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.

[NeilFletch]

When you click on your attached link it just times out and does not work. Even tried on several browsers. 

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As discussed called them and got nowhere 

Moderator edit: format

[Jimnamechui]

@Lauraha04where did you purchase the watch? Also was there FB503 marking on back of your watch? 

[ShaunOR]

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@NeilFletch wrote:

When you click on your attached link it just times out and does not work. Even tried on several browsers. 

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I was going to suggest trying a different browser in case that made any difference. Hmmm. 

The link https://www.fitbitionic.expertinquiry.com/ is working fine at my end using the Chrome browser on my desktop.

Have you tried clearing your cache, cookies and browsing history from your browser in case that's having an effect?

Alternatively, try opening the browser in an incognito or private window and see if that makes any difference.

[Odyssey13]

@NeilFletch  the UK has a dedicated phone line for this recall. The numbers for all countries are listed in this article - click to go there.

[phinnc]

I have called this line several times and got no help whatsoever. So
disappointed in Fitbit and their handling of this issue

[Dew1500]

I got the notice and followed the instructions.

Their offer was to send me a gift card for $299 and give me 40% off on up to 5 devices. I took them up on the total offer.

What I got was an electronic gift car for $299. Not a real gift card. 

So I went to the special site and filled my cart with 5 devices. 2 senses and 3 charge 5s. Yes a large order and I was feeling good till checkout. I started putting in my gift card and it would not proceed. I assumed I could use that card and then add another for the balance.

NOT. I contacted customer service to fix the problem but was told I could not use 2 cards to pay for one order. So I asked how to use my card and was told to take it to the bank and deposit it and use my bank card for the purchase.

NOT. The bank said they needed a real card to swipe to make a deposit. Now think about it... You can't use this card against the mortgage, gas and electric or even at Walmart or any place else. So they gave me card I can't use. They will take their card only for a purchase of less then $299. They also only allow you to take 40% off a one time check out. So you can't make 2 checkouts. One for the gift card and one for the rest of your 5 devices in the offer. So this is a bogus offer.

After the first guy who said to deposit it in the bank. I called again and got someone who did not understand the problem or maybe it was my English. I asked for a supervisor. She put me on hold and hung up on me after 5 min.

I called again and started from the beginning. She passed me to a supervisor who I had to read the offer to her and email a copy to her.  She kicked it upstairs and I got an email saying I could not use 2 cards for one order and I can't get the 40% off on 2 orders. 

I call this false advertising.  They sure have a way if turning a good thing into a rip off. The least they could do is give me a second code to allow me to finish my order. What is wrong with these people? 

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If it was a real gift card. But it is a picture of a gift card that you can only use on line.

[Lauraha04]

I don’t even want a Fitbit at this point. Grrr

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It has been awful

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I’m in USA. No help there

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I don’t remember the backing. I think the watch came from Kohl’s

Moderator edit: format

[Atpk]

I proceeded Ionic refunding process in Thailand and after a while there is an email sending me Lazada E voucher as a refund. However, it has been more than a month and it is still unusable and asked me to wait for 24 hours which of course it is now much longer than 24 hours. 

I replied that e-voucher email and there has been no reply at all. 

I contacted Fitbit Help Chat, and still no response after waiting for weeks. 

is there anyone have the same problem? Any suggestion?

[ahbui81]

@NeilFletch I'm facing same problem. Been talk with them on Live Chat. Their staff advice me to call the another number due to they are not incharge of Ionic Refund issue. Been called them and they were playing ding dong with me. Writing email to them and they also didn't reply at all. There were no any acknowledgement at all on my emails.

@FitbitCommunity I never face this kind of customer service in my life. No matter how bad your customer service, please reply your consumers email. You just let your customer to wait your reply more than a week??!!! 

Although I already received their refund, however the refunds as in GrabFood vouchers as in USD299. This vouchers only able to use for ordering foods. Non-transferable, non-cash out or use on other purchase. My goodness sake!! Are you guys expecting me to having a Food Festival Party?? 

Really terrible and disappointed!!

[Ionic1704]

Hi all,

After 2 days and numerous tries, my Reference code finally worked. I was able to "Verify Account" and get past Step 2. However, am stuck in Step 3  "Disable Device Syncing". The error message I got was "Your Ionic isn't connected to your account". However, in Fitbit app, I am able to sync my steps. I have tried 1) Signing out and re-sign in again. 2) Pairing the Ionic to the app again. Still same error message. 

I have contacted online chat for help and was asked for "Could you please send a picture of the box or receipt showing the serial number ?"

As I do not have the box or receipt, am told to "Please visit http://fitbitionic.expertinquiry.com/contactus to find out how to contact them in your region via phone"

I do not want to incur the expensive phone charges. 

Anyone has similar problem of being stuck at this problem: "Your Ionic isn't connected to your account"?

[aisam]

I got discount codes after registration but only device code works. Band code and premium code has been applied but nothing changes. No free band and no free 12 months Premium. Anyone met the same experience?

[Uniqdeep]

I did the same thing😊. I have two reference codes now with me. But they promised to escalate the issue on first reference code. Lets see what happens.🤞

[Ronk82]

wanted to share this app that works for me. “Rebtel” basically it offer unlimited call to UK for a fee of $5 per mth. But it there is a free 1 week trial. I registered for it and called the helpline that fitbit provided. And was able to confirm that both my application for the refund is on the system and pending payout by this week. This really helps to clear lots of anxiety and guesswork. let keep my finger cross for the physical refund to be in. Singapore user by the way. 

[BonnyJ]

Hey everyone, I participated in the recall and although my sync is disabled my watch still seems to work with linked functionality. As it seems a total waste to throw a working watch in the trash can someone point me to a way to change the time on my device now that synx has been disabled and I cannot do it through the app? 

[ed421]

Anyone know who I can contact? I'm in Malaysia and my "refund" was a Food voucher that can only be used once. Fitbit and the voucher provider are just directing me to one another. 

[Khathu]

Hi

I am in South Africa. I have applied for my fitbit ionic refund and received a paypal payment some 4-5 weeks later which i could not claim. At the time my email could not be confirmed so the payment according to Paypal was returned into fitbit account. I have tried to call the number for Fitbit Refund +4402080997960 (over a number of days and at different times) and nothing happens i.e it doesn't ring or go to voice mail or anything - it just tries to dial and then goes dead without any sound. I have tried to reach out to customer care and they said i must call the same number that i told them doesnt work. How am i supposed to reach out if given a number that doesn't work, i did buy this fitbit with my money and the least fitbit can do is make it easy for me to get my refund.

Has anyone succeeded in contacting refund centre from SA?

[Chillbo]

Drop the first 0 after +44

So its +44208

[Bouchie001]

Has anyone received a refund for their Fitbit Ionic yet I am still waiting and notified them on the 3/3/2022 and haven’t been contacted at all! Bouchie 001

[Moi-88Mill]

hi Bouchie001 

same here, I registered on 4th March received one email, still waiting my second email with my discount code, rang helpline on 6th April to be told my case was being escalated, still heard nothing rang again on 13th same story and surprise surprise have still heard nothing. Joke 

[SunsetRunner]

Hi

I have had my fitbit ionic refunded, all went OK, it was refunded through paypal but I have recieved an email from the people who handle the fitbit recall (not fitbit) saying I need to accept the refund through PayPal, I though I had! Well the money is used up.....! Can any one help? I have logged into PayPal on its main sight and there is no accept button by the transaction