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.

[ChelleRD]

Agree!  I had held on to mine for probably two years because it didn't work.  It just died one day and wouldn't charge.  I tried everything.  I had all kinds of bands to go with it.  Decided it was taking up space and so I got rid of all the accessories and sent with electronic recycling I had.  

[KevinG60]

Hi Keith
Is this a UK number
Can you re-send me your post please
Many Thanks
Kevin

[RedwayTony]

I have always been an advocate for Fitbit's excellent customer support since first buying a Fitbit HR a long time ago, but am incredibly frustrated at how difficult it is to get this product recall refund.

I have registered etc & the last step of the process says to synchronise the device to my account, but I can't do this as the device was disabled as part of the registration process.

Why on earth is it so difficult to get this refund?

[Mcmdcuellar]

Any body who has turn in the Ionic wacht as they suggested has received their money back as they said ? Any info will help I have not and it has been more than 4 months 

[KevinG60]

Took 18 weeks for me to receive my refund
Just got it yesterday ……

[FunkyBass]

I submitted for my refund in March.  I then purchased a new Sense.  So I sent my Ionic back, spent more money and never received a refund.  I have called multiple times and it is always "being escalated" but no further info is available.  

Thing is, my Ionic worked fine and I actually liked it better than my Sense!

Moderator Edit: Word choice.

[Giuffra316]

I called Fitbit last month. They said that they would investigate the delay
and escalate my payment. I still haven't received anything from them.

[Mcmdcuellar]

I’m wondering if it was just a BS from them so people will return the ionic wach

[SunsetRunner]

18/19 weeks & counting so there’s hope for you yet 😉

I think the support speaks volumes ….. 

[macfeisty]

Yes I got £230 to spend on a new one, but the website was a bit confusing, u have to click on the ionic recall bit & will take you a new page, you get a special discount off new ones but if u look to see what u want first, click on a strap if you want & the premium for a yr, you can purchase up to 5 but you can only do it on the same transaction!!! So write down what u want to order. I got a new sense a strap & my pal a charge 5 for £232.. its crap that the bitmoji won't load tho... I've complained to fit bit & snapchat.. my refund took at least 6 weeks to come thru in an email. If you get stuck there are help numbers or have an online chat I found them helpful..

Sent from Samsung Mobile on O2
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[Mcmdcuellar]

I did all that and send the ionic I have not recived anything yet 

[lakemeaddiver]

Has anyone in the US received the Ionic $299 reimbursement from hawkmarket.

I have been getting the major catch 22 runaround between fitbit CS and the recall center. since April.

If anyone has a good contact Fitbit email or phone number it would be greatly appreciated

[macfeisty]

i didnt need to send it back, give them a call then if its been over 6 weeks since you de registered your ionic. I wish id kept mine tho i do like the sense, just gutted about the bitmoji clock face not working.

[albert_lil]

Fitbit Ionic will not set up.  

Moderator edit: personal info removed

[albert_lil]

I cannot reset or set up my Ionic.  Not tracking steps at all a d shows today which was yesterday actually or no steps at all.  I take the watch to work with me everyday that I work.   

[SteveH]

This is probably because the Ionic has been recalled over a safety concern. See: https://community.fitbit.com/t5/Ionic/Voluntary-Safety-Recall-of-Fitbit-Ionic-Smartwatches/td-p/5087...

[Jazzknowsbest]

No, I'm in the same exact boat! Segwick says yhey sent it in April...... Not true. No email from hawk marketplace or Fitbit. Hurry up and wait... And wait ... And wait... 

[Daeng]

Seeing the ionic recall and refund process, it seems that Fitbit is refunding each of ionic refund after the company is able to sell one device, oh, poor Fitbit. 

[lakemeaddiver]

thanks for the update. because my first post regarding this issue not allowed, I left out several points including that the recall center claimed that I was sent my reimbursement by email back in April from hawk market but I never received anything. I checked all of my folders,spam,trash, nothing. to me, looks like a corporate scam Sent from my Verizon, Samsung Galaxy smartphone

[Kiwibruh]

If people in US are having problems getting a refund,  I've got a shiet show in hell of getting mine.  Here in NZ, they gave an option for Amazon or JBHiFi.  I opted for JBHiFi as we it's a local store.  Registered for two refunds on 2nd of May and got the 3-6 weeks email.  Called on the 8th week and was advised it was processed within the 3-6 weeks time-frame but then the refund was canceled.  The customer service operator proceeded to ask me if I knew it why it was canceled.  I advised them I was the customer so how would I know why it was canceled.  They proceeded to 'escalate' this to the refund center. They promised a call back but don't deliver on this as customer service/satisfaction doesn't seem to be a priority.  Called them back multiple times on multiple different numbers all based in the UK and US and the they all work from home in different countries.  I spoke to one operator who was in the escalation team who had a Russian accent and said he worked for Sedgwick and fields the Fitbit calls after hours but can't escalate it as he doesn't physically process the refunds himself.  For those who don't know,  Sedgwick are an independent company who are meant to be processing the refunds on behalf of Fitbit.  They were on my email I received from Fitbit regarding the refund but the actual refund processing centre within Sedgwick apparently can only be contacted by their internal 'escalation' process and then they have to wait for a response.  Don't bother contacting Fitbit as it's not even being handled by them.  I'm starting to believe they are processing a refund each time they sell a product.  How hard is it this day and age to email a refund voucher/virtual gift card?  For those wondering why I'm chasing them like a mad man, it's because I'm leaving NZ on Sunday so asking for a JBHIFI voucher probably wasn't the smartest idea.  Missed out on our end of financial sales too.  Also, it's the principle of the matter.  Can't stand large companies like this who take money off people making billions but make it hard to get a refund.  Regretting purchasing the Sense!  I've been a loyal Fitbit user from the beginning when it use to be a flashing light on a tiny band.  After this experience,  it's likely this will be my last Fitbit.  Good luck everyone as I really do hope you all get your refunds!!