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.

[CReg83]

I am still waiting for my refund. I selected Mastercard over 5 weeks ago now and have not received.

I did receive the discount code and link and bought a sense. I really need the money as couldn't afford the sense without knowing I'd get the money soon. I know it says to wait upto 6 weeks but I'm now only a few days away from this.

Is it usual to wait right up until the 6th week for the money?

Thanks 

[Mandyllm]

My location is in Hong Kong. I have received an email from fitbitionicrecall@sedgwickbp.com updating me regarding the Fitbit recall vouchers payment. I clicked on the voucher link and it says it will take up to 24 hours to active the vouchers. So, I waited and 12 days later the status remain the same. 

I just want to find out how long it would take for my vouchers to be active and I have called the local Fitbit recall number and they said they can’t check on the status as the refund center is outsourced to a third party in UK. They suggested me to call from Hong Kong to UK. I replied the email and made the international call to UK during their opening hours couple times and it always says it closed and ask me during their “opening hours”

It is a frustrating refund process for me as I have tried my possible ways to find out the solution and please feel free to share how to contact the refund center or Fitbit to follow up, thank you so much!

[martinmoore123]

Hi, I cant add money to the to fitbit wallet as my Fitbit Ionic has been disconnected by Fitbit.

Fitbit Help on line chat not working and Contact number not ringing very tricky to work and seems like the process is designed to frustrate me !!

[Nunupop]

I’m still waiting and I’m 5 weeks 4 days

Sent from my iPhone

[VMMage]

@CReg83, it appears that it is not unusual for the refund process to take 6 weeks or more to complete.  I registered on March 4, received my email from Sedgwick indicating that my refund will come within 10 business days on April 6, and as of today I'm still waiting.  So for me 6 weeks is just 3 days away, but if you go by the Sedgwick email it could be as late as April 20 (6 weeks plus 5 days).  I'm just sitting and waiting (not patiently).

[Ajay2000]

My Watch Cannot Work 

So Please Solve My Problem   

Thank You

[Sense-able-user]

My Ionic was recalled. I had already purchased a Sense prior to applying for recall refund. When I went through the steps of recall I was then directed to the special one time purchase offer. At the special discount store I attempted to order one n/c sport band for my sense and the one year Premium trial on my one time purchase opportunity. The band was omitted from my order and when I called, an agent advised, after the fact, that the n/c band was not available unless you bought a watch at the same time. As I had already replaced my watch, due to my concern for safety, I was very disappointed. Fyi, prior to the Ionic recall announcement, I had purchase three Ionic bands which are now useless. It would have been nice to at least receive one n/c spare band for my Sense.

[Odyssey13]

Hi @Ajay2000  your Ionic is under a recall, so you might want to read about it. click to learn more.

[CReg83]

Thanks for the info. My recall was first processed on the 8th March. It all seems a little unorganised to me. They were very quick to convince us to buy new watches, with a discount but still.

I really wish I had just held off buying the replacement until I had the money, but they made it sound like the discount would run out if I waited. I feel a little conned.

[Voodoorising]

Just an update for all those still having issues with your discount codes and refunds, I started my recall and refund on the 6 March, had a few issues inititialy with registering my Ionic, got a discount code ordered a Fitbit Sense some extra straps and the 12mnth free premium subscription, that all turned up after about 4 weeks. Then made a call about the refund, spoke to and American guy in customer service, he emailed me a link with a UK number I rang that and the representaive said he could see my refund was being processed and I should have it in 2-3 days the actual time was 5 days as I recieved an email today with a link to  B4B for the online e-card ( mastercard ) Followed the instructions to set up the card/account and it was credited with £223.98 I guess thats because of the current exchange rate.So I am now a happy bunny its all sorted. Hoping this is a bit of encouragement for those still wading through the painfull process of getting it al sorted.

[TomDuke]

@NormT - Thank you for reaching out and updating me on your Ionic recall refund journey.  I'm pleased to hear that you finally received your money and I plan to do exactly what you have done with the virtual MasterCard (whenever I get it).  I selected PayPal for two of my Ionics and the card for the third but as of today I have only received confirmation on one device that my refund is pending and I should get it in 10 business days from 6 April.  In the meantime the other two received 15 March apparently have not been processed yet. Enjoy whatever you get with the Fitbit refund!

[dra101gon]

I had receive 6 x RM 200 Grabfood voucher and 4 x RM 10 Gradfood voucher as a refund of ionic recall. However, upon checking, I found that one of the RM200 Grabfood vouchers is not working, the rest of the vouchers are fine. It has been more than 72 hours. The message shown is as follow,

Reference 

Contacted the customer service but the issue is not resolved. Please advice what should I do. 

Moderator Edit: Personal info removed

[Ebojager]

Is the only way to get status on the refund to call and wait on hold? 

Just curious, I sent mine back on March 21st, so just curious how long it has been taking in the US ?

[i8ubfr]

Once processed they've told me 3-6 weeks after

[Lasery2k]

for me, this is the 6th week and no news at all. . .so fed up with this recall thingy from overseas.

[OwnTooManyBits]

@Ebojager 

My Time Line

March 6, Registered 1 Ionic received confirmation & discount codes

March 7, Registered 2 Ionics Recvd Confirm/Disc Codes

March 13, Registered 1 Ionic Recvd Confirm/Disc Codes

March 19, UPS delivered 3 Return Kits to my address from March 6 and March 7 registration

March 21, I Dropped off 3 Return Kit at UPS

March 24, UPS delivered 1 Return Kit to my address from March 13 registration

March 25, UPS  3 Returned Ionics were delivered to Indiana P.O. Box

April 12, Received 1 email that only 1 of my 3 Ionics has been verified and was being processed, 10 business days to receive payment via Paypal

I received 4 return kits, but only sent 3 back for the recall.

JUST IN @ 7:15 P.M. PST I received second email for another Ionic that has been verified and is being processed, so that is 2 out of 3.

[Ebojager]

Ya I kinda wish I would have just kept my ionic as I can’t find anything as unique as it was.

[Ogerli]

Hi there, the promo codes I received is working for the watch and the premium service but not for the band. I tried adding different type of bands but all doesn't work. Is it because the watch itself comes with a free band? I would think the promo code is for an additional band.

[Mandyllm]

@dra101gon Yes, I encountered the similar same issue as well and I have called the UK number which no one ever pick up. I contacted the local refund number and they said they can’t help because the refund is outsourced to a third party. 

Have you ever called the refund center?

[Saimung]

I am in Hong Kong too and I have the same experience like you. The Parknshop coupons can't be activated after days.