US.

Fortunately John Lewis are honouring refunds and emailed me to say this, shortly after the recall announcement.

I'm not going to stay with Fitbit, primarily because of their poor handling of this situation for non-US customers.

Hope you manage to get your full refund.

[Sfroth]

Not yet, I have no idea if my watch even arrived or is accounted for yet. Makes me so nervous. I miss working out with my watch on.

[Jimkenn]

You can buy aSense from Amazon for £189 which is roughly the same price as discount Fitbit are offering

------------

Yes he is if you have proof of purchase price

[Matzi]

I also needed two processes for the code and then had to register the watch again. Then I entered the code 7 times and then it worked. I find it a bit stupid to pay in advance and then hope to get the money in 3-6 weeks.

[Chixy67]

Hey All. Received the email about the refund.  I had not been using my Ionic since I did have issues with a 'rash' but now I know it might have been burning my skin. I have submitted everything properly, they disabled my Ionic a couple of days later. Did not receive an email with any discount codes since Mar 2/22. I have opened a case with Fitbit and the reply I got said 'to be patient' that they can't tell me when I will receive the discount code. Waited until today to call again. The tech support line said to resubmit my claim again. Went through the whole process again, got a code, submitted it but this time of course no Ionic was attached to my account because they removed it. The instructions say to set up the device again, so I charged my Ionic and started that process for Fitbit to say that this Ionic has been taken off my account as it is in a warranty process. Well duh!! Called support back again with my case number and she said that they will 'escalate' again. Once again at an impasse and all I want is to get a code so I can get a new Fitbit to continue my fitness journey. Still no further ahead since starting my communication with Fitbit help desk. I honestly don't imagine a code will come eventually, but you know, just 'be patient'.  I think they are afraid that we all received a code, bought something, then called in that we didn't get a code and that we will get a new code and buy more things. It really shouldn't be this difficult. Would be interested to see if anyone, after starting a claim to get a code, actually received one. 

[jnz322]

never received my discount code as well, and it's also been "escalated"- have reached out a second time and call was conveniently dropped

[djdavidp]

Have you checked your spam folder - a lot of people have found the email there

[jnz322]

I have. nothing there

[Nunupop]

I just want my refund to purchase another fitness tracker/watch but don’t think being told to “wait my turn” is good customer service. 

[Chixy67]

No discount code in Spam. Plus, help desk said they could see that the codes had been generated but not sent out with no idea of when. I think that sounds like baloney to me. 

[Nunupop]

I’m thinking it’s all rubbish as I’ve said they are not sending us physical refunds it’s all online so why’s it taking so long to press send on the emails with refunds/codes.