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.

[jaidevkaushik]

Dear Fitbit team

I have been struggling to get the refund again as the link sent from your side has expired. Details are mentioned in below mail.

It is quite surprising that when trying to call India Specific Ionic refund number it always says that our offices are currently closed & we work Monday to Friday, 9am to 6 PM (GMT). I called the number on 11th April (Moday), 10:24am GMT, 11:24am Wales UK, 4:00pm India time. & all are as per the time zone mentioned for operating office. I few days back tried to contact through twitter but every one directs to call the number provided which is not at tall functioning. Even your live chat support also did not do anything since past 11 days. I have attached the copy of that chat also.

I am quite surprised with FITBIT attitude. Today I have registered the case again with customer service on number 0008009190757 with Ms. Sera & I am sure nothing will happen considering past experience.

Hope you can do something in this regards.

Moderator Edit: Formatting

[Satheesh5381]

I have already spent 10$ for just listening to IVR response

I have even requested my friend from UK to call the number provided.

Even for him it says office is closed

[Kunal_M]

Hi, 

I have followed all the steps mentioned by Fitbit to get refund to my paypal account , but Paypal says My account was not authorized to receive international payments the money is sent back to sender ,  Now my account is authorized for international payments , so how Can i get my fund back now any idea on this ?

[VineethV]

Many from India are facing the same problem. None of us got any assistance
from Fitbit on this yet. No resolution or no update from them. Many tried
contacting the UK Customer care number which is what every fitbit support
channel is redirecting us to contact but with no success in contacting
them. So no luck. Hope fitbit will clear all this mess sooner than later
and thereby users like us are not made to suffer. --
Thanks and Regards
VV

[jaidevkaushik]

Hope that Fitbit takes it seriously. As of now feeling is we have been taken for a ride.

[jaidevkaushik]

I was having same issue.

Have tried contacting Fitbit through the various channels but they all direct to one phone number which is not functional.

Hope we can get some support soon.

[Cally0710]

Same! Exactly the same here in South Africa. Its Bizarre that they aren't checking this forum either. Hoping to find a resolution soon, we're now stuck without devices and with deactivated accounts - not fair at all. 

[Ranju_KP]

Unfortunatley for me i selected Paypal option and seems the refund bounced due to some issue at Paypal end. They asked me to contact Fitbit to re-initiate the refund. But there is no way i am getting connected to Fitbit recall team. The contact us numbers just dont get connected to an operator. And normal fitbit support is not "supporting" on this matter ! 

[Prameet]

I got the amount transferred from PayPal to local bank account today. Total amount is around Rs 22500. Please note that amount may change with currency fluctuations.

For Indian customer, please complete your paypal account KYC before Fitbit transfers the amount. This will reduce hassle of connecting with Fitbit to reinitiate refund.

[Graham6725]

Anyone got their refund from EU countries?

Not UK, but like Germany, Italy, France, etc.?

[Himu11]

Hi @Prameet 

It's great that finally you have received the refund.

Can you also please summarise the whole journey of this refund process like the date of reg, what mails you received till last day, calls in case you did, refund denied due to KYC, if it was, when was refund received and credited to bank, any conversion fee, etc. It would be very beneficial for all of us in India at least.

Thanks!

[Ranju_KP]

I too had completed it. Partly its Paypal issue as well. Paypal told to complete KYC by 29th April only. I completed it within one week after i rceved 1st mail on March 30th , but by then they had declined the refund. 

Now issue is i am not able to contact Fitbit team to ask the to re-initiate the payment/refund. 

[Aleemz]

@Satheesh5381 

Today I called Fitbit on this number +442080997960 and I got connected to Adviser. He reinitiated the  payment and said i will receive in 2-3 weeks from today. lets wait and see now.

[NitinNigam]

I too received these numbers from Fitbit help bot. And when I called the
first number, the gentleman on the line redirected me to this page
https://www.fitbitionic.expertinquiry.com/contact-us
And nothing happens when I try the number mentioned on this page.

--
Moderator edit: personal info removed

[Aleemz]

@Satheesh5381 Today I called Fitbit on this number +442080997960 and I got connected to Adviser. after providing the reference number He reinitiated the  payment and said i will receive in 2-3 weeks from today. lets wait and see now. @VineethV @jaidevkaushik @Ranju_KP 

Moderator Edit: Merged posts.

[NitinNigam]

Thanks @Aleemz 
After reading your post I too called on +442080997960 and was able to connect to support person. The lady on the line verified my details and told me that they will reinitiate the payment and I should get it in a week.

[Himu11]

@NitinNigam How much time did the call last or took to connect to an advisor? At what time did you call? And how much was the charge for this call, any idea?

Thanks!

[VineethV]

@Aleemz. Thanks a lot for the reference number. I just contacted the
number +442080997960 which you shared and was able to speak to a real
person fromFitbit support. He took down the details and as per him, PayPal
is supposed to automatically make another payment attempt once the KYC
issue related to international payment is fixed. When I confirmed to him
that PayPal has asked us to contact fitbit to re initiate the transaction,
he looked into it and told me that he escalated it now and I should be
getting a cal/email in the next few days.

Let’s see what happens. Thanks once again. Folks from India please note
this update.
--
Thanks and Regards
VV

[VineethV]

@Himu11. I just tried the number ten minutes back. And call lasted for
seven minutes from start to finish. Hope this helps--
Thanks and Regards
VV

[Aleemz]

@Himu11 

its depends sometimes you will connect directly in 2 mins and call charges are Rs: 8.00 Per Min.