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.

[Alikolbe]

Finally got my refund, went in and ordered replacements,  said up to 5 free bands with purchases, allowed up to 5 fitbits at discount.  Ordered 3, only allowed me to order 1 Xtra band for free. Why would they send an email saying you can get up to 5 free and they only allow one?

[Matt_777]

I own a sporting goods store where I sell Fitbit. I had about 30 Fitbit Ionic that I'd like to send back to Fitbit to take advantage of the recall; however, after I registered for 5 devices, I couldn't do it anymore. That website said the address had been used to register for 5 devices and asked me to contact support.

I've been contacting support regarding the issue many times but they just can't give the right instruction.

What I tried so far:

Clear browser's cache and cookies.

Change a different browser

Nothing worked!

Please advise.

[davelord1974]

I have the same problem can’t connect my ionic to account!!sent them pictures of my watch(which is date stamped)and haven’t had any response in 2 weeks but just phoned the English helpline and they have told me there getting the higher team to look at my case and get in touch with me soon

[Jimnamechui]

Anybody received the refund through Paypal in last 2 days?

[Btsupgo]

We got my refund , went to fit bit store bought new versa 3 and extra band had a little left over . Should of got overnight shipping with the rest of the money 🤦‍:male_sign: Then wouldn’t have to worry about the money. Lol

Sent from my iPhone

[nuprotocol]

Last week's payment came through after 5:20pm est. I'm hoping the same for this week's. 

[OwnTooManyBits]

@nuprotocol 

I received (2) emails on the 12th to expect payment within 10 business days.  Yesterday was the 6th business day for me and no payment. I received another email for a third device this morning, so they may send all 3 payments at the same time

[Jimmyd123b]

I've had exactly the same problem - for 7 weeks now!

[Shabzk18]

I got email on Mar 23 that the refund will be processed in 10 business days but have not received yet... I called last week and they sent my case to the escalation team and have not heard back since. 

[OwnTooManyBits]

@Shabzk18 

Was your refund payment coming  through Paypal or a Virtual Master Card? I chose Paypal as my account has been active for over 20 years

[AitchM]

Mine was sitting in e-waste for a year waiting to be recycled. Fortunately
I always keep org box. Mine too would not connect but because of the box. I
am in the cue waiting.
Preach, so frustrating. When mine died I was told, they could not do
anything. Why can't the tech gods figure it out or perhaps accept a bill
of sale?

[OSteve]

So my Sense Sapphire/Fog Grey Sports band ordered 12 March that was on back-order to ship by 29 April shipped today so I should have it by the weekend. With the Sense and Paypal refund already received I'll then be outta here. I do commiserate with all those still waiting to get their orders in and receive the refunds but hang on in there, you'll get there in the end.

[Socrjul]

I can't believe it took Fitbit so long to do something about this when I had to call customer support so many times about this issue and they wouldn't refund or return my device. I had that stupid bricked device sitting around for years before I recycled. I'm returning the original box, band, and receipt and we'll see what they say. I'll say it again, terrible customer service at the time.

Moderator edit: word choice

[ionicblues]

After applying for a refund I received a reference number and then some weeks later received an email with a link to receive my refund. The link in the second email does not work. In fact it is not a link at all but some underlined text acting as a link. I am left wondering if Fitbit is interested in this recall or not?

[Jimnamechui]

@ionicblues Are you getting an error message like "Reference code not found"

[aariesen]

Hi, 

Yes I am in Thailand also, received the vouchers just like you and I have also been unable to activate them in any way shape or form for the last 20 days. 

I also contacted the fitbit chat who instructed me to call the fitbit ionic recall hot line (location is in the UK). After calling them 3x and constantly being hung up on after they put me on hold for a few minutes, I was finally able to get customer service on the line. They informed me they can do nothing and I was to send an email to the company issuing the payments customer.services@b4bpayments.com. I emailed this company regarding the issue and they have not responded to me in any way. 

At this time I have little hope of seeing a refund and I regret already throwing the iconic away. Mine worked perfectly and now I have nothing. 

[SleepyxEquus]

They received my two on 03/25 and processed one for payment and I received that and have yet to get any info on my second one. Both were set up on their own accounts and both where part of their refund issued ones. Ugh, I might have to call them tomorrow and find out why that one it taking a long time. 

[ionicblues]

No error message as the link is not actually a link (just underlined and bold). Had a look at the source code of the email and there is no linking.

[cchow]

Dear sir

To whom this may concern,

I have already finish the recall process since 8 March 65. On 1april 65, I receive the email, heading "fitbit ionic refund update" that say "

This payment represents your refund regarding your Fitbit Ionic device.

LAZADA ฿500 

LAZADA ฿1,500 

LAZADA ฿1,500 

LAZADA ฿1,500 

LAZADA ฿1,500 

LAZADA ฿1,500 

LAZADA ฿1,500 

An inactivity fee may apply. Please read the terms of use upon activation.".

I have tried so many times since 1 April 65. But it still shown "Your gift card is on its way, please allow up to 24 hours.". Even though in fact this has been 20 days/480 hours already. What should I do with this? The support is very limited.

[KiwiDes]

I met an older person today who was wearing an Ionic. She had no idea the Ionic might burn her wrist and did not know there is a recall.  I have suggested she goes on the Fitbit app and contact Fitbit and also check her junk mail for the notification email.  My question is.  Does Fitbit record through the App that an ionic is in use? If so then they should resend the recall notification email or get their agent to resend it.

Moderator Edit: Clarified subject