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.

[AntJ]

Yeap, contacted fitbit on chatline, customer service and inonic help line. All say it should be reset within 72 hours, but never is. Being going on for over two weeks!

Looks like Fitbit will lose a sale for two new watches as if not resolved by this weekend will purchase Samsung Galaxy watch instead.

[Denma]

Hi,

Anybody else struggle with the refund through PayPal? I received the refund confirmation from fitbit on 30 March 2022, but still no refund. I verified my account and done all the necessary steps that were required.

[SunsetRunner]

Anyone else awaiting their elusive refund email (7 weeks for me on Friday!) think it’s an insult receiving the Fitbit advertising emails telling you about their special offers or ‘receive 50% off a new Fitbit’. I’d love 50% off a new Fitbit but Jeezo, at least send me the refund before you attempt to rip me off for more of my hard earned money! 

[ShaunOR]

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@SunsetRunner wrote:

Anyone else awaiting their elusive refund email (7 weeks for me on Friday!) think it’s an insult receiving the Fitbit advertising emails telling you about their special offers or ‘receive 50% off a new Fitbit’. I’d love 50% off a new Fitbit but Jeezo, at least send me the refund before you attempt to rip me off for more of my hard earned money! 

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Has your Ionic been deactivated from the Fitbit app yet?

[Odyssey13]

Hi @KiwiDes  have your friend go to this link https://help.fitbit.com/en_US/ionic.htm  

There are dedicated phone lines set up for Ionic users, so this might be the best way to help your friend.

[FitbitUser1511]

Recommend you use another her address to register each additional 5

[Jsukyn]

Still waiting for my refund now it's also over 7 weeks!

Called them and been told my refund failed, but they didn't know why, so passed my info to the refund team. Waited for days, nothing happened, then called again multiple times, being told the same thing "we'll pass your info to the refund team". Any idea what next we can do?

[Mirellasjonnie]

Keep calling. I am doing the same. No solution still, but ….

Verstuurd vanaf mijn iPad

[Podenco]

I went through the recall and refund procedure without any problem. I opted for virtual Mastercard. With the refund and the 40% discount I bought a Versa 3 for myself, a Charge 5 for my wife with an extra band. The rest of the money I spent on Amazon. Then I called b4b Payments and had the card cancelled. No problems at all.

Thanks Fitbit for the generous refund/ discount!

[Kop786]

I’m in the same boat. Seven weeks on and still diddly squat!

[Jsukyn]

Thanks! Good to know I'm not alone in this.

I've tried to tweet them, also look into making a formal complaint

[Red5ive]

Got my discount codes a while back but was waiting to get the money through, which has just happened on the virtual credit card so I hopped onto the Fitbit UK ionic upgrade store, as linked too in my discount code email.
Once there I see that it's showing a sale price for Versa 3 and Charge 5 but the Fitbit Sense is showing full price, as well as most of the band accessories and Fitbit premium subscription.

Even after inputting my discount code (which is said 'Promo success' the prices did not change. It's even charging me for expedited postage which, again is supposed to be free!

I tried Live support who said it must just be a glitch and to go ahead with the purchase and if I was charged the full amount to contact them again but, right up to the confirm payment stage it was still showing a total due of £338.47. I thought I would risk putting it through via PayPal but even that failed with an error.

Anyone else experience this with the UK discount store? Seems a total mess to me!
Anyone been able to purchase a Sense, band and sub for the correct price?

[ShaunOR]

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@Red5ive wrote:

Got my discount codes a while back but was waiting to get the money through, which has just happened on the virtual credit card so I hopped onto the Fitbit UK ionic upgrade store, as linked too in my discount code email.
Once there I see that it's showing a sale price for Versa 3 and Charge 5 but the Fitbit Sense is showing full price, as well as most of the band accessories and Fitbit premium subscription.

Even after inputting my discount code (which is said 'Promo success' the prices did not change. It's even charging me for expedited postage which, again is supposed to be free!

I tried Live support who said it must just be a glitch and to go ahead with the purchase and if I was charged the full amount to contact them again but, right up to the confirm payment stage it was still showing a total due of £338.47. I thought I would risk putting it through via PayPal but even that failed with an error.

Anyone else experience this with the UK discount store? Seems a total mess to me!
Anyone been able to purchase a Sense, band and sub for the correct price?

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I was able to purchase the Sense at a 40% discount, order a free band and get a free year of premium but I ordered back in March. The promo code for the free expedited shipping didn't work at that time, so I chose the standard shipping which was free. The access code I used reduced the price of the Sense to £168.00 and gave a free band and free year of premium. Are you accessing the store for the Ionic Upgrade Offer at https://www.fitbit.com/global/uk/store/ionicupgrade/welcome rather than via the normal Fitbit store?

[SunsetRunner]

No mine is STILL connected and each time I’ve called I’ve mentioned it to them. This whole procedure is becoming a joke

[Red5ive]

Hi Shaun, yep the upgrade offer store. Just not showing any discount for the Sense, bands or sub.

[ShaunOR]

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@SunsetRunner wrote:

No mine is STILL connected and each time I’ve called I’ve mentioned it to them. This whole procedure is becoming a joke

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My main Ionic got desynced the same day I requested the refund and I received my refund payment via PayPal for that one in around 4 weeks. I have another Ionic that I registered for the refund weeks ago and it's still not been desynced from my account yet. I don't think that the refund timeline  of 3-6 weeks starts ticking until the Ionic is actually desynced from the Fitbit app. I could be wrong on that though. What a mess!

[ShaunOR]

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@Red5ive wrote:

Hi Shaun, yep the upgrade offer store. Just not showing any discount for the Sense, bands or sub.

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Hmm. I'm not sure what's happening there then. Sorry!

[Kcti]

Same!!! I keep having to charge the watch because it's been so long. They don't even respond to my emails. It's so frustrating!

[colleen5418]

does the swelling go down or is the fitbit junk?

[Hashknife]

I have finally received my $299 refund for my Ionic. It has taken about 7 weeks. The recall store is out of the Sense color and sport band color that I want to purchase.  May I please use the recall promo code in the regular Fitbit store and have the discounted price and free band and subscription to the  Fitbit Premium applied?  I have had no success receiving an answer via telephone to the recall.telephone number or support number.  No one seems to know when the recall store will receive more product.  Am told to check back often which seems very time consuming.  The regular store site has the products.