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.

[Northeastlady]

@Hammeroo I’m from UK and it took 5 weeks for refund via PayPal. Didn’t wait ordered sense straight away which included extra and and premium subscription.

I do feel sorry for all the customers who having such a hard time with the full process, hope they get things sorted soon.

Sent from my iPad

[GingerBinger]

Dear All,

I followed the steps for the recall, so tacked the Swedish support after two weeks of not getting a reply with further instructions and they said they closed the ticket since they didn’t hear from me and asked to redo it.

I started the procedure 5 times, now the device is blocked, I cannot sync and issue a new ticket and the support office doesn’t reply to emails since ca. two weeks.

Very frustrating as the recall process doesn’t work.

 Would like to appeal and get some help, I can provide earlier reference numbers if it helps to trace and solve the issue.

Thank you in advance for the support.

Best Regards from Sweden.

[vshevale]

I have raised recall and refund request but didn’t get any updates on request. It’s already been 1 month I have raised request. Not sure where to check refund status for my request 

[SunsetRunner]

Is there a site/link to check on your status after the Ionic has been delivered by UPS? This state of unknowing is a little nerve wracking.

[N8teGee]

I had the same experience as @t.parker. Refund sent to my PayPal and then withdrawn to my bank account with zero fees involved. 

[t.parker]

@N8teGee there is no free but that %4 is on exchange rate. I think this is what 'fee' meant. The actual 'fee' field says 0 but exchange rate is slightly lower (hidden fee). I guess, it's still better than WesternUnion 😄

[TomDuke]

@SunsetRunner - Once you have confirmation through UPS tracking that your package was delivered, there really is nothing else to do but wait until you receive an email from Sedgwick saying that your device has been processed and you have 10 business days to receive your refund. Your only other option is to call the Fitbit Ionic Recall line 1- (888) 240-2819 and see if they can give you any other update.

Of the three Ionics that I sent in that were delivered on 14 and 15 March, I have only received email confirmation that my refund is pending for one of them and that was on the 6th of April. I have heard nothing else about the other two. Good luck.

[SunsetRunner]

@TomDuke @Thanks for the input. Hope you get your refund as well.

[Nunupop]

Sorry to reply to this post but I can’t log on to post something myself Fitbit keeps bouncing me out. But I’m U.K. and I’m 5 days away from the 6 weeks I’ve had no refund no discount codes and now when I try to log on I get message on my phone saying my password to this site has been compromised due to data breech. What’s going on Fitbit?

Sent from my iPhone

[SunsetRunner]

I received the same email from the same address however the link isn't actually a link on mine. Did yours link through to a card activation? 

[cchow]

I have already finished the process of registration. This took a period of time to get email for lazada gift card. After this email, I click on the links for gift card, it always shown is "on its ways, allow 24 hours". But in fact now it take for 9 days already. I don't knowwhat is the problem and how should I do?

Anyone could help me.

chow

[QuirkyDude]

I hear what you are saying.  If you had the problem and didn’t realise it was a battery problem at the time and moved on and updated to a Sense. Then you might have discarded the non functioning Ionic - what happens then?

Where do you go from there?  You legitimately bought a watch that is recalled and everyone else who still has it gets a refund but you don’t.    Even though you stayed loyal and bought a Sense and were a Premium member. 

It’s big issue- Good on Fitbit for doing the recall, but it’s mammoth issue to sort out for them. 

[Mattlliu]

Same issue with me, was informed to call up via: https://www.fitbitionic.expertinquiry.com/contact-us

EDIT: @SunsetRunner I downloaded the email and opened it up with microsoft outlook and it was available 
Seems like gmail removed the link 

[SunsetRunner]

Awesome cheers. yes I managed to do the same thing. downloaded the email
and opened in outlook then the links appeared. Must be a gmail security
thing as it was flagged as potentially dangerous.

[Jaymc1971]

I actually received a 2nd email over the weekend

This time with a different log in reference number

Used the new number and it worked straight away.

Have already spent the money 🙂

[NitinNigam]

@Mattlliu 
Were you able to talk to support on the numbers given here
 https://www.fitbitionic.expertinquiry.com/contact-us
For India, it mentions to call the UK number between 9AM-6PM (Mon-Friday). I called them 5 mins back but it played a prompt which says "Our local office is currently closed. Our business hours are 9AM-6PM GMT Mon to Friday". And it is 9:50AM GMT right now.

[Cally0710]

Thanks, i've tried the number listed but it doesn't work. Trying to get a hold of someone who can help me has been an absolute nightmare. Not sure what route to take next ...

[Mattlliu]

I've tried as well, no one seems to be picking up

[Satheesh5381]

@NitinNigam 

Same issue, even I have tried calling many times but no luck

Last time I have received couple of other numbers from Fitbit chat support

1 213-328-5250
+44 20 4571 8386
+4402075700343

[jaidevkaushik]

I am also facing same issue.

Their twitter account & live chat support says keep on calling the number provided. 

The number does not work.

I feel like Fitbit has siphoned our money.