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.

[TomDuke]

@OwnTooManyBits - Hi, to answer your questions:

1.) No, I have not received email verification from Sedgwick that my third Ionic has been processed yet.  Next Tuesday the 26th marks 6 weeks from when it was delivered and if I don't hear anything I'll be calling the Fitbit Ionic Recall line for assistance.  As an aside I have not gotten my money back for the second Ionic yet and I was notified on the 13th.  It only took 5 business days for me to get my rebate via PayPal for the first one.  Again, all three were delivered on March 14th and 15th.  

2.) No I did not try to synch the brand new (backup) Ionic that I had before sending it into Sedgwick. I had a dead one too that couldn't be synched and the only one that was synched to my account was the one that I was using.  Fitbit chat assured me that all three were eligible for rebate.  The synch requirement only appears to apply to overseas users since they are not required to physically send their wearable in for the rebate.  Good luck.

[0hwell]

Just received my Virtual Mastercard, glad the wait is over.

[OwnTooManyBits]

@TomDuke  Thank you for your reply. I received verification and refund info email on the 12th of April, so I was hoping it would be 5 business days as well. 

[TomDuke]

@OwnTooManyBits - You're welcome.  There's no rhyme nor reason as to how this process works apparently.  I know of at least two other users who posted here that started the recall on day one like I did, sent their Ionic(s) back when I did, had them delivered the same date as mine, and received email confirmation before I did and got their money before I did.  There was one user here who said their Ionic wasn't delivered to Sedgwick until Mar 22d and they got their money a week later before the end of the month!  

I have no idea of the actual set up but in my mind's eye I see some giant warehouse on the outskirts of Indianapolis where UPS trucks dump piles of return kit boxes on the floor and some low-wage gig workers just pull from the top of the constantly growing mountain opening boxes and checking to see if the Ionic is the right model number or whatever and then fat fingering the information into some software program that generates the email and eventually your payment.  Getting yours returned early might actually be a negative since it's probably at the bottom of a mound of these things with more and more being added to the top each day.  Then again I might be totally wrong and the whole thing is being handled by sentient robots.    I just saw that @0hwell just got their virtual Mastercard payment and they have been at this about as long as I have.  So hang in there, there is hope.

[temprand]

The email does not look genuine so I am hoping that a fitbit employee can confirm if this is genuine

[DaveN.]

FINALLY! I returned 2 Ionics on March 9th. I received the 1st "virtual mastercard" email on 3/31/22 and spent it down to $00.22. I received the 2nd virtual mastercard email today, set it up and made a small Amazon purchase on it which went through without a problem. Although extremely aggravating, Fitbit actually -did- have my refund to me within the 6 week time period. Moral of story: Hang in there. Whew! 

[RJCYCLE]

I received an email for prepaid card for Ionic recall. I activated card and then went to "MYPREPAIDCENTER and guess what! NO CARD!!

Is this a scam?

Anyone else have this issue?

[Hammeroo]

@temprand  Genuine or not, I see it has been taken down already, as has your copy. Not surprised!  

[ahbui81]

hi @YojanaFitbit,

The problem is no one reply my email at all. I already emailing few times to fitbitionicrecall@sedgwickbp.com but no response at all. Not even an acknowledgement on email.

You teach me how to reach your team even they didn't response on my email??

[apiwat.mo]

Until today nothing happened. I called to hotline and no one answered.

[TonyCampos]

but we need to reconnect our Ionics to be able to complete the recall procedure... We are unable to reconnect since we are unable to see the pair code on the black screen... Fitbit wants me to "show them the box" after 3 years... or the receipt, that I don't have anymore as well.. 

FItbit Response: "After reviewing your case, we can’t verify that you have an Ionic device. If you can provide us with a receipt or its original box that includes the serial number to identify the device, we'll investigate further." .... What am I holding ans sending you pictures of? An elephant?

What a shame... what a sham.... 

Moderator edit: all-caps

[Saimung]

Any progress up till now regarding the ParknShop coupons?

[Just_inin]

Got coupon to redeem for Fitbit Ionic Recall. Opted Google play assuming it's linked with Google Pay. Redeemed one of the 15 coupon provided. And I am not able to withdraw. The redemption of these Google play coupon are not allowed in my country. I m not able to buy another Fitbit device due to this reason. The Google play balance offered is zero value for me as I can not buy. Call centers is of no use like toothless given a carrot which they can not chew.The third party app offers some help, but they are not as safe as Google Pay and also there fees are like 40% of the amount. This is ransom.  This is sort of Global warming situation. Every one knows the issue, none are willing to act. Niether Fitbit nor Google play or sedgwick is listening. Few of the users have same issue. I suggest Fitbit to provide a feature to buy their device from there app using Google play payments or exchange the offered coupon as amazon balance. 

My health activity is walk only, i lost my walking companion. Missing walk also.  I just need another fitness device in exchange for recalled IONIC. Hope you will understand issue and respond positively.

Moderator Edit: Formatting

[BonnyJ]

Yes that is correct I'm in the UK. I have recieved my refund but Fitbit only required the sync to be disabled and did not want to take the watch for recycling, which if you think about it is a bit silly as they know it's a risk and I still have it on my arm counting my steps and tracking my runs 🤷

Moderator Edit: Word choice

[SunriseRun498]

Recieved email this morning, wait 3-6 weeks and call the call centre! I’ve
waited 7 weeks and the call centre is ridiculous and says I must wait
another week and a half, then call them again

[kpriyada]

What can fitbit do when you are still using it 😂 Recycling should be your responsibility,

[OwnTooManyBits]

I am located in the USA, sent in (3) Ionic devices and all were received by Sedgwick on March 25th. On April 12th I received verification emails confirming (2) of my devices. I still have not received a refund for either. On April 20th after midnight, I received a verification email confirming my third device. I started the registration process on March 7th, so it is closing in on 7 weeks. 

[BonnyJ]

Surely it is better if they can recycle them on masse and recover the materials from it? I'm unsure my local recycling center will take it

[Khaled-TN]

Unfortunatly theire is no way...
Further more if you rest your ionic
it will be unsuble...
I am in your case ...While Waiting the long refund process i am usine my
désynchronizited ionic with à wrong time 😞

[TomDuke]

@OwnTooManyBits - Congratulations on getting #3 confirmation. Yours were received ten days after mine and I'm still waiting for email confirmation for my third Ionic. At least I got the refund for one and am hoping to get #2 payment any day now. Hope you see some cash very soon.