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.

[Danicathea]

@Ozgun I am less worried about the refund and just want to get a new tracker going a week or more without one is a long time. I just want to know about the discount code. I love having a fitbit and have had one for many years, but if its going to take more than a few days to get the code I might switch companies. 

[dexter57]

399$ ??? not 299$..?

[AdCom]

"399$ ??? not 299$..?"

- sorry, you are correct - $299

[djdavidp]

Well my free strap just arrived today - 2 weeks after the watch

[SleepyxEquus]

Has anyone received their refund yet? Just curious how it’s going for others. I received my return package(s) last week and sent them back same day. 

still trying to figure out which one I wish to upgrade to. What did you all get? 

[dvpatel]

@TomDuke I dropped off my Ionic return at the UPS store on Monday. It made it to Indianapolis, IN yesterday and I thought I was in the clear and all should be well and it should be delivered today. I now see it moved to Plainfield, IN. It was headed to Indianapolis, made it there and now is not there. I know its early and they may deliver it and I may not have to go through the trouble other's are having to go through but I am on edge over here with the package now getting sent to Plainfield, IN.

@SleepyxEquus Its 3 - 6 weeks AFTER they get your return. So, almost all the USA folks are not yet into the 3 weeks since Segewick got the returns yet. The non-US folks (rest of the world) who were able to pull off a clean registration process on or around March-02/March-03 are the first ones likely to see the refunds rolling in. They did not have to return the watch and their watches were automatically disabled during the registration process.

Moderator Edit: Formatting, merged posts

[johnzamper]

I received email on March 3rd that I successfully registered and got a
reference number, but have not received a return kit yet. Support
person on chat told me that I would eventually receive it.

[SleepyxEquus]

Thank you! I wasn’t 100% certain who got what first. 

[Guy_]

Hi @KiwiDes - it may work as a music source, but probably you won't be able to change what's on it, just charge it and use it.

Once had a colleague who put his lighted pipe in his pocket. So if you smell smoke you'll know why.

[dsdl]

Mine has been sitting in Plainfield, IN for 11 days! Never marked as delivered and UPS now has no idea where it is. So I guess I will be trying to call Sedgwick to see if they can file a claim. Was on chat with UPS for 45 minutes to find out I can't initiate a claim Sedgwick had to 😞

[TomDuke]

@NormT - Update on my return status.  I called the number you provided, it is the "Fitbit Ionic Recall Line" and a person named Trisha helped me. So it is not Sedgwick that we are talking at this number. 

She explained that for those of us in the US who are doing the physical return of the Ionic that Plainfield, Indiana is actually where the Sedgwick refund processing center is despite the UPS labels showing Indianapolis as the destination.  Apparently the two places are very close and despite UPS tracking not showing the package status as "Delivered" if it's in Plainfield, IN then it's where it is supposed to be.

  After confirming my name, email, and phone number Trisha was able to verify that all 3 of my Ionics have been received and are being processed for a refund.  I hope this assuages some of the worries of others out there with return packages apparently stuck in limbo in Plainfield.  

[Guy_]

Versa 2 is probably closer to the Ionic than a Sense for music, vibration, menus etc

Doesn't have on board GPS but uses phone GPS instead.

[TomDuke]

@dsdl - See my comment below.  The Fitbit Ionic Hotline number is 1-888-240-2819, they can confirm if your return has been received.  I was connected with a live person very quickly who was pleasant and helpful, don't waste your time with UPS.  Also, as I stated Plainfield, IN is the physical location where the Sedgwick processing center is.  You most likely need to make any claim.  Keep in mind that a refund isn't going to happen until sometime in April at the earliest, my first device was received 14 March so 4 April would be 3 weeks and it's predicted to take 3-6 weeks.  Good luck.

[Jimkenn]

You can buy a sense of Amazon for the same price as a discounted Refund price.

Sent from my iPad

[TomDuke]

Interesting, I just checked Amazon and the Sense is going for $227 and I was able to buy the Sense in the Fitbit Ionic Recall webstore at $180 which is a $47 savings.

[pizzacheeks]

Ok here is the update you have been waiting for.  As you can see they have processed the return and verified I had an affected device.  So within 10 days, I will get my refund.  I had chosen Paypal so I will get a credit applied to my PayPal Balance.  Since I bought my new Fitbit with Paypal Credit and I have yet to need to start paying it off then I will be able to do so with my refund.  That means nothing came out of pocket for me.   So people, as you can see a refund, will come to you. FYI I am from the USA so your process may be a little different if you are from another country.

Moderator edit: all-caps

[VMMage]

Please note that the email says 10 business days, so 2 weeks in real time.  Still, that's a good sign of progress.

[pizzacheeks]

And that is 3 weeks from tomorrow when they got my returned device.  So it is in the time frame

[pablo76]

REGISTRATION CODE - You have to allow some time once you receive the code. It takes about 15 minutes for the code to be added to the database. Once you have your code, wait 20-30 minutes and try the refund procedure after that and it should work.

[dvpatel]

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@dsdl wrote:

Mine has been sitting in Plainfield, IN for 11 days! Never marked as delivered and UPS now has no idea where it is. So I guess I will be trying to call Sedgwick to see if they can file a claim. Was on chat with UPS for 45 minutes to find out I can't initiate a claim Sedgwick had to 😞

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Prayers for you. It may have been delivered and you should call the number that has been posted here to check on the status.

Mine just changed to "Delivered" so I am good I believe.