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.

[Jfitman]

I have a reference # and I am not sure why this takes 6 weeks to refund a person?   I have been without my Ionic now since March 26th  has anyone gotten a refund yet?  And how much are we getting? and when?

[M_slinger]

I’m in the UK

Sent from my iPad

[Vixunimpressed]

Me too

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Fitbit are you going to make any comments about not refunding people at 8 weeks 

[Ricomon]

I called the Fitbit Ionic recall hotline on Sunday. I spoke with Anita, who was very nice btw, and gave her my reference number and she told me that it was received and in processing and I should see my refund in Paypal mid May. This was the second Ionic that I sent in after I bought a Sense off the discounted site. I had received a refund for the first Ionic on Saturday. I had registered for the recall on 3/3. I had bought my first Ionic when they first came out 5 years ago. It bricked after 2 years and was sent a replacement at no charge. I think I received back the money I spent on it in a use perspective, besides it bricking on me it did everything I needed it to do. People on here are acting like petulant children wanting their refunds now now now. Remember there were over a million of these units sold throughout the world, yours was not the only one. Be patient, they're working as best as they can.

[SunsetRunner]

Possibly the worst recall experience ever. I registered on the 3 march and only got my discount code now. Still waiting for this refund which is way out of the timeframe specified. It said 6 weeks and it has now been 8. have called multiple times and been advised that it’s “coming” but they refuse to give a timeframe. Absolutely disgraceful service and someone actually closed a web chat on me cos they could not be bothered even answering any questions. 

[YojanaFitbit]

Hi everyone.

We really appreciate all your reports and feedback about this process.

If you already have a case open with our support team, please keep communication open with them since this is the best way to receive a response to your inquiry. We appreciate your patience as our team responds. Please note that a support case via email is the best way to reach resolution when troubleshooting any technical issue. Thank you for sharing your comments with us and please know your feedback won't be unnoticed.

To learn more about the Ionic recall and how to get your refund, visit our webpage at help.fitbit.com/ionic.

Please note, we ask that posts stay relevant to the thread's subject, be productive, and follow our Community Guidelines.

Thank you for your cooperation in keeping this a welcoming and constructive place for all members.

[SunsetRunner]

Same in Australia they don’t care and just brush you off. They just tell you to wait. I’m at 8 weeks since I registered and the agreement was 6.
As far as I’m concerned I entered into a binding agreement with them to deactivate my Fitbit and not use it and they give me a refund within six weeks and they have not held up their end of the bargain!

[phinnc]

It is worth noting that I was directed to this forum to raise my complaints and grievances. This was by the Support Team so you can imagine how frustrating.  The process has been awful and it seems there is no way to complain. We have not been told the truth, cannot get through on the phone and never get responses to emails. Whilst your advice seems appropriate in practice this does not work.

Moderator Edit: Word choice

[lmrshall]

I would like my Ionic to be reactivated please... If you guys are just going to go silent and not issue refunds to half your customers who chose to desync the least you could do is give us access to our devices again.

[NJR1]

I totally agree, I had my Fitbit for 5 years, walked 4,300 miles, never had my wrist burned. It’s ridiculous how long it is taking to get our refund. Worst recall every! Watch, the do nothing monitor on this website.

Sent from Mail for Windows

Moderator edit: word choice

[ParasM]

It's already more than 6 weeks that I have registered for ionic refund.  But not received  yet.

Where can I get the update. Your customer care phone is not reachable and your support staff doesn't have any info of refund. Such a pathetic service

[SunsetRunner]

After I verified my account I have heard nothing a bit worried that it hasn’t gone through 

[andym78]

I received an email from sedgwick.com saying step 1 completed and when i continued to the next steps it desynced and removed the ionic from my account. I now have no fitbit and trying to find out what i'm supposed todo now. I was expecting some form of mail to say all steps completed and refund and discount code will be with you soon!! not sure to hold on for another fitbit or just buy something else

[OCJ]

Have you had any trouble using the virtual card - had an issue asking for code at time of purchase -  not sure I missed something at setup?

[jguzman79]

How did you get your discount code? I have my refund, but interested in purchasing my new fitbit producto. Thank you!

[SunsetRunner]

Hi, anyone having issues with the Ionic refund? Received an email with no links/code to use the funds. Every time I contact customer care, I am told 1) issue will be escalated, or 2) to wait for another email with a link/code, and on the last call 3) I was told to contact payments team, since there was an issue with the refund email. Not too sure which team to contact. It’s been almost 2 months since I registered for the refund. 

[Lizstang]

Good luck, there are so many of us that haven't received the refund. I am very much done with Fitbit.

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I am not buying your story, there isn't a two year warranty on ANY of their products! 

Moderator edit: format

[Shauna4467]

I went through the process of registering for the refund on March 8th (in Australia).  I received the confirmation email and the discount code and was told refund would be sent within 3 - 6 weeks.  To date I have received nothing and it now over 7 weeks.  Called the refund centre after 6 weeks and was told they would escalate and to wait another week.  Called again today and told there is already an escalation on my registration, nothing more they can do and I need to wait for an email from FitBit.  When asked when I would receive an email told not able to tell me I just have to wait. When I said I wanted the refund so I could use it in conjunction with the discount before it expires I was told I could just use the discount now to buy a new device and wait for the refund to come later. Have a feeling the refund won't be forthcoming - just dangled it out there to try and get you to use the discount and buy a new device.  Very disappointed in the way this has been handled and I won't be getting another FitBit unless I get the promised refund and I can use it and the discount for the purchase.

[ParasM]

Yes , this is a pathetic service from fitbit and Google.

I am not even able to call the service centre as it's an ISD number

[jguzman79]

i havent received a discount code! i hope i can use them both at the same
time.

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