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.

[Att27sg]

I am so frustrated with Fitbit at the moment - being completely stonewalled as binned my Ionic without realising I needed to sync it. 

Tough luck is the answer and no escalation. 

I have used two Surges and an Ionic, and our family had a couple of trackers too. 

The poor service is going to drive us away from Fitbit which is a shame as I really like the Ionic. 

If someone from support reads these - please escalate my email.

Cheers Iain

[0hwell]

Here's the funny part, according to the UPS app my Ionic is still delayed in Plainfield, IN., since the 12th of March, But I know that isn't correct. I'm assuming Sedgwick has had it since then or very shortly after. I had called the support number and they told me it was received that UPS's system wasn't updating correctly, I never asked them the actual day they received it as I was just happy they had it.

[TomDuke]

@0hwell - One of my return kits also showed that it was stuck in Plainfield, Indiana and had not moved since the 15th of March. When I called the Ionic Recall Line they told me that Plainfield is actually where the Sedgewick operation is headquartered. For whatever reason UPS tracking did not show it as delivered but they confirmed that all three of my packages have been received and were being processed. If you look on Google Maps you will see Plainfield is just slightly west of the Indianapolis Airport. A couple of other people here also complained that UPS tracking indicated their device was stuck in Plainfield too without showing it being delivered.

[0hwell]

I remember you mentioning that hopefully, the others that read these posts will be less worried if theirs still say delayed.

[i8ubfr]

My Ionic was verified on Mar 17th and all they will tell me is 3-6 weeks 😡

[VMMage]

Today I received my email indicating that Sedgwick has processed my return, agreed that I sent them my Ionic, and I should get my refund within 10 business days.  According to UPS tracking, my return kit was delivered on March 21, so it took 16 days to get it processed.  Since I started the recall process on March 4, 6 weeks would be April 15, so there's still a chance that Fitbit will stay inside the long end of their time estimate.  If they take the full 10 business days, it will arrive at 6 weeks plus 5 days, which is "close enough" for horseshoes or hand grenades.

[TomDuke]

@VMMage - Interesting, yours was delivered a week after mine and I have yet to receive a confirmation email on any of the three that I sent in.  In any event you are a step closer to your refund, congratulations.

[jwill8829]

I'm glad I got on this message board and saw your post. I was starting to think that it was lost. I called the recall line last week and the lady told me that they were stacking each package on a pallet and when they got enough of them they would forward them on to Sedgwick. That just didn't make a lot of sense to me. According to UPS, my watch got there on Mar 17th and has been there ever since. So seeing this tonight that this Plainfield location is actually where Sedgwick is processing the watches is more comforting to me. Thanks for the update!

[Shemandy]

fitbitionicrecall@sedgwickbp.com

I got an email from this email address. It had a link for a survey for me to complete. The fitbit logo was white not blue in the email. 

I'm guessing it's spam? 

[Satheesh5381]

@VineethV 

No update yet, even I have stopped trying the number.

It's waste of money and time

[Parsi]

I purchased a seconds Fitbit iconic. When I try to sync it, it is giving me error “cannot pair, device is locked. It may be due to device is reported as lost it warranty replacement is done etc…”. Can any help me. How to sync. 

Moderator edit: updated subject for clarity

[SteveH]

Are you aware that the Ionic has been recalled for a safety issue? It may be locked for that reason. You can read more on the recall in the main thread at https://community.fitbit.com/t5/Ionic/Voluntary-Safety-Recall-of-Fitbit-Ionic-Smartwatches/td-p/5087...

[livinginanut]

Oh really? Is that data readily available? That's interesting! Thank you.

Where can i find this, I'd love to see how many of their other devices are sold so, when this is eventually sorted, I can see that data and choose accordingly.

I'd also love to know how they're choosing the order of their refunds etc seeing as many HAVE received mails and refunds having registered later than others. 

Sigh. Very annoying.

[Livevans7]

(UK) Has anyone had a refund without having to send the watch back? I haven’t heard anything apart from I’ll receive a refund in 3-6 weeks now on 5 weeks.  I’ve had nothing about where to send the watch back to or if this is necessary.

[Krissarakorn]

I am a user in Thailand.
Fitbit offers refund via PayPal and Lazada.
I choose a way to receive a refund via Lazada.
Fitbit did not explain how the refund will be made via Lazada.
Recently, several coupons of small value have been sent.
Lazada can use only one coupon per order.
That means I can't buy a new watch to replace it.
Because I have to pay myself more than 85 percent.
This is different from receiving a refund via PayPal.

----

Is there any way for me to change the method of a refund?

[Hammeroo]

@Livevans7  I believe only customers in the USA must send their Ionics back. I am in Australia and we only had to register for the refund and agree to stop using the watch, also have it permanently disconnected by Fitbit from the app. Just follow their instructions. We are also told 3-6 weeks for our refund here in Oz. But don't hold your breath, some people might be waiting longer. Fitbit have made a bit of a mess of this recall, as you can read in the Community. But hang in there, it'll hopefully all work out in the end. I've been waiting for about 3 weeks so far. Good luck!

[aikipdg]

Hi,

I'm in the UK.

i put my claim in on 07-MAR, received the refund in my paypal account on 31-MAR, ordered Fitbit Sense on 31-MAR and received Fitbit Sense on 06-APR

Hope that helps

[Tontor]

@Livevans7 

Australia we don't send back. Ionic is deactivate buy turning of and on, when turned on you can't log into watch.

In the US they send watch back.

I assume UK  same as Australia and ends up  (in my case) hand into electronic store. 

[Hammeroo]

@aikipdg  Wow, that's pretty good! The early bird catches the worm. 😁

[Shemandy]

My email just said to promise not to use it and destroy.