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.

[Mentor6508]

Go to your main Fitbit dashboard online, not the app. Top right, click
settings icon, then continue and stride length can be set somewhere. You
can select 2 tabs, automatic, or, set my own. Good luck, hope this helps. I
only realized last weekend, when my partner and I done an 11.5 mile walk,
and her Versa was reading way over 12 miles. So I checked my stride length
and it was set to auto, not the original stride length I set up, when I set
up my Ionic. ( I just purchased a Sense on Amazon.co.uk), it was discounted
at £189. So hopefully refund will arrive) So I then new, new watch, new
stride length needs to be entered. Have a good one 👍

[Mentor6508]

Just a foot note to this, some retailers, especially in UK, will only give
you a credit note for their store, and not a cash refund.

Moderator Edit: Word choice.

[Japhy]

I just don't feel safe sending my personal device through the mail and would feel much more comfortable with Fitbit disabling my device and allowing me to dispose of it myself. Why can't I find this option on the US recall site? I see it available for every other country.

[SunsetRunner]

Me neither. My ionic keeps syncing. Fitbit support not helpful at all.

Enviado desde mi iPhone

[Jozacdave]

Has anyone had a refund yet?  It's been nearly 4 weeks (I know they said 3-6).  Also I had the adidas addition so they said I would get $329 back - hoping the exchange rate doesn't drop!

[Midavid]

Awful, awful, awful customer service from Fitbit. I submitted my Ionic for deletion on March 3rd and with no contact for over a week I contacted Fitbit support (or should I say lack of Support). Looks like the process did not complete correctly so they asked me to try again, however, my Ionic was deleted from my account and it needs to be there to complete the process. I have been waiting for Fitbit to fix this since. Horrendous customer service with reply after reply of "we hear you" and "we will be in contact soon" but nothing. It is now 27 days since I started this process and it is obviously set up to fail and save them having to refund you on a dangerous product. I have never encountered customer service like it. Do I sound annoyed 😞 - 

Moderator Edit: Personal info removed.

[Henkt]

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

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

[TomDuke]

@Japhy It's not an option for US users and the Ionic has to be physically returned to receive the refund. The instructions with the return kit specifically state you should do a factory reset of your device to wipe any personal data it might contain.  That's what I did with the three I sent in.

[slipd]

Nope, nothing here for me in the UK... I was here at the start, Day02 I think I submitted my claim.

Hopefully see something soon, my credit card is due in a week and I need to pay for my Sense 😊

[TomDuke]

@Mentor6508 - Thanks for the info, I figured it out last night and will have to adjust it.  I still don't know why the Sense is recording sleep when I am not even wearing the watch?!

[Himu11]

Hi,

I'm from India and I also raised the request for the refund on Mar 3. Today, when I mailed them asking for the refund status, they in return asked me to call the refund team situated in UK. That's way too annoying to know about the status of this simple thing. Is there any other way to know the status of the refund? Also, has anybody else also received the refund PayPal?

Regards,

Moderator edit: personal info removed

[IceyBaby96]

@Jozacdave 

I'm in the same time frame as you - along with the adidas addition. Nothing yet for me... I keep hoping to see someone say they got their refund. 

Moderator edit: all-caps

[Rachael2283]

Not had any money back and it’ll be 4 weeks on Friday. I requested money to be paid to PayPal. Everything went through quickly and I got an email a few hours after saying they were processing my refund. Got my discount code for a new Fitbit but not heard anything since. 

[Masscdn]

So it's been over 3 weeks be exact 24 days. Received the discount code but nothing about refund. So frustrating not having my ionic. 40% is a great discount don't get me wrong just don't want to pay out of pocket. Anyone get their refund yet?

[NormT]

Received this email today which is very similar to the email I received when I registered on March 3rd.

Dear Valued Customer,

We received and processed your return and verified your device is one of the impacted devices. We’ll process your refund within the next 10 business days and send it to you by the method you selected during registration.

Hopefully everyone else did as well and that they really mean the 10 business days.

[Nunupop]

Fingers crossed

Sent from my iPhone

[Seanom4]

I'm waiting 4 weeks so far for refund. Could I not get replacement. ? I've gotten no discount code n no sign of refund as indicated. I'll need to buy a Samsung shortly as I've no watch n need. Will refund cover the change over? 

[DemonDave]

What are you basing that on, they never asked where it was purchased.  Only would you like a Paypal refund of PrePaid CC

[SunriseRun496]

The refund should more than cover the cost of a new watch. Especially since they give you 40% off. I would check your spam folder. It only took me less than 2 weeks to hear back. 

---

I didnt say I just got hacked. I just said my PayPal account was hacked. It was a few months ago I started receiving emails saying I purchased things I didn't. I immediately removed all my payment methods and contacted PayPal. They said to change all my passwords even though they didn't see any purchases but I told them I would just delete my account. 

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Also I don't know where you are from in the US getting hacked is common. My Bank account has been hacked about 4 times along with a few of my credit cards. 

Moderator edit: format

[SunriseRun496]

I dont think your fitbit has to stay on your account. My ionic quit working about 2 yrs ago. Since then I've bought about 4 different fitbits. Luckily I didn't just chuck it and I was able to return it. They sent me an email saying I'd get a refund even though my watch was no longer on my account. I deleted it as soon as it quit working yrs ago. 

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I have the sense fitbit and at least once a week the sleep part messes up somehow.

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I was actually surprised by how fast mine went through and got an email. Maybe it's the effected vs the non effected that are getting the most attention. Only certain serial numbers were the infected ones so maybe they are putting all the unaffected ones to the back and focusing on the bad for this minute. 

Moderator edit: format