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.

[DemonDave]

Can place the discount where the sun dont shine, I'll never purchase another one of your products.  Shocking customer service, excellent example of "we dont care in the slightest" attitude.

[Mentor6508]

Yes, there are contact numbers available, each country has a different number. They sent me an email today with details of all the numbers. What country are you located in, I'll check the list for a number you can call.

[5adsack59]

Hi people,

Can anyone tell me if we can purchase the new Google watch with our discount since Google owns Fitbit. Would like to know before I commit to a new Fitbit.

[OllieCrafoord]

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@5adsack59 wrote:

Hi people,

Can anyone tell me if we can purchase the new Google watch with our discount since Google owns Fitbit. Would like to know before I commit to a new Fitbit.

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The discount only applies to three of the Fitbit watches.

[OllieCrafoord]

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@theeldis Did you try using this link to get your discount email? https://myhelp.fitbit.com/s/devicediscount

Moderator Edit: Formatting

[074010]

The answer is as simple as if you can't complete those steps, you can't get the refund.

[OllieCrafoord]

It's Fitbit's fault there is so much confusion around this. My process went relatively smoothly as well. But the moderators and the live support they have don't seem to have any idea on what to do. The systems are simply overloaded and their only response is to be patient and try again later. You can't blame the people on here for it.

[Tontor]

Kmarixe. Lot worse  than me. I got annoyed at receiving parcel I bought some months ago, new band and charger for ionic.  As overseas buy not worth sending back and don't think iconic band or charger fit other fitbit devices 

[theeldis]

I can't get any discount as my country is not officially supported with Fitbit store (Bosnia and Herzegovina).

Therefore the refund request and profile validation worked a bit differently for me, without any reference code(s) everybody else is talking about.

Upon validation, all I had to do was to log in and the Fitbit system automatically recognised that I'm currently using Ionic, and upon refund request it was just said that I accept for my watch sync to be disabled in next few days, and to expect refund in next 3-6 weeks.

My watch indeed stopped syncing within first hour, and I would be fine with 3-6 weeks of waiting without any panic, but the problem is I never got any email of confirmation that my request is active or anything.

It's just really messy and not straight forward process all around.

[George97]

Hi, after the account verification my Ionic was removed from the app. It took 1 hour after verification to receive the confirmation email, which confirms the refund (wait 3-6 weeks...) and instructions to get the discount. 

[074010]

My point of view is that the reason why those moderator can't help is because Fitbit decided to let a 3rd party loss adjusting team company "Sedgwick" to handle the recall event. I am not from business school so I search on Google:

"Are loss adjusters impartial?

Loss Adjusters are required to be impartial by a code of standards, but the fact is that they work for the insurance company and they will probably look out for their employers' best interests."

So I think that's the reason why anyone who want $299(or eqiv.) refund needs to fulfill all three steps.

My case is the Ionic dead and won't charge since 2019/2020, now it is already in the landfill. And I have changed to Versa 2.

That's why I can't complete step 3.  As quote from Fitbit facebook team,

I hope I can get my refund at the end but I think that is impossible.

And I really disappointed with Fitbit. They only focus on how to minimize their "loss" without knowing and caring their potential/repeat customers.

btw: I am sorry for my bad English, it's not my first language. :'(

[Mentor6508]

Which country are you in @QuelleSurprise1? Wondered if different countries
were processing refunds quicker than others. Thanks

[George97]

Which products can you order from the shop with that promo code?

[sunmanuk]

sense and versa cant remember third one

[George97]

Thank you!  Charge 5 ?

[SunsetRunner]

You can connect your versa3 whilst you have your ionic on your account. Just add it as per normal. 👍🏼

[loelli06]

I have got a Mail that i get a refund the next 3 - 6 weeks. Everythink works now. I did Not need the Promo Code i buy a fitbit sense from amazon. IT cost the same 

 

[SunsetRunner]

What if I sold my ionic device and can’t connect it with the app because of that, but received the mail as well that I am an ionic owner? Will I be eligible to get the refund? How can it be that a 2. hand Buyer get the refund instead ?

[TammyLynn_17]

The discount shops might be different per region, I'm not sure. I'm in the UK. Here are some screengrabs of the discount shop for the Ionic recall discounts. 

[Engindogan]

My fitbit ionic watch was deactivated after contacting you. I am writing from Turkey, because there is no discount here, I need a refund.