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.

[Nathan1970]

I also received an email that my Ionic was processed and I would receive my refund within 10 business days. 

[SleepyxEquus]

I received one of the two refunds I am owed today.

kind of odd that both where shipped and received at the same time..yet they only gave me one of the $299. Instead of both of them at the same time..I called and it was confirmed they had both of them in hand. 

[TomDuke]

I just received notification from PayPal that one of my three refunds has finally been paid!  I got the email from Sedgwick on 6 April so it took 5 business days and not the 10 stated in the message.  This morning I had another email saying my second device had been processed and I'm waiting for that money to flow to my account, probably next week at this rate.  I still have one more to go but am optimistic.  All three devices were delivered on 14 and 15 March so this is well within the 3-6 week window that was specified by Fitbit when I registered my Ionics. 

Hang in there people; it takes time but the process appears to be working.  I understand the frustration of the overseas owners who didn't have to physically send their Ionic back; it would seem that the refund process should be moving much faster than what many have been sharing here.  

[nuprotocol]

Same with me. I received an email on April 6th that 1 of 2 of my devices has been processed and refund within 10 business days. Today is the 5th business day I finally received a refund. 

I received an email earlier this morning that my second device is now in the refund stage which should mean that I get the refund next Wed, 5 business days from the email notifying of the processed device. I'm in the US and mailed both devices 1st and 2nd week of March. I agree, hang in there. 

[SunsetRunner]

@MAGIX , still waiting along with many others…

[Crinalexa5]

Hello dear Fitbit. It’s been 6 week since I finalised registration for my Ionic and I didn’t received the discount or my refund. I contacted you on the  dedicated phone numbers and all of your employees refused to help me out with this situation. What I can say is that I will never purchase nothing from Fitbit again.

Moderator edit: format

[Crinalexa5]

Yes. I didn’t received the discount or the refund not even after 6 weeks. 

[Dkovacik]

Just to share my personal experience with the refund process.

I’m from the US.

March 4, 2022 - Registered for the recall

March 10, 2022 - Got the return kit

March 11, 2022 - Sent return kit back to fitbit

March 22, 2022 - UPS confirmed kit was delivered to PLAINFIELD, IN US

April 6, 2022 - Fitbit email received cofirming my device was received and to wait 10 business days for refund.

April 13, 2022 - Refund received through paypal for $299, of which I transferred successfully to my personal bank account. 

While waiting I did not bother to use the discount code or purchase another fitbit. 

Hope my timeline helps! Wish y’all get your refund too.

[ahbui81]

Hi @dra101gon ,

I also received same vouchers. I was quite unhappy that Fitbit refund me in Grabfood Voucher. This vouchers only can use for ordering food thru Grabs. It can't be refund in cash and non-transferable. Another thing is RM200 Voucher only can use in one single transaction. I didn't expected this is the kind of giftcards which Fitbit refund to us. 

I called to UK customer service, +44 20 8099 7960. They told me they will escalated this issue to their management. However, I haven't receive any following email on my complaint. Yesterday, I was wrote an email to fitbitionicrecall@sedgwickbp.com and they haven't reply on my email yet.

[johnzamper]

Good to see that you were successful getting your refund.

Here is my timeline

March 4, 2022 - Registered for the recall
April 13, 2022 - Still waiting for return kit

Anyone else there in a similar situation?

[OwnTooManyBits]

@johnzamper 

Register again for another kit

[VMMage]

Got my refund this evening, here's my timeline:

March 4: Received an email notifying me about the Ionic recall, registered my Ionic, received the two emails with my reference number and the codes for the discount website.
March 9: Ordered two Charge 5 discounted devices, 2 free sport bands and the 1 year Premium membership.
March 14: Called Fitbit Support about the Ionic return kit, as it did not arrive in 5 business days, got a case number, case pushed to the next support level.
March 16: Received the Ionic return kit via UPS.
March 17: Dropped the completed return kit at my local UPS Store.
March 21: UPS tracking indicated that the return kit was delivered to Sedgwick.
April 2: Received an email from Fitbit Support regarding my case from March 14.
April 4: Fitbit Support responded to my email question regarding my refund status, they said I needed to call the number listed at https://www.fitbitionic.expertinquiry.com/contact-us
April 6: Sedgwick sent my "we processed your return" e-mail.
April 13: USD 299 was added to my Paypal account.

So Fitbit managed to complete the process within the 6 week window.  Now I can be done with them.

[Tejasvi0]

Did you complete your KYC before receiving the payment, or did you receive it just by having an account with the same email address?

-----------

At what time did you call? Like did you match their time(UK) to call between 9am to 6pm?

[Carl_Eskdale]

Very disappointed in this ongoing refund process. I completed the process on the 4th March and still have not received my refund. My Ionic is deactivated and now about as much use as a chocolate fireguard.  Ironically my wife's Ionic was processed on the same day as mine and she not only got her refund but has been in receipt of her new watch for over 2 weeks now. I have been online and even eventually spoke to the refund people. Who yesterday said I have to wait another 2 days until 6 weeks is up this Friday. After that they will raise a query. Come on Fitbit get a grip and get me my refund!!!!!!!!!

[Mirellasjonnie]

I tried but I can’t get another because there is no watch anymore. It was formerly deactivated.

Verstuurd vanaf mijn iPad

[Nunupop]

It’s so frustrating I’ve never checked my emails so much as I have done in past 6 weeks waiting for refund to land

Sent from my iPhone

[Pommae]

Just to share my bad experience with refund process.

I'm in Thailand and I selected Lazada gift card for my refund.
The process looking great and I used discount coupon to buy my new Sense.
HOWEVER....

1 April - I received email showing 7 links to access to the refund coupons. All of the links were showing "Please wait 24 hours for the coupons"

12 April - All the coupons still showing same old message "Please wait 24 hours......", I decided to contact support.
- The agent (Mr.Glasford) escalated my problem to person in charge, and asked me to get contacted.

13 April (Today)- I checked ....5 coupons are active, but 2 coupons still showing same old message. I contacted support once again, now The agent just told me to call refund contact number for this problem.?????? (instead of internally check with their own team?)

I'm bit fed up now...Fitbit is playing ding and dong with the refund process.
Why didn't they just give the refund coupons straightaway? when I asked for it, they just "UNLOCKED" the coupons.
But not all of them are unlocked, they still keep 2 coupons inactive. 😞

Fitbit is not sincere to solve the problem.
I may just leave these 2 coupons (around $100) It's quite annoying to contact them again and again.
The process looking good but not smooth at all. If you receive your refund properly, congratulations!!

[DuggerGA]

Retuned my Ionic over a month ago, never received the discount email.  I've called, emailed, chatted and requested supervisor x3.  Has anyone had any success in getting this resolved???

[OwnTooManyBits]

@DuggerGA 

  When you received the registration confirmation email there should have been a link to access the Fitbit store. Once you on the site enter the 16-digit number that starts with 202203------------- and you will receive another email with the discount code.  

[Nunupop]

Never got a discount code with my registration

Sent from my iPhone