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.

[Snowpenny]

Hi Jaykeo,

Which store in Australia did you purchase it from and what process did you go through with them to obtain the refund?  I bought mine through Rebel Sport so wondering it they would offer a refund as well?

[Johnk121]

I had an issue also, took 3 attempts with online chat to sort. (Now I'm in the store, the discount code supplied is not valid!) 

[Snowpenny]

Hi @JayKeo 

Which store in Australia did you purchase it from and what process did you go through with them to obtain the refund?  I bought mine through Rebel Sport so wondering it they would offer a refund as well?

[Recwolves]

Just to say I will never use Fitbit again . Being told to wait 6 weeks for a refund on an item I use daily shows a total contempt for the customer 

[Pavloskl]

Hello. My fitbit ionic don't charge or start. How can I register for the refund  if I can t sync it?

Update: My fitbit ionic doesn't open, so i can't sync it and complete the 3rd step of refunding. 

Is there onother way to do it?

Moderator Edit: Merged Posts

[SunsetRunner]

Dear Fitbit.

I have registered my Ionic product, have received my Verification Reference Number followed by my Access Code and Promo Code.

When entering the Access Code I get the following message:

• The one time use code has already been redeemed or expired.

Please tell me how this is so when I can't even get into your Store to make a purchase?  

[MarreFitbit]

Hi everybody,

Thanks for your question about the Ionic recall.

We’re offering the discount off a range of products that offer similar features to Ionic, along with our latest improvements and new features. To learn more about the Ionic recall and how to get your refund, visit our webpage at help.fitbit.com/ionic, 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.

Thank you for your continued support and being a member of the Fitbit family.

[cutcal]

My fitbit was also lost and I also had to file a claim with ups

[Nickiq]

I spoke to a Fitbit advisor via chat and they said the refund will be via
Paypal or Mastercard.

[johnzamper]

How long did it take to get your return kit? I registered on March 3rd
and haven't received it.

[Ottley]

I am having the same problem. Have you had any luck solving this issue?

[HughS.]

I have a code but it says it’s invalid

[SunsetRunner]

I did Mastercard as I don’t have PayPal account but heard nothing yet 

[DjjGray]

Not sure what section this should have gone in, so I have added to this thread. I do apologize for the rant, but please take this as constructive criticism and feedback for your marketing and customer loyalty team.  

Coming from a digital advertising and marketing background, the UI (User Interface) is horrendous not to mention the QA (Quality Assurance) before pushing the site live. At times, if I wanted to go from the watch section to see the bands that were offered, I would get a pop-up saying "Leaving Ionic Upgrade Store? You are about to leave the preferred pricing in the Ionic Upgrade store. Are you sure you want to continue?"

The free band options was not on the page a couple of days ago or at least hard to locate. This is just one of the changes that have been made as updates are being added continuously.

Depending on your backend platform, the special discount section of the site could have been done quickly and user friendly. If this was done by an ad agency I would be putting out a RFP for a new one. If this was done in house, then it's even worse as you would have less approvals. If you are looking for a new agency, contact me and I can give a few options.

A couple of other issues. On the site, Versa 3 is currently on sale for $70 off and is not included with our discount. Granted the 40% off that we are receiving is a better price, but not being able to take advantage of the sale is disappointing.

The band options are also limited to 2 (which one band comes with the watch). Both are made of silicone which my friend has an allergy to. It would have been nice to see other options that did not include one type of material. Needless to say this watch was not purchased.

On a positive note, I was on the phone with Fitbit yesterday and they were great at answering my questions once they were able to get me to the right department. 

[Djas]

I used the chat to contact support

⁣Get BlueMail for Android ​

[HughS.]

I have contacted them via Facebook messenger after two failed attempts via chat support. Ive been told that’s a discount shipping code I have. Without a further code the fitbit is same price in other retail stores.,Still talking to them now, keep you posted. 

[TomDuke]

@HughS. - When you registered your Ionic for the recall you should have gotten an email.  In the USA this means a return kit was being sent to you and the email should have had an access code and a discount shipping code. The access code takes you to special Ionic Recall web store where you can select up to five new Fitbits, the Sense, Versa 3 and Charge 5 at 40% off as well as an additional strap for each device and a free year subscription to Fitbit premium. It's only good once so if you go in to browse and don't buy you'll be locked out if you try again.  The Sense was $180. I forgot to use the free shipping code when I checked out and still didn't pay for shipping.  

The refund is a separate transaction and has nothing to do with the discount.

[SunsetRunner]

I did this on march 3rd. No email. No discount/refund. No nothing. 

 

[VMMage]

OOps!  Bad math.  200K not responding at 300 dollars each is 60M.

[SunriseRun453]

Hello everyone so I don't have to read through hundreds of pages can somebody tell me in Australia does the watch need to be sent back or just do the online process and sit back and wait? Thank you