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.

[messy_angel21]

I’ve also spoken to ‘Zane’ about two weeks ago. Still waiting for the promised returned phone call with an update on my refund. 11 weeks now….. hope he keeps his word for you.

[Charf1990]

@Jsukyn the number I called was UK number +442034755351 but you should call the recall line for your country first as you will need a serial number for the B4B advisor to locate your case 

[Jsukyn]

Thanks, I’m in the UK too. Called the Fitbit recall line, but was told they
didn’t have my serial number and I had to wait for their specialist team to
contact me.

Does the virtual card work on online purchases, like Amazon? I heard a lot
saying it’s not accepted anywhere

[i8ubfr]

Well I finally received my Fitbit Ionic Refund Update where they state We’ll process your refund within the next 10 business days. My fitbit was received on Mar 15, processed on Mar 17th so we shall see. I'm at least happy to finally get the update at least. USA here btw.

[Paulaky2878]

Well mine worked to buy my partner's watch as she hasn't got a refund after 9 weeks 🤣🤣 and it was used in two high street retail shops with no problem at all.  But good luck if your waiting for the specialist team to contact you. My partner has been waiting for 8 different escalation team members to ring her and so far not one has. She is due to call them again after another week of waiting to see what excuses they try and tell her this week.

Moderator edit: word choice

[Paulaky2878]

Good luck hopefully in the USA you might get different results than a lot of us in the UK. If they just communicated with us I don't mind waiting longer than they said. But to hide and not say anything for 9 weeks isn't good customer service. Especially when they unpair your watch and leave you without one as a lot of people can't afford to buy a new one out if there own money. They are relying on the refund. 

[SleepyxEquus]

Still waiting for my second refund, as I sent two Ionics back. One they processed weeks ago and told the second one was received, but told that they were not sure when I would get the refund. As they didn’t process at the same time..it’s like why not? You got them at the same time, which they confirmed they did. So if your working one account. Why not process both items. 

[JoleneCh]

I have submitted my refund request since Mar 2022. It's been 2 months now and I have just called the customer support centre and was told I need to call a UK number (fyi, I am located in SG) which I will have to incur cost for this.

This is totally unacceptable and if the customer support line cannot support their customers on this, why direct the customers to the support line? It's a total waste of time and the agent, Lenny, was not able to do anything but repeat and repeat that I can only call the UK number and the refund takes 4 - 6 weeks to process when my request was already sent 2 months ago. If the company is recalling faulty products, they should at least have a toll-free line for their customers in all countries affected and not have a number where customers have to incur long-distance call charges.

Can someone from Fitbit contact me soonest possible for this issue? I really do not wish to have this delayed further as I have patiently waited for 2 months.

[JoleneCh]

Just got to the higher support who advised that she will try to contact the refund centre.... Will see what happens after this.....

[Vixunimpressed]

Good luck. Don't hold out too much hope. I am at 10 weeks and was told the same 4 weeks ago 

[Perring1982]

Hi, don’t hold your breathe. 

the only help you will get is from other customers who have gone through the same process as you. I’m in England it’s been over 11 weeks. Get told the same thing every time I call but nothing changes. 

it’s appalling customer service. You best prepare yourself for the fact it won’t be resolved any time soon and fitbit won’t help you as you’ve already found out. 

[toddler.unpaid]

Really appalling indeed. It's been over a week but my watch is still appearing on my account. The watch hasn't been disabled and both the refund centre and the Fitbit customer service team have been bouncing me around telling me to call the other. I believe it's on the Fitbit end as the refund centre cannot begin the refund process until the watch has been disabled. 

I rang many times and today decided to write to them via live chat. They pretty much just told me to wait and closed the convo.

[Paulaky2878]

Sounds about right. 

You speak to them on the phone. They tell my partner they don't know why her refund hasn't been sorted. Say they can't help but will escalate it and a specialist team, they then ask you to be patient. Like 9 weeks isn't patient enough.

They then say is there anything else they can help you with. Which is funny as no I would just prefer you to help me with the problem I have.  They then wish you a happy day then you never hear from them again. 

[Whiteshado]

I just seen the recall am i still able to get one ?

[Newbrighton]

Yes it works on Amazon and any online retailers as its a master card, have
used mine.

[Paulaky2878]

Yes you are you just need to follow the link and it will help you inpair your watch and start.ypu on the long process of getting a discount code of 40% for your new Fitbit watch if you choose to stay with Fitbit then 3-6 weeks from unpairing your Fitbit and choosing your refund choice you should receive the refund of $299 then converted in to whatever country you have applied your fit it bit to be unpaired from

[SunsetRunner]

Yes just go through the steps to register, start by using the link in the Fitbit post at the top of this page.

[Preci]

I'm in the same boat I have called and still hear the same "song" we will escalate the matter,  I have received the discount but I'm not willing to spend more money out of my pocket and buy a fitbit watch under this circumstance, I'm just tired 2 months of waiting

[Ajesh]

Thanks! I took my life in my hands and clicked the link in the hawkmarketplace email and I now have funds in my Amazon account. How hard is it for their Refund FAQ page to tell people

1. How much they'll get

2. How will they get it, based on country and choices made

[SunsetRunner]

Hi anyone else having problems getting their refund? I registered and received my code on the 6th March and I’m still waiting. I have phoned the dedicated U.K. ionic refund number three times, each time told the same thing “ Yes you should have had your refund, I will escalate your problem”, each time nothing happens. I will phone again tomorrow but really don’t expect a different answer!

The most frustrating thing is there is no way I can escalate this myself. I go to chat, explain everything and get given the same phone number. No Customer Relations, no Complaints Procedure. Not happy.