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.

[Ebojager]

 I’m  not at the 6 weeks yet I think I’ll give it another week and see first , maybe. I just couldn’t remember what the time frame was they were suggesting.

[Saimung]

I am in Hong Kong and I have the same problem. The coupons can't be activated after days though it say 24 hours.

[JamesAgi]

I got told to refund my fitbit and got an email to register after an email saying you will get an email for PayPal, debt card and the refund was done virtually. Even though it said debt card tried ringing them and they said it was only virtually even though it said in my first email that it would be in my debit card. So irritated by it. 

[Mandyllm]

@Saimung Have you ever call the refund center as we may need to raise the issue in HK for them to know as well. Maybe good idea to ask them to provide a case number to you so we have the evidence that we called as well.

I have called the Hk refund center and the UK center. It seems both parties don’t want to take responsibilities. The UK line just asked me to call back to the Hk one at 3701 1249. 

I will keep you posted if I have any progress.

[Ogerli]

Can I know whether you got a discount also on the additional bands you bought? Because I added on a band and the promo code didn't work.

[dsrahul]

Hi Vineeth, any luck on the re-initiation? I also got a mail saying that the matter has been escalated, but haven't received any updated yet.

[ahbui81]

Hi Fitbit team,

I already called your team twice on last 2 days on this number;  +44 20 8099 7960 to make a complaint.  However, I still haven't received any following email on my complaint issue.

It's regarding on the refund for my Ionic. I already received the refund on Monday on total RM1250. However, the refunds I received are in GrabFood voucher which only applicable for order food thru Grab apps. This voucher can't be refund in cash and non-transferable.  Please advice me how to use this kind of voucher. Are your company Fitbit expected me to having a food festival party??

I would not accept this kind of refund!!!

[VineethV]

@dsrahul. I didn’t get the mail about escalating the issue. Just that over
the phone the support agent told he escalated the matter. And so far no
update and no progress. Not sure if anything is happening in the
background. Will wait for a week and contact them again. Atleast he
confirmed that refund is still due. Before talking to him, that was also
not clear to me. --
Thanks and Regards
VV

[livinginanut]

I've just realised that this Friday it will be 6 weeks since I registered for the refund. No sign of it, via Paypal!

Somehow, I'm not holding out hope that it'll miraculously come through right at the end of the given time period, seeing as this whole thing seems botched.

I'm in Ireland, contacted the online chat a few times and was told to "wait" or call the UK number which I did not because it would cost so much and also reading that many of you haven't had success after spending so much on the call.

Anyone else in my position?

[Nunupop]

Yes same position don’t think it’s going to come by Friday either I never got any discount codes either. Also been told to “ be patient “

Sent from my iPhone

[dsrahul]

Thanks Vineeth.

Btw, I called the India helpline (number ending with 0343). I was told that multiple instances of this Paypal kyc issue has been reported, and Fitbit will automatically re-process the payment 14days after the initial payment attempt.

Let's see now.

[MAGIX]

Hello to the community ! 

Following the recall for the Ionic watches, I did the process and bought a new watch but I am still waiting for the refund for the Ionic (I asked for refund via Paypal and provided email for my account) 

Does anybody is sitll waiting for the refund ? how long did it take you ? 

Thanks a lot and great day 

[Kitty6]

I have registered and got my reference number BUT that's it. It's been 6 weeks and I haven't received a refund or discount codes. My watch was disconnected from account in 7 days but I have not seen any refund so i can replace it 😞 

[DJ_Sweaty]

Hi,

Requested 11th March, got the refund yesterday, so a smidge over a month.

[MAGIX]

Thank you ! I'll have to be a little patient then !😊

[Odyssey13]

Hi @JamesAgi  the original post in this thread was from 2016 and for a Charge HR and the last post before your own was October of 2020. You sent for a refund of what device?

[Mirellasjonnie]

Yesterday I received the email with the details for the refund. I had to register, choose a username and a password. After that I got the question to log in. I did so and I got the message that the username/password didn’t match. I pressed the button ‘forgotten password/username’. Then I would get the codes in my mailbox. Nothing happened and now I can’t go any further. 
What should I do next? 

[itseaya1]

I just got the email from fitbit that they have received one of my watches and now they will start processing it.  Should take about 10 more days to get into my paypal account.  I mailed our fitbits back around March 10th

[Ricomon]

Checked my email this morning and was sent a a notification that my Ionic was received and that my refund will be sent to my Paypal within 10 days. I'm not sure which one this is since I sent in 2 devices, one that was received by Sedgewick on 3/22 and the other just last week. I'm in the U.S.

[TomDuke]

@Ricomon - Congratulations.  When I got up this morning I saw that I received email from Sedgwick that one of my three Ionics that I sent in was processed and that I would receive my refund in 10 business days.  This is the second device that has gone through now and I have one remaining; they were all sent on 10 March, and one was received 14 March and the other two 15 March (for one of them UPS tracking showed it was stalled in Plainfield, IN but when I called the recall line they confirmed that all had been delivered and that Plainfield on the outskirts of Indianapolis is where the Sedgwick operation is located). 

As yet I have not received any money but the 10 business days for the first one won't be until 20 April.  There doesn't appear to be any correlation to when you sent the Ionic in, when it was received, or when you'll get the confirmation email and eventually your money.  There are at least two other users who have been posting here that started their recall the same time as I did and they have both gotten their money already.  Go figure.