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.

[Chixy67]

Right. And now I’m thinking they say that you have 90 days to use the code. So, 90 days from when you submitted the refund or 90 from when you receive the discount code?  If 90 days from when you submit the refund but never get a code, Fitbit could just wait 90 days and then your code will never work regardless. 

[jocindy]

I keep getting errors while trying to fill out the form for refund/returns. I took screen shots. But no way to email them? Was going to attach the screen shot so they could troubleshoot why it's not letting me past the first screen.

Anyone have an email address for customer service support?

I agree with you on that point. A recall is a recall.

[Bobby.V]

They were happy to take my money on the the discounted Charge5 I ordered (x 3) but have not received the refund on the Ionic.  I've also sent the Charge5 back for a refund after fighting with it for 2 weeks, only to find out the Charge5 is being sold now at the discounted price at most retailers.  Very disappointed with Fitbit.  

[Bobby.V]

I suggest you read up on the Charge5 discussion boards.  If you had the charge2 and then went to the Ionic, you may not enjoy going back to the smaller screen sized product.  I was very disappointed with the product when it was sent and after 2 weeks, just shipped it back for a refund.  Yet to receive the initial refund for the recalled Ionic, but it has only been 5 weeks.  

Moderator edit: word choice

[ShaunOR]

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@Jimkenn wrote:
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

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Fitbit are applying a 40% discount to the Fitbit Sense so it works out at £168.00 plus you get a free strap and a free year of Premium membership.

[ShaunOR]

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To those struggling to get their Fitbit discount code, have you tried entering your details at the following page...

https://myhelp.fitbit.com/s/devicediscount

When I entered my details at the page above, an email with the discount code was automatically sent out to my email address.

[SunsetRunner]

I used the exclusive store access code to get into the FitBit discount store, chose a Versa 3, and tried to check out using PayPal. But I got a message on the screen saying that my payment method didn't go through. Yet I got text messages and emails from both PayPal and Capital One saying a purchase was charged to my account, with the recipient's name showing as DigitalRiver US Inc.

I contacted FitBit customer support (via chat and phone) and was put on hold so many times. There's no telling how many complaints they're dealing with these days. The only way the representative could help me was to forward the notes and screenshots to his manager, and I'd have to wait for them to get back to me. While he acknowledged that I was charged, they couldn't see the order on their end. Sigh.

I don't really want to file a PayPal dispute. I wish someone from FitBit could just manually add my order to their system. Or if they can't do that, then they better just give me my money back and I'll purchase something else. I don't need more stress in my life.

[pizzacheeks]

it is 90 days from the time you get a discount code.  So they not doing anything scammy

[Chixy67]

Thank you! This actually worked. Why wouldn’t any of the tech support people offer this solution?  Crazy!

[ShaunOR]

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@Chixy67 wrote:

Thank you! This actually worked. Why wouldn’t any of the tech support people offer this solution?  Crazy!

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I'm glad that the link to https://myhelp.fitbit.com/s/devicediscount helped you to get your discount code right away. Good luck!

[Lennylugblasie]

Can someone tell me please, if I do a recall on my ionic, and fitbit disables device sync, is that only for that particular ionic synced to my app, or is it for all future use of ionic watches.... i.e. meaning that I wont ever be able to sync any ionic to my app again ?

Would be great to get an answer on this please 🙂 

Lennard

[Kellyld77]

From my step one verification email to my email with my discount code it took 11 days, I didn’t ring them up to chase it but I also figured that although it’s labelled as fitbit helpline these are probably people from a employment agency who are on minimum wage who are employed by whomever fitbit have tendered out the recall process to and are getting quite a fair bit of abuse from people and only have a checklist to work through. After 11 days the email arrived. Yes I did ring them up at the start as my original code on my very first email when I registered didn’t work and found them to be very helpful, was told to register again and the chap stayed on the phone with me till it gave me a new code and one that could be inputted into the system

[jocindy]

Yea, I liked the size and display of the ionic

[Balu337]

See that discount is not offered in some countries. This is disappointing news. Been using FB devices from 2014. This exclusion of some users is very discouraging. 

[livinginanut]

This sounds like a similar situation to me. 3 weeks and nothing.

The only thing is I haven't contacted helpdesks like you have because I've
been busy but I'm in the same boat where I just want a watch back. I can't
understand how it can take three weeks and still nothing, not even an
update "sorry for the delay, we're processing so many requests".

The only thing, I did two live chats and the second asked me if I was to
receive a refund and the discount. I told him I believe so as his colleague
confirmed this previously but that I thought that was usual for everyone?
So now I'm thinking that they're trying not to give them to everyone and
I'm not holding out much hope but I'm very annoyed with it all. I used my
Ionic all of the time, no other watch ever, and loved it.

So I decided to post here to see if I'm the only one as I scanned the msgs
and saw so many people have got through the entire process and have their
new watches, before I contacted them again.

😞 I'm finding very little motivation, embarrassing to say, now that I
don't have a fitness tracker.

Moderator edit: all-caps

[Chixy67]

To those struggling to get their Fitbit discount code, have you tried entering your details at the following page...

https://myhelp.fitbit.com/s/devicediscount

When I entered my details at the page above, an email with the discount code was automatically sent out to my email address.

[Chixy67]

This was posed by ShaunOR

this worked for me by using the reference number I received once I registered. 

[Ricsb65]

Has anyone actually had a refund yet, given it’s all electronic if you go for PayPal I can’t see why it isn’t instant so after 3 weeks I’m wondering if it will ever turn up, I’m certainly thinking why would I get another fit bit!

[Kellyld77]

@Ricsb65 @Yes there have been a few posts on here they have had emails to say that their refunds will be with them in 10 working days. 
I think you have to remember they are dealing with hundreds and thousands and that it’s a third party who are dealing with the recall who probably then pass on details to fitbit who then do that refund for that individual which is then passed back to the third party for processing before they pass it on to you. That’s why it isn’t a instant refund unlike taking a item back to a shop, obviously if it’s in usa then your device has to be sent back before you can get a refund which again takes time as that part in itself needs to be processed 

[Kellyld77]

@Nunupop as I’ve said to another post regarding refunds, the company that is dealing with this is a 3rd party who don’t have access to any money. They will need to apply to fitbit with your claim number for a refund and once fitbit have processed that and sent them the money for your refund and it is cleared into your claim account then they are able to pass on the refund to yourself. Given that a few have had emails to say that the refund will be with them in 10 business days it can also be assumed that the money from fitbit to 3rd party will also be 10 working days, add in weekends (at most 8 days) that’s 28 days and then obviously their is processing time and authorisation time etc it may be less time as says 3 to however many weeks but that above is realistic timeframe