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.

[Capon830]

I filled out the form and recieved a mailer approximately 10 days later. I plan to send back my Ionic and was informed my refund can be expected in about 3 to 6 weeks.

However, I want to have another tracker/watch in working order before I send it back. Any suggestions for a comparable replacement? 

[pizzacheeks]

If my experience is any indication you could have just purchased a Fitbit right away via the discount site via PayPal credit using expedient shipping and have the device before you got your return kit. That is what I did and never lost a day without a Fitbit.  Then since I used Paypal Credit my payment date has yet to come so I will have my Paypal refund before then so no money will have to come out of pocket.   
In your case, nothing says you have to return your Fitbit right away so you could wait until you have your discounted Fitbit and then return the ionic.   The only thing with that is at this point do the high volume of refunds requested so far you may have to pay your credit card/Paypal bill before your refund comes to you. 

Of course, the Sense and Versa 3 are the 2 smartwatches closest to the ionic available for the discount.  If you do purchase don't forget your free bands and free annual sub (under the 9.99 product page)

[Markth]

I started my claim on 4th March so I'm expecting a refund in the next 18 days. I haven't had any indication the refund is on its way but I'm still within 6 weeks.

[SelS]

How does one verify your account for the refund if your country is not on the list of locations in the account settings?

[Henkt]

Yes, this link worked for me too!!!
Thank you very much.

Moderator edit: personal info removed

[Etallon]

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

Use this to get your discount code! Got it from an earlier post and it worked!

[Mahsiri]

I’ve been trying this over the last week without any success. Customer support is helpless. 

[77Cindy77]

Thanks! The link works I think 😊

Verstuurd vanaf mijn iPhone

[SunsetRunner]

I waiting for 3 weeks and nothing happend.

How much is the discount and when did you get this.

I never use Fitbit again what a bad communication also with helpdesk.

[Henkt]

Try the solution from ShaunOR, the link below, it worked with me.

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

[Mahsiri]

I just contacted customer support on live chat for the 3rd time, this time they said that they will send me an email to disable my device and proceed with refund, I hope this works.

[ruijianqiang]

Ionic has been recalled and I have filled it out according to the refund process, but no email to feedback from Fitbit!

It is stated on the agreement that it can be completed within 5 working days you said, but it is almost a month after waiting, pls deal with it soon!

[_xifo_]

Dear all, tried to verify my account for recall, but the watch seems not to be recognized. Passes step 1 (registration), step 2 (reference code entered), on step 3 stucked. Always says: "Your Ionic isn't connected to your account." Even when the watch is synced with app. Tried also factory reset, nothing helped.... Fitbit support on Twitter did not help and refer to call support line. But no support directly for Czech rep.

Anyone solved the same problem?

[gtazy]

@NormT

Have you tried going back into discount store through the "exclusive" tab on their website? I was able to add additional bands and still see the discount on watches if i wanted more.

You may be able to buy at £0 the premium membership this way.

[ruijianqiang]

I have tried but nothing you said.

After so long time, I still haven't received the email of refund, anyway, thank you.

 

[Kellyld77]

@ruijianqiang not sure what agreement that states can be completed within 5 days, please can you elaborate on this as not sure if you are on about the same thing as rest of us

[ruijianqiang]

I went through the refund process on March 9th, now Ionic can't connect the account and haven't received any discount and refunds by email.

[CharlesGalpert]

for some reason my ionic was disabled before i even had a chance to fill out the refund form. customer service has been useless. been now 3 weeks without my watch, no refund or discount. not happy

[VMMage]

I would say that it doesn't matter whether Fitbit farmed out the recall administration to a third party (Sedgwick) or managed it in-house, in the end Fitbit is responsible for the process and meeting their stated timelines either way.  I'm still waiting for the promised email from Fitbit Support that was going to tell me the "next steps" required to get my Ionic return kit, but it's unimportant now that I received and returned the kit and Sedgwick received it on March 21.  At this point I'm waiting for the email acknowledging the receipt of the return kit, which others have reported receiving but I have not -- maybe it will come today/tomorrow/this week/next week/next month.  Maybe I'll get the refund in my Paypal account before I get any more communication from Fitbit/Sedgwick, it's just a waiting game now.

[Odyssey13]

Hi @_xifo_  the Ionic has been recalled by Fitbit.  Read the information - https://help.fitbit.com/en_US/ionic.htm