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.

[Kosh1]

Cannot even get into the discount store because the code they sent me does not work. It says it has been used or expired. Called Fitbit they gave me a case number but cannot figure out what is wrong. Told me to try two different browsers two different devices to get into the store, did not work. on the phone for 2 hours three calls to Fitbit and a call to the refund center. I just hope they will  send me the refund for my Fitbit.

[puggimer]

I have the same issue, and am currently on the phone with support - seeing all the people with the same thing did not encourage me.
However, after only 38 minutes they fixed it so my code worked.  Not many choices there, but have my new watch ordered.

I honestly still miss my pebble from before they got bought by fitbit.

[Prameet]

Does anyone in India have got the money refunded. How much did it took Fitbit to issue the refund.

[TammyLynn_17]

@gtazy try logging into your fitbit account online, click on [STORE] at the top and choose [Exclusives] then [Ionic Upgrade]. That might remember you and take you to your discount store. Good Luck! 

[suzyc72]

Hi… wondering if anyone is experiencing the same issues as I am. I am trying to register and process my return/refund of my ionic device. I get so far only to be told I do not have an ionic attatched to my Fitbit account. I have contacted support countless times over the last two weeks and provided photos and the serial number of my device. All I keep being told is I will be contacted by email regarding the matter, yet I have heard nothing and feel like I am getting no where. I loved my ionic and just want to get it replaced so I can continue using one. 

[TammyLynn_17]

@NeilB1 The Fitbit Sense is £168 in the discount shop. When I ordered mine earlier this month the discount shop auto took me to a shop where everything was in Euros, turns out it was in the Netherlands. I didn't know I had a choice of shops so ordered and crossed my fingers that I didn't have to pay import duty. I didn't. Yay. Also, with the conversion to GBP and with the conversion fee added in it was still a few quid cheaper than ordering direct from the UK shop. So if it auto takes you to a shop with Euros don't fight it. But if the situation has changed and it's more expensive or you don't want to risk it you can change the store at the bottom right of the page. Good Luck! 

[Prameet]

I have received email from Fitbit which states that - "We verified your account, disabled your device syncing, and will issue your refund within the next 3-6 weeks."

However I have not received any email with 40% discount offer to new purchase. Is it limited to US/UK and not applicable to rest of the world? I am based out of India and I don't find any such offer provided to Indian consumer.

[ShaunOR]

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@Prameet wrote:

I have received email from Fitbit which states that - "We verified your account, disabled your device syncing, and will issue your refund within the next 3-6 weeks."

However I have not received any email with 40% discount offer to new purchase. Is it limited to US/UK and not applicable to rest of the world? I am based out of India and I don't find any such offer provided to Indian consumer.

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Try going to this link and logging-in with your Fitbit account details:

https://myhelp.fitbit.com/s/devicediscount

Once you complete this step, an email with the access code to the discounted store should be sent to you.

I hope this helps you.

Shaun

[Prameet]

Thanks Shaun for the quick reply.

It is shame that discount coupon options are not available to Indian customers. Discount options are available only in Japan, China, Korea, Singapore, Philippines and Thailand under Asia region.

[ImSandeep]

Nothing for Indian customers. I've tried reaching out but the support from Fitbit for Indian customers are very poor. They don't even value us. 

[ShaunOR]

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@Prameet wrote:

Thanks Shaun for the quick reply.

It is shame that discount coupon options are not available to Indian customers. Discount options are available only in Japan, China, Korea, Singapore, Philippines and Thailand under Asia region.

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Thanks for letting me know and sorry to hear that the discount option is not available in your region - that is disappointing.

[Burgeneli55]

I’m the UK. Had trouble verifying my account it would say something along the lines “you do not have an impacted device”. However, after a fortnight and after having spoken to someone sensible at customer services who has suggested that I try again using a PC rather than my iPhone that allowed me to verify. 

Have now received discount email, just need my refund now. How long have people in the UK generally had to wait for a refund? 

[ShaunOR]

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@Burgeneli55 wrote:

I’m the UK. Had trouble verifying my account it would say something along the lines “you do not have an impacted device”. However, after a fortnight and after having spoken to someone sensible at customer services who has suggested that I try again using a PC rather than my iPhone that allowed me to verify. 

Have now received discount email, just need my refund now. How long have people in the UK generally had to wait for a refund? 

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I'm in the UK too and requested my refund on the 5th March and received an email saying that the refund will take 3-6 weeks. I doubt that anyone has received a refund yet as the recall notice was only initiated on the 2nd March.

[DaveN.]

U.S. Fitbit customer here. I've been through the registration, the 40% discount thing, have received 2 replacement watches, and returned 2 Ionics in 2 separate boxes provided by Sedgewick.  And NOW, U.P.S. has confirmed BOTH boxes to be LOST and have forwarded claims to Sedgewick... as I am not listed as the shipper, or receiver. I've provided pictures of the notification letter, pictures of both watches sitting on the return labels of the boxes and pictures of the UPS drop box used. All the "proof" is documented, but they forward the claim to Sedgewick? Not wanting to sound like a Debbie Downer here, but just because you returned your watch(es) in the provided boxes... does NOT mean the battle is over. Has anyone else returned their watch and tracked it on the U.P.S. site to confirm receipt? If not, you need to, so you can start your claim that will go to who knows where for who knows what to be done. This entire experience has been exhausting!

[TomDuke]

@DaveN. - Funny you should mention it...I returned three Ionics to Sedwick on Thursday, 10 March from a UPS Store.  I photocopied the labels for each return kit box and have the receipt from the UPS store listing the tracking numbers.  The packages were projected to arrive on Tuesday, 15 March.  One package arrived a day early on Monday the 14th, a second package arrived as scheduled on the 15th, but the third package which originally was to be delivered that same day is now MIA showing no projected delivery date on UPS tracking and just says "Delay".  How did you initiate your claim?  Was it with UPS?  I'm still hopeful that it might break loose in their system but if by this time next week there's no movement then I'm afraid I'll be in the same boat for this one.  

[DaveN.]

@TomDuke  This entire thing has been such a mess that even though I've kept detailed notes / pictures since Day 1, I'm not positive about this. I believe I initiated the inquiry with U.P.S. on-line (tracking), clicked enough buttons to get to speak to a live rep, answered her questions and she stated she would initiate a case and send me an email with further instructions. She did... and I completed the on-line claim 4-5 days ago. Today, I received the notice that one of the packages was determined lost and "A claim has been issued to the sender for your package. Please contact the sender for more information."  I just noticed the 2nd package is still in "We've begun an investigation to locate the package." status. Good luck to you, sir!

[suzyc72]

Ah, maybe this is where I am going wrong, every time I get as far as “verifying “ my account I get an error message stating that I do not have an ionic linked to my account… I am also doing this through an iPhone so perhaps I should try using a laptop. Though my ionic won’t sync at the moment as stopped charging recently 

[Burgeneli55]

Ah okay thank you that’s helpful. 

Update: Yes try on a laptop. Hope it works for you 😊

Moderator Edit: Merged Posts

[suzyc72]

Thankyou! I hope so too!! It’s very frustrating! 😀

[NeilB1]

That is really disappointing.