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.

[ruijianqiang]

Let's just wait and trust Fitbit to handle it

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Maybe, I think we do the same thing, but we only can wait for Fitbit feed back to us.

[SunsetRunner]

3 and 1/2 weeks in and IONIC STILL connected after having been confirmed registered for the refund 🤣🤣🤣

(I’ll soon be able to email monty python with material for their new show at this rate)

[bartver]

I already registered a few weeks ago and this was confirmed by mail. But I was expecting Fitbit to pay me my money back. Around 290 euro's I assume.

I've nothing heard about this last weeks. When is fitbit going to pay out? I want to buy another watch, since I can not wear this Ionic anymore.

[Kellyld77]

@bartver 3-6 weeks as email you should have received confirming your refund and the q+a section states, so could be 6 weeks from date of that email 

[TomDuke]

@VMMage - As far as I know, Sedgwick is not sending any sort of confirmation that they received your Ionic return kit.  I sent 3 in and got nothing from them. I also have not seen anyone else here who had to physically send the watch in say they did either. UPS tracking is the way to know if it made it.  Try this number as well.  18882402819

[Sego13]

Hi @Markth , the same here. Didn't receive anytging about the refund, except the mail with the discount codes. 

[EllieCopter]

I'm still waiting, it's been over three weeks for me, now

[CFDCAD022]

So disappointed.  My Ionic is dead and I've replaced it with a Sense -- so the Ionic is disconnected from my account.
The Ionic was a gift from my employer -- they gave us all Ionics in 2020 (or was it 2019) and I was thrilled as my previous Fitbit had gotten temperamental.

I no longer have the box my Ionic came with.   I don't have a receipt because it was a gift and it's no longer connected to my account, so I cannot get the serial number.   Based on this, Fitbit is refusing my recall claim.

I'm happy with my Sense, but it sure would have been nice to NOT have to pay $300 CAD for it!.

[cov2811]

Received discount but, no instructions about returning and no refund, 30 days later

Very poor customer service and very poor instructions regarding this recall.

[jocindy]

I get this same message

[jnz322]

Yes- that email with the discount code is what I'm still waiting for. When I tried going through that link again, the message I received was that I'd already registered for a discount code.

[Henkt]

if you choose them, the give zero dollar/euro. At least, in my case

Its a pity, that it doesnot work with you

[Saw800]

It looks as though I may miss out on the refund money because I cannot physically find my Ionic. Two years ago I upgraded to a Versa. Amazon tell me I had an ionic

Fitbit tell me I had an ionic synced to my account. I can find charging leads, extra wristbands and I still have the box it arrived in. There are a couple of bar codes and numbers which obviously refer to the Ionic I owned on the box but as I physically have no Ionic to sync to my account I can go no further because apparently after that the lady I called at fitbit helpline said next step is to return the Ionic.

So I've lost out for refund! 

[Pureza]

I know we don’t include the charger, but what about the band? Does it need to go back as well? It says no accessories, so I wasn’t sure.

[NormT]

@gtazy Thank you. I tried it and it worked. You obviously know more than someone who works for Fitbit!

If there is anyone else that did not see the one year free membership or neglected to check it this is for you.

https://www.fitbit.com/global/us/store/ionicupgrade/products Here you can select the one year free premium membership. You need to provide a credit card or PayPal but there is a zero $0.00 charge. I think you will have to cancel after one year if you don’t want to pay for an additional year.

[Brimson]

Same here. Nothing after, I think 3 weeks now. 

[Odyssey13]

Hi @Pureza  the charger and band would be accessories. You can also check the FAQs on the recall and at the bottom is a list of dedicated phone lines just for the Ionic recall.  https://help.fitbit.com/en_US/ionic.htm 

[CindersMo]

Help.  I registered my Ionic for recall and received the email with code for discount.  Decided to wait till I got my refund through then purchase another fitbit.  However, my email account has been hacked and I no longer have access to the codes.  Also how does fitbit know where to send the refund as no address was required on the form.  So I need to change my email that was registered against the fitbit and make sure they know where I live!  Any suggestions?

[TomDuke]

@Pureza - No bands, chargers, paperwork of any kind, nothing but the Ionic watch in the supplied battery bag.  Suggest you copy or take a photo of the UPS label and use a UPS store where you can get a receipt.  You will not receive any confirmation from Sedgwick that your package has been received but you can monitor the package using the UPS tracking number.  Good luck. 

[TomDuke]

@NormT - I wasn't interested in the Premium subscription whatsoever but when I set up my new Sense watch with the FB app it made me sign up for 6 mo's of Premium (which comes with the new Sense anyway) and provide credit card info.  There was no other option but I'll be dropping it as soon as the 6 mo's is over.  So far the Sense has been OK, I still think it's overly optimistic about my step count and I'm finding the sleep tracking to be erratic compared to the Ionic; the other night it said I slept 21 hours...not even close.