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.

[NitinNigam]

I was connected to the person immediately. Whole call duration was approx 7-8 minutes during which advisor verified my details and confirmed that Fitbit will reissue the refund.
I called 20 mins back (8PM IST) 

I am using postpaid number so I dont know yet how much did it cost (ISD rates are approx Rs 7/minute). But I am not bothered about spending Rs 50-100 ($1-$1.5) to recover $309

[Himu11]

@NitinNigam Actually, I use a Prepaid connection because of which I don't keep a talktime balance so just wanted to take an idea of how much recharge, I should do to keep the call in connected state.

Thanks, anyways. 🙂

[nc88]

I'm at the point where i am ready to move on from Fitbit. They have a great product but have completely botched this recall. I understand that the volumes have them under pressure, but at the very least they should have decoupled the discount process from the recall/refund process. A lot of us have stopped using the ionic due to the warnings of bodily harm, but are unable to buy a new device with all the issues pertaining to this recall process breaking down and discount codes not being provided. I am sure i am not alone in considering dropping the Fitbit ecosystem altogether and moving to another device - pity because i really liked the product.

This incident however has left me concerned about how they will treat me if/when the next device has an issue. Fitbit has no physical / tangible support infrastructure like a store or office that most of us can go to and their response to this situation has simply been to let their customers stew. All they have is their reputation for support and that is heavily tarnished by this incident. My last interaction with them assured me i would get some sort of a response this week. If i dont, i am gone.

[adogrey]

Dear Fitbit 

I have received an email updating me regarding the Fitbit recall offering me the compensation 
However it was asking for a lot of personal information and I couldn’t judge if it was genuine or not 

The email address it came from was

Fitbitionicrecall@myglobaloptions.com

Is this representing Fitbit and is it part of the official recall process

Regards,

Adrian

[SunsetRunner]

Hi @adogrey - I’ve asked a moderator to step in and answer your question. It always pays to be cautious. 

[adogrey]

Thanks carol.  Much appreciated. 

[Ryesie]

Due to no response (was promised after 3 days) I’m thinking of going to Garmin. Disappointed as I have loved my Fitbit devices. My discount codes don’t work and I’ve spoken to so many Fitbit representatives, I’m just done with the whole process.

Sent from my iPhone

[Hagedorn]

I was going to give up ( refund obtained but discount code not working), and then to day I signed into the recall store and the prices are reduced by 40% automatically! Success!!! Haven't checked "free" bands though.

[LaurenEG]

Just to update from Ireland, I received confirmation email for refund on 13/03/2022 and I received my refund today so 29 days.

Virtual card is with B2B, no problem at all getting onto it and received 266.54. My account shows it as euros but the card says GBP on it and I tried to transfer the money to my Revolut account where it said the money was in GBP and might incur charges transferring over in euros. Alas it didn't work but paid for my replacement no problem.

Discount store can be gone onto as many times as you want and the discount is automatically put onto the items, I never had to use the promo code at any point that I originally received so they must have changed it. Just make sure you get everything you want there and then.

I ordered a Sense for myself, Charge 5 for my mam and added a free band for mine. I already have premium so didn't need it. Just to note the bands show as 0.00 but when you click into shop they come up as full price, once in your basket though it goes back to 0.00 and it's only 1 free band you get

[LaurenEG]

Where abouts are you located? When I go into the store everything is automatically reduced, I wonder is it different for different locations.

I never used my code because of this, I'm not sure if the codes are linked to your account as I've purchased my bits without using the code, I could give you it to even try if you want? No harm in trying!

[Libanori]

When I first got my watch it was already showing signs of defect, but at the time, your support wasn't good or efficient. However, upon seeing many people report the same problem as mine, I'm sending my complain to see if you can help me fix this.

The problem is: it doesn't read the heart rate.

Could you help me?

[Dandydemon]

Hi Adrian, this was the same email address I received an email from, and it was legitimate.  I followed the process and it all worked OK - I am UK.  Fitbit should really have warned us precisely how and by whom we would be contacted. I've just ordered two versa 3.  Still disappointed as I loved my Ionic and used the direct music transfer a lot, no Fitbit product can do this currently.  Good luck

Karen

[adogrey]

Hi Karen

Thank you so much for replying to my query. Yes like you I do miss my Fitbit ionic after 4 years on my wrist doing everything for me and providing so much data. I haven’t bought a replacement yet.

Thanks too for confirming the email - they were asking all the questions and I was concerned that I was giving away this information without the link providing any affirmation that it was a legitimate link. So that you very much for that

Good link with your versa. Nothing can replace the ionic.

Regards,

Adrian

[JohnnyRow]

Are you aware that the Ionic has been recalled?

See the top post on this page.

[Slakes]

Finally managed to order my discounted fitbit versa3. I revisited the email with a link to the discount store, entered the code I was given. Then I was sent an email with a different code to enter the store where the smart watches were now showing at the discounted price! Phew! 

[Mike19701]

I have just received my refund (Amazon card)

in Canada. Took 2 day short of 5 weeks 

in the amount of $377. Email includes fit ionic recall from hawkmarketplace I have contacted Fitbit to confirm it’s legitimacy. Told it was a legit link hope this helps. 
I know I read tho probably 150 pages of this thread looking for info. 
cheers

[NormT]

@TomDuke Finally after the long wait but exactly 10 business days they specified I received an email with the virtual MasterCard debit card. The card was from the MetaBank NA and could only be used for online transactions. There was an opportunity to request a physical plastic card for a $3 fee. It had a typical MasterCard set of numbers **** **** **** **** and a CVC number. There was an expiration date of 4/2024. I immediately bought a gift card from the number one online retailer for myself and it went through. Best of luck to you!

[dvpatel]

Its been over 2 weeks approaching 3 weeks since they got my returned Ionic. Haven't gotten any emails at all about the refund yet.

[inorthcott]

I did too but when I tried logging into B2B it kept telling me my credentials are invalid.  When I tried again it didn’t recognise the number code - v frustrating this.  

[Nathan1970]

Same story here, delivered  on March,23 and nothing till now!

Started the recall on March,04 .

got the reference code same day.