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.

[Dantownley]

Probably best not to hold my breath then. 

I've been given the run around with regards to the link to get a discount code. Called Customer Services twice who said I should call the Ionic recall team who said to call Customer Services... 

Is there a decent alternative??

[GarBear89]

Lol!  Good luck!  It's a shame like the company Fitbit. Tried it at a dozen places already (and I paid fee for the physical MC) and no go so far in working anywhere.  No customer support it directs you to contact them on a website.   Tried contacting them  going outside the box by calling same number who took info to send card and they guy Barily spoke English and after failing to communicate with whoever it was I did what they expect you to do ,  quit

[AMce]

AM having exact same problem, did you find a solution?

[AMce]

I am the same. Been waiting since May 2022. Called the helpline numerous times. Told it was escalated. Nothing. Contacted Twitter, told my case was closed. Fitbit support told me to re-register. The webpage for verification does not work. When you attempt to confirm your location, the webpage hangs, with the Fitbit icon spinning and spinning. What am I to do now? I can't complete their re-registration process because their website isn't working. Who do I contact? I am at my wit's end. They have all my details and can see I have been waiting since May 2022. Who can I contact to sort this out? 

[LisaLS]

I am so frustrated. I registered for the refund and then got an email asking me to verify my acct which I did. I then got another email confirming I’d have the refund in xxxdays. The email asked me to wait 90 minutes and then click another link to get the discount code. I clicked on that link, it took me to a Fitbit help page which then just hung. I tried several times with same result. I called the support number provided in the email but the person had no idea what to do and gave me a different number to call. None of the options was really relevant but eventually got through to a person who, after 30 minutes, told me I’d get the refund and discount code at same time. This is insane and I expect incorrect as I really need a watch NOW, arrggggghhhh

[Yonathan]

So finally today, I received the refund but judging by what I had to go
through the past 4 months I will never again buy a Fitbit.

Good luck to you guys still waiting for this refund.

[thenys]

I've been waiting for almost half a year and there has been no follow up from Fitbit. I contacted customer support and they told me to call the recall line so I did and they said they can't "verify my eligibility" so they cannot process the refund. Told me to call Fitbit support.

Called Fitbit support and they said they'll "escalate" it. I didn't hear back for over a week so I reached out via live chat and they said they're still looking into it. Not 2 hours later, I got an email saying "Thanks for reaching out to us via phone and chat support about the status of your refund for Ionic device recall.

We apologize for the delay in processing your request. Unfortunately, after careful review of your submission, we could not verify your eligibility for a refund and have rejected your refund request."

There's no mention on how I can verify my eligibility. No emails apart from this at all. They just rejected for no reason so I'm out of pocket and left with disabled devices. Daylight robbery.

[Debsxx]

Can I ask what happens when they disable it? Does it work but not sync? How long after until you get the email re refund and discount code? 

[CCYEUNG]

Me too. They asked me to provide the "Proof of purchase" for them to review and determine my eligibility for a refund.  It is ridiculous! There is no way for me to find out the receipt anymore. What can I do? They disabled my device without paying me back anything. They stole my property. Where can I file a complaint for this non-sense company? CPSC?

[cread3]

They are doing the exact same thing to me. Requesting the receipts for “proof of purchase”. How about the fact that you now have them in your possession because I sent them to you?!? I requested they return them to me. We’ll see how it goes. It’s gonna be a long process.

[AMce]

Did you receive your refund? If so, how long after this email did the refund arrive? Thanks

[thenys]

I have not received my refund. I sent through the proof as they requested and am still waiting for a reply. I didn't even know about the recall and bought them as gifts for family until one person saw a notice about this when they synced it to the Fitbit app. It's so embarrassing and now I have all these disabled watches that cannot be used and Fitbit refuses to issue a refund for them. 

[Debsxx]

I had to take a photo of the watch with a piece of paper and a code next to it and they said when they received that for me to give permission for them to disable the watch, two days later it’s not disabled yet so no idea how long before I get this going again, lots of emails as they say it’s not linked but it is and they have screenshots saying it is plus they look and say oh ur is we will escalate a case! But no one contacts me! 

[Debsxx]

Nope not even had mine disabled yet

[Dantownley]

I have not received anything from Fitbit, other than an email saying I'll get a refund in 3 to 6 weeks and another with a link to discount code that doesn't work

I've called both Customer Services and the Ionic Recall Centre, both of which say I have to call the other to escalate the issue. So at the moment I've given up.

I'm not holding my breath and I suggest everyone looks for an alternative, and under no circumstance recommend Fitbit to anyone, maybe then they'll improve their customer services.

Sent from Outlook for Android<>

[Dantownley]

So, I've been on the chat to support. 

They wanted my country of residence, email address and recall reference number.

They told me that my refund should be with me in 3 - 6 weeks. However they're are delays due to volume of recalls applied for and should address any queries to the recall team.

With regards to the link for the discount code not working, I've advised them that it does not work from either Google or MS Edge. Their technical team are going to investigate and email me when resolved. 

Watch this space....

[Shedding]

Lol.. don't hold your breath. I sent my watch Octobor 2022. It has been
almost one year and no refund. I am beyond pissed off. Every place I
call is a dead end.

[Benn-John]

I entered my details in the recall website and my device has been discontinued but I have yet to receive any news on my refund and it has been 2 months

[CCYEUNG]

They asked me to provide the proof of purchase for each Ionic device being claimed. Otherwise, they will not refund me. I didn't have such old receipts. What can I do? Anywhere I can complain to this company?

[Dantownley]

I bought my watch from Amazon & registered it with Fitbit as soon I received it. When I contacted Fitbit regarding the recall and given them my email address etc they knew when and where I had bought it, even down to the fact it was an Adidas edition.

Just keep hassling Customer Services and the Ionic Recall team, they appear to be separate entities who don't communicate with each other, but both try to fob their customers off to the other.

FYI, I have still NOT received an email from the Technical team about the problem with the discount code website. So still not holding my breath.

Sent from Outlook for Android<>