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.

[xiediar]

Show me the money.

Moderator edit: all-caps

[htumesh]

If some of the countries are not listed (like India) in the Fitbit Ionic Discount Store and discount is not given to those countries then is it not injustice to them? I am from India,  I purchased my Ionic in US when I visited. I purchased another one for my wife from Amazon India. Why can't we get discount like any others? How can we avail that discount? Can someone help us on this?

Regards,

Umesh

[mab88]

You can't get it back, Fitbit have removed it from everyone. Despite calling it a voluntary recall, they don't want you to carry on using your Ionic so they're crippling it's functionality until you relent.

[Littlelowe]

Thanks! This link was not in my email from Fitbit, but using it and my reference code worked. Discount came through straight away!

[statik310]

Anyone else having a horrible experience with this recall? mainly the lack of help/information for this said "return package"

i started my process on March 3rd and have gotten the run around "we'll email you" "you'll get it" they said in five days and we're on week 2 now. 

via this morning the CSR plain ended the chat

Moderator edit: all-caps

[Visual97]

The email actually says they will send you a box within 5 business days as someone who just reread it again.  I think that means they will send it in 5 business days not that you will get it in 5 business days.  My first box from submitting for recall on the 3rd.  It's arriving tomorrow.  I'm hoping possibly there's some level of information on that lets me know which ionic it was associated to.  As I'm returning two of them and have filled out the form multiple times. 

You only have to mail back the pebble as fitbit would call it.  The core part of the watch.  They don't care about your charger, or multiple bands or whatever, they only want the core part of the watch.  The people who have received boxes seem to have received instructions.  

Tons of people in here complaining were also doing things wrong over and over again, like not entering their email a second time.  Not following a link to the correct place to put in a code.  Not checking their spam mail for their emails.  

I get it's frustrating.  But there's a lot of stuff in here that's just entirely horrible because it's like "This process sucks" - oh my bad they sent me my email forever ago and it was in spam or junk.

For those actually having issues like people in India who can't replace their device or other countries that is truly unfortunate.  

Moderator edit: all-caps

[Kop786]

I’d be happy if they could at least  disable the watch. To be fair...it’s only been 12 days since I registered! 

[Renard99]

@Kop786 12 days for me too. I think someone else said they finally got confirmation yesterday on day 11 so it looks like the are working through them slowly. I guess we'll have to just keep waiting. 

[DaveN.]

I've been through the procedure up to having received my 2 Ionic replacements (Sense and Versa 3) and returning my 2 faulty Ionics to Sedgwick in Indianapolis, IN in the bags/boxes provided. Both boxes were picked up at a UPS drop box on May 9th. Tracking has showed "out for delivery" on May 11th, May 12th and May 14th. As of this morning, the UPS tracking is showing "Your package is being prepared for delivery to the requested address. The date will display once the package is ready for delivery." I gave the info to a UPS customer service rep via phone and was told they'd send me an email "to have the matter escalated". Is anyone else that has already returned their Ionics to Sedgwick able to confirm delivery by UPS via the tracking number? 

[TomDuke]

@DaveN. - I have returned 3 Ionics to Sedgwick, they all were shipped last Thursday, 10 March and tracking shows one was delivered on Monday and the other two are scheduled to be delivered today when viewed using UPS tracking online.

[JohnieC]

Same here my order is with gls and not moved since 11th.

[statik310]

funny enough, just got an email that i have an expected UPS delivery from sedgwick.

what an experience this has been.

[DaveN.]

You're probably receiving the package and box to return the watch. Then you have to send it back to Sedgwick via UPS. More fun to come! 😞

[dvpatel]

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@VMMage wrote:

The 40% discount is off the list price, not the sale prices on the Versa and Charge.  So my Charge was $108, 40% off $180, the Versa will be 40% off $230, or $138 -- so it's still a savings off the sale price.

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Are you sure/positive?

If they can sell the Versa 3 for $179.99 on their own store, why would they not take off 40% off that? Can anyone else who has browsed the US Discount store please post what is the price of Versa 3 on the store?

If its 40% off full retail, I think the Sense is a better option. If its 40% off the current fitbit store sale price, then I think the Versa 3 is a better option.

[Tontor]

I keep on reading about sending  ionic watch back but not one email from fitbit has directed a return. As watch is disabled ( asked for password that no longer works) no one can use it. Thought was directed to bin it although still have it. 

Appears Fitbit doesn't know what they are doing. 

I'm from Australia so maybe different for each country 

[TomDuke]

@Tontor - The physical return of the Ionic watch pertains only to users living in the USA; if you are in Australia then once you register your device for the recall it will be disabled from synching with the Fitbit app and you agree to dispose of the Ionic responsibly.  You will get a refund equivalent to $299 USD, the mechanism for this varies depending on country in 3-6 weeks.

Then you should receive an access code to the Fitbit Ionic Recall web store where you can select up to 5 new Fitbits; either a Sense, Versa 3, or Charge 5 at 40% off, a free extra band for each watch purchased, and a one-year subscription to Fitbit Premium, there's also a code for free shipping.  There seems to be a backlog on people receiving the email with the access code (some are finding it in their spam folder). Keep in mind you can only use the access code ONCE so if you log in to browse but don't buy then you are shut out. 

They are overwhelmed with demand from the 1.7M Ionic owners worldwide.  Good luck.

[Visual97]

@Tontor - it's different for USA and everywhere else to be specific.  That's been mentioned in here a lot. 

USA - must return device

Everywhere else - they deactivate it if it's on your account and you throw it out. 

[Visual97]

@dvpatel 

Definitely 40% off list.  That's how my store was.  There's a screen shot in here too of someone's store options.  

[gtazy]

It was disconnected instantly.

[dvpatel]

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@Visual97 wrote:

@dvpatel 

Definitely 40% off list.  That's how my store was.  There's a screen shot in here too of someone's store options.  

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Thank you. I was under the impression that the screen shots posted on here were before the limited time sale on the Versa 3 but I will trust you guys. I will log on with my credentials tonight. I will post back an update tonight or tomorrow.