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.

[JamesAgi]

Got my refund but was on a prepaid virtual card which was not mentioned in the emails I received. Which have no clue if even possible to put on my card. Bit annoyed because the money they gave me is less than I paid for it and I can’t use it in general. I would very much like fitbit to send the money to my bank or to send me a check. 

[phinnc]

Whole process is a farce. 1 day short of 6 weeks, no refund yet but out of pocket as I purchased a new watch and then find out the refund will not actually go into my bank account where I paid for my new watch from. 

[SunriseRun498]

I already brought my new device! 🙈

[arvin130]

same been 6 weeks no update

Link one to your account, complete the process, it will be disabled and removed from your account, then link the next one to the same account

[Nunupop]

Do you still have copy of original email that didn’t say virtual debit card as I thought the same.

Sent from my iPhone

[SunriseRun498]

It didn’t specify virtual debit card! Still have the email, just says master card!  Wish I’d not brought another Fitbit now! The customer service is appalling 

[Run7]

How to get the refund as a European? I'm from Estonia and I chose the debit card/Mastercard option. Now I got an email saying to register and to enter my card code. In my country, we don't have this kind of code on our cards. So how to get the refund?

[JamesAgi]

 I do yes, kept it just in case. I didn’t want to buy another fitbit but needed the money since I bought it with my money I should get the money back in general not just for fitbit. That is how they get you. It also I believe has an expiry date. Trying to find a way to transfer somehow but came up empty. 

[DrKing]

But I’m having issue with the second Device, the battery isn’t functioning it can’t turn on to sync given the battery is faulty 
what am I going to do now?


Sent from Yahoo Mail for iPhone

[phinnc]

The  virtual cards  can only be used on.line and not at in person stores. Would have used for my weekly shopping but not even an option. Totally disgusted by the whole scenario and the lack of customer service. Never again, should have learned my lesson years ago.

[JamesAgi]

It’s awful because with how everything is the money we got back is quite a bit of money that could help us out in our day to day lives but no any minimal amount would mean you may not buy there products and they can’t have that. 

Moderator Edit: word choice

[Jimnamechui]

Anybody tried to register in past 2 days and getting an error "Reference code not found".

I have tried several times and still same message is coming up. 

[prost22]

I don't know what is happening in your case. But in my case, I got the notice of the recall and the heavy discount for buying a new one. I ordered a new one, a Sense, and waited until I got it before I proceeded. So my Ionic was still working, synching, etc., even though Fitbit said "stop using it." It wasn't causing any problems, so I used it for a few days (Mid March 2022). Once the Sense came, I tried synching it, the Ionic was disabled at the same time, and Sense was up and running; all my walking history from the Ionic was kept. A few days later, I received a mailer to return my Ionic. A couple of weeks later, I got an email from hawkmarketplace.com that promised my $299 virtual prepaid card. I am having trouble figuring out if the email is legitimate, and have received 2 different answers from Fitbit support.

Moderator Edit: Formatting

[prost22]

I don't know what yours did, but when I used the 'code site,' the 40% discount was automatically taken care of when I went to go pay. With the regular site, I needed to add a coupon/discount code (which was in the email from Fitbit).

[phinnc]

Does the virtual Mastercard have to be used at Fitbit or can be used at any online retailer as a method of payment?

[AitchM]

Hi ya,
Just got a support emailing stating higher people would disable, I sent
them model/serial # and they said it would take 6 wks.
Hope this helps. I would confirm with support.
Aitch

[AitchM]

Not sure, have not got that far in process.

[katefar]

I’ve been waiting 6 weeks without a refund. Can’t get any information out of anyone. Each time I ring I’m told something different. Very disappointed having paid £200 plus for a device to now have it not working for over 6 weeks and no real

support from Fitbit 

[Chillbo]

What did customer service say to you?

I have had 2 tell me my refund status is showing failed but they dont know what it means.

One said my refund is processed and i should have the email for prepaid card

One said my refund isn't processed yet and i should wait the full 3 to 6 weeks, even though the 6 weeks have passed.

I was also told 1 week a go that a case was raised to fix the "failed status" issue with my refund. One week on and still nothing.

[Gillie80]

Hi all. I don't know if this has been addressed, I've gone a bit cross-eyed trawling through all the messages. I got my discount code fine, new sense arrived, all is well on that front. I got my so called 'refund' in the form of an online prepaid Mastercard. However when I tried to use it on Amazon it didn't recognize the card. Has anyone in the UK managed to use their card to pay for anything yet? This feels very much like a rip off