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.

[MrsCR7]

I'd recommend using the chat feature (24 hours) on their website.  That's how I communicated with them.  I also am missing my straps!

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Yup, me too and they refuse to add it to our accounts.

Moderator edit: format

[pablo76]

Regarding the premium membership, if you clicked on it you would have seen two options, both the same, 1 year premium membership for 12 months for $0.00 and another for £10:48. 

I agree non of this was clear at all. I winged it

[EdBas]

I just got the following instructions from fitbit:
....
We inform you that the part related to "Country is not eligible for this process!!!" that occurred during the Ionic recall process has been resolved and is now operating normally.
....

So I did it again and now it works!!!

But... my IONIC shook its head. TT
They said they would give me time for a week, but so quickly...
A friend who has been with me for over 4 years.
It's been really hard in the past.

Good bye..;;;;

[GCgc]

Hi, 

I am one of the users impacted by Ionic recall. Along with the refund, Fitbit is providing a unique discount code which can be used to buy new Fitbit device(s).

My region (India) isn't listed on the on discount website link, and it asked me to vo tact support. Reached out to support but they don't seem to know how users like me can avail discount on new products.

How do I get a discount code, need to buy a new device ASAP as my Ionic has stopped syncing. 

Thanks in advance 

[dvpatel]

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@TomDuke wrote:

@pizzacheeks , thanks for the update.  My return kits are supposed to be delivered today by UPS.  Sounds easy to pack up my three Ionic watches for the return and refund processing. It will be interesting to see how long it actually takes to receive the money and if it happens faster than 3-6 weeks. 

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Thank you both of you for the update. My return kit is no where to be found. I am not seeing it on the UPS site and have received no emails. I was able to go through the recall process bright and early on 3/3. Did you guys do the process on 3/2?

Just to clarify, I made an eBay purchase for a coffee maker today afternoon and its shipping shows up on UPS MyChoice. The Fitbit return kit shipment isn't even on there so they have not even generated the label.

Said the kit will be here in 5 days. Its been 5 days and it hasn't even shipped. Could they have lied? 🙂

[pizzacheeks]

I did it around 9:30 am est on 3/2

[pizzacheeks]

It was free through the upgrade store for me. When I click on the $9.99 Fitbit premium a new window came up and I could choose Annual and it was listed as $0.00.  I did not question that at all because from basic website knowledge l know that there would be more beyond that link to get it free.

[TomDuke]

@dvpatel , I  registered 3 Ionics on 2 March in the afternoon after some initial struggles with the website being overwhelmed in the morning.  The confirmation emails said it would take 5 business days which turned out to be the case.  I could see them in my UPS My Choice account starting on Sunday afternoon.  If you received the confirmation email with a registration number I sincerely doubt you are being deceived.  The company handling the recall for Fitbit, Sedgwick is no doubt slammed with customer demand and may not be able to meet their ambitious delivery target. Hang in there. 

[LOEWE伟]

Very sad, as a Chinese user I don't know how to get a refund. After I agreed to disable the device as requested, I never received any emails telling me how to get a refund. The device doesn't work anymore and I haven't gotten a refund yet, can anyone help me?

[EdBas]

Hello!

I also solved several problems and went through all the steps with difficulty.
After that, I received an email with a discount code.

But when I went to the refund request site, there was India.
Can't you see? India is ranked fourth in the Asia Pacific category.
Please check again.

For reference, it seems that Fitbit's response has not been smooth yet.
It's been a long time.

Hope this helps..

[beeson76]

I do not understand why they cannot realize that the free premium year was
hidden behind something it shouldn't have been behind. Who makes you click
on a paid service to access a free service? Makes no sense. They should
still honor it especially when minutes after my order I chat with them
saying that I could not find it. And I would like to have it. This shows
what kind of company it truly is!!

[1875826]

May I ask at which step did you provide the PayPal account? 

I've ticked both options to agree to the recall, and got a one-week wait prompt, but I wasn't told to fill out a collection account.

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I am the same as you, if your problem is solved please teach me

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Hello, I am a Chinese user. After I agree to the recall, I don't know how I can provide my collection account? Please guide me, thank you

Moderator edit: format

[htumesh]

I am from India, I purchased Fitbit Ionic in US when I visited there. I also purchased one for my wife recently from Amazon. Now before I disable I check what all items available in discount stores, but India is not listed there. How can I avail discount? Can you please help?

Here is the screenshot, I am not able to see my country India.

Regards,
Umesh

[SunsetRunner]

U.K. user here now into day 6 after filling in the account verification and completing the 3 steps. Ticked the box to say I’ll stop using it but my Ionic is still syncing to my account and still no e-mail 🤷🏼‍.  The term ‘couldn’t run a booze up in a brewery’ comes to mind!

[funkysax]

The E-Mails are taking quite longer these days, some users reported them to take up to 3 days and more...
It seems even some E-Mail processing has been stopped for a while due to incorrect links in them (especially the one after account verification, due to incorrect links in them for some countries...).

In Germany they performed an E-Mail re-send yesterday for them where the links had been corrected (even though I had received it already on Monday).
So I guess now they're working up the backlog with some e-mails which had been held due to those issues...

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The asking for Paypal and/or details for getting it paid back via MC,... is supposed to be taking place at a later step.
That's why it's actually telling you that it will take 3-6 weeks of processing & additionally saying "watch out for another E-Mail to follow which is going to ask for your details for the refund"...

Actually not very clever to not have this registered at the same time as when performing the regular refund & account registration, but I guess they were all in a hurry and didn't have time to implement the needed PCI-compliance process to securely store the CC-/Paypal-Data...

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It takes quite some waiting time, the workload and issues/bugs with incorrect links in E-Mails and so on seem to have caused quite some workload and even delay in sending them out (waiting for the correction of links)...

Moderator edit: format

[EdBas]

Ah!.. This is the first time I see the interface of the screen you showed.
India I saw was a screen to select a region/country from the initial Safety Recall of Ionic Smartwatches screen.

In my case, when I went in, there was no part of choosing a store until it was finally approved.

It was just a flow to go to the fitbit store in your region/country and buy it.

I can't seem to help out with this.
How do you do it?

sorry;;

[Renard99]

dustybin - I'm in exactly the same situation. UK user on day 6 after having reached stage 3 where it said the device would be removed from my account but its still there and still syncing. No further communications since. Everyone's saying 'have patience' but how long do you give it? 1 more day and it's outside of the time frame they themselves provided for the disconnection!

[EdBas]

Go here and proceed to step 4.

https://myhelp.fitbit.com/s/devicediscount
I got this help too.

Good luck with you!!

[SunsetRunner]

Good morning! Another day. No email and ionic keeps syncing. 

[Renard99]

Edbas - I've already entered my code once and it asked me to confirm that I'll stop using the watch and it will be disconnected within 7 days (and I'd get an email to confirm that but I haven't and the watch is still connected). Now if I go to the link and use the same code it just says 'code not found'. Either way, I can't get to step 4.