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.

[Livevans7]

I applied for the refund on the 4th March and received my discount code instantly but haven’t heard anything about my refund nearly 5 weeks later 

[Ryesie]

Still waiting for my my discount code to enter the discount store as mine doesn’t work. I have emailed several times and spoken to agents on the phone. This has been escalated and I have answered all the questions. I’ve been referred to several of your colleagues. Haven’t had my Fitbit watch as you told me to deactivate it, which I did. Need to purchase another one with the discount that Fitbit promised me. This has been going on for weeks. Really becoming frustrated as all I want to do is buy a new watch with the discount that I was promised. I appreciate I’ll have to wait for a refund as this will take time to process. But at least give me codes that work so I can buy a new device in the meantime.

Moderator edit: format

[SunsetRunner]

Applied for refund on 3rd march, haven’t received any discount code (have received confirmation email about verifying my refund) and now coming up for 5 weeks and heard no more, oh, and STILL waiting for the promised transcript from phoning the ‘support’ about 3 weeks ago! 🤷🏼‍

[Voodoorising]

Just an Update on my Refund, Made a call to FitBit who looked up all my details and could see what had been processed so far, he then emailed some nunbers for refund centers for different countries I rang the UK number got through pretty quickly, they took some details said they could see my refund being processed as they spoke and said I should get an email with refund in the next day or so I will keep you informed

[gseale]

FYI - Seems the rules are changing. As I watch the stock diminish in the Ionic Upgrade Store, I'm no longer able to add a Band for each watch added to my cart. I have a Sense and a Charge 5, which by the rules entitles me to two bands, but I get a message stating I have too many items in my cart when I only have 1 additional band.

• 40% off up to 5 Fitbit devices–that’s 1 for you and 1 for up to 4 friends! Check the store to see which devices are available for purchase.
• Up to 5 free accessory bands–1 for each device you order

Good luck to you all.

Greg

[TeckBoon]

Hi,

Just wondering, I have actually submitted multiple impacted ionic devices (getting them done on behalf of my relatives as I bought for them as gifts) under my account but I have only recieved one confirmation only. Any idea if I can check the status of the rest? I only did the refund process for the rest a day or two apart. Thanks!

Hope to hear from anyone or even Fitbit! I tried my local (Singapore) fitbit support but they directed me to the international number and international calls are not cheap.

Sincerely.

[Nunupop]

That’s same as me no discount code nothing and nearly 5 weeks!

Sent from my iPhone

[PricillaM]

I purchased my Fitbit ionic Adidas edition and it stopped working in June 2020. I have receipts and box as proof of purchase. Unfortunately i removed the device from my Fitbit account. Wanted to find out if I qualify for a refund . 

[Ronk82]

At least you got the confirmation. I registered for 2 since 4 March and
nothing is confirmed!

[TeckBoon]

Yea I got a few but only recieved for 1. The rest seem to be mia.

[Ash66]

Likewise.

Other than disconnect my watch Fitbit have done nothing.

No discount voucher, no refund, nothing at all for a month now.

The 'service' is rubbish. I have contacted them several times but get nothing but empty promises.

[OwnTooManyBits]

@PricillaM 

If you are in the USA you should have received an email stating there was a Ionic linked to your account and how to register for a refund. Once registered you would receive a return kit in 5 days Fitbit stated time, but (5 weeks) is how long some have waited for return kit. Out of the US, you have to have an active Ionic linked to your account in order to receive the refund.

[Pisia]

Ionic refund issues. I have contacted Fitbit over a month ago regarding ionic recall. Registered successfully and received email that I will receive return kit within 5 days. After 10 days contacted support wow chat and they assured me I will get it within 10 days since they are busy. After additional 2 weeks contacted via chat and was told I need to call support experts. After calling experts I was told I have to call different number. Still no luck contacting anyone because they just closed. Anyone else had an issue with the refund/ recall?

[TomDuke]

@Pisia - Not to be snarky but the answer to your question is emphatically "yes" as the 165 pages of this thread attest to.  If you take a few moments read through the comments and you will find that you have plenty of company from users in the US and around the globe.  It appears that getting a refund for your Ionic is going to be a journey and patience is going to be required.  If you haven't tried this number, 1-888-240-2819, it connects with the Fitbit Ionic Recall line and they might be of assistance. Good luck.  

[Shaz79]

Hi, I  have an ionic and went through process chose the option of debit refund only for it to come through as a b4b account which I do not have. Have tried dm support on twitter to be told need to call you, which I have tried numerous times to then be disconnected. All I want to do is transfer refund to PayPal (which I have set up) 

[Robbie77]

@Pisia same for me.. but my ionic was disabled by fitbit since i live outside US, support just says its on higher support, and higher support say try to register again, and as we all know that doesnt work.. 

[Haedine]

Hello,

What happens if we cannot connect anymore to the Ionic, meaning we cannot fulfill the last step for the confirmation ? The watch was not disabled, instead it was unused for a period of time and now it won't even start properly.

My brother already contacted you via the chat (twice) and you said the matter will be investigated but more than 2 weeks passed and nonresponse from your side.

I can give you the case number and even the reference number.

Thank you...

[SunsetRunner]

Well it now says delivered so it’s a waiting game. 

[JustNikki]

one question for the ones that have access to the upgreade store:

I would like to know if prices are same as they were or did they updete them, since they lover the base prices for devices? Back than when the whole thing started price for sense went in upgreade store down from 300-ish to 180-ish euros and for versa it went from 230-ish to 140-ish and so one. ATM basic price for sense is around 250 and for versa is around  200. And ofc, I'd like to know if that also afected upgreade store or not.

I would be really thankful if someone would have that info.

[Holty]

I got similar email but when I click on the link it asks for a number card which I don’t have. Not sure what to do now?