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.

[OwnTooManyBits]

@NormT

Thanks for the information. Fitbit/Google should be informing customers waiting on refunds the names of the issuing companies. I chose Paypal since I actively use my account. So many customers all over the world have posted links on this forum for different payment methods. Anyone of those links could be a phishing scam that was sent to their email account. 

[Helena1969]

I’ve managed to speak with Fitbit. They said it’s going to take 6 week’s
before I will get a refund. --

Moderator edit: personal info removed

[Fenbot]

Has anyone received refund as yet, I completed my request of 3rd of March.

The syncing as per the email received has now been disabled and I'd selected PayPal as refund type 

[Preci]

Is there who really got paid for the fitbit ionic, by me it's a back and forward situation between Fitbit and PayPal, now I wish I just kept my ionic and saved myself from all this confusion 😕 

[Arax]

Im having problems validating my account , said US and was updated to Mexico, but when I want to verify my account United States still as my country.. Mexico was never update, does not matter if my account said Mexico, someone knows how can fixed??

[TomDuke]

@Fenbot -  If you take a moment and read through some of the 170 pages on this thread (and counting) you will find a number of contributors who have received their refund; it appears to be more users outside the US than US owners.  The process is slow but Fitbit has said from the very beginning that it would take 3-6 weeks to receive your refund. 

I'm in the US and registered three Ionics for the recall refund on 2 March, wasn't able to get the return kits until the following week and sent them back on 10 March.  They didn't arrive until 14 and 15 March and I just received my first confirmation email from the company Sedwick (contracted to handle the recall) late last evening that one of my Ionics has been processed and that I should receive my refund in 10 business days.  One down, two more to go! 😊

  I'm not sure why it is taking so long for overseas customers since the step of physically returning the watch has been eliminated?  All I can say is be patient, more folks are posting their success here each day.  As to problems with the payment method selected and being able to access the funds...that's another story.  Good luck!

[enaira]

how did you managed to find it? can you share it here?

Sent from Yahoo Mail for iPhone

[Arax]

Here my account country 

But when i want to confirm my account this appears.. 

[nc88]

I had the same issue, you have to change it in the app, under gear icon>App settings>select location, then try again.

[Arax]

mmm dont find that opcion, could you please send me a screenshot??

thanks!!

[Smugg]

I know the ionic is on a recall but I carnt get the ionic to do anything with the watch and I don’t have the box it came in or the receipt so am stuck with a watch that shows the logo

[NJR1]

Pretty poor notification from Fitbit, sent my watch in several weeks ago. Haven't heard anything back yet. 

Moderator Edit: Word choice

[Kevco]

So my ionic was recalled and I received my discount code which I was happy with, but my issue is that after logging in to purchase a new device and the only watch I want is the sense,  but there is no picture of the sense onnthe discounted site, but it describes it and gives the price .It has the other fitbit devices which you can purchase but I don't want any of those.i have contacted customer support but they can't give me any answer to only say that my issue has been raised, that's not really much good to me. Not my fault that the ionic was recalled. I have tried a few different countries and it's still the same . I live in Ireland, no customer support telephone number.

Come on fitbit ,I'm sure I'm not the only one with this problem .

Can you fix this problem please ☺

[Frenchy72]

There isn't a picture of the sense when I log in (I'm UK), but if you click on the box it will take you through to more details about the sense (although they haven't got the colour option I want!). Hope that helps

[Dce1511]

Hi all

I recently exercised my discount order in response to the recall of my ionic.  Under the recall agreement I was permitted up to 5 discounted Fitbit watches and additionally one free watch band for each watch that I ordered.  I ordered the full 5 watches for myself and family members.

I was surprised to find that the Fitbit Ionic discount page would not allow me to order the free watch bands for all of the watches that I purchased.  After placing two bands in my cart, any further bands gave an error that I had exceeded my allowed number of items.

I tried 3 times to resolve the issue through the Fitbit help line by phone.  Each of the 3 times, the Fitbit rep stated that I needed to  be put on hold while they try to resolve the issue, and each time, they hung up on me without resolution.

On the third call, while waiting on hold to be transferred to a rep, the recording stated that ‘if you are disconnected, the rep will call you back’.  At no time did anyone call me back.

Without resolution, I reluctantly placed the order for 5 watches, but was only permitted to order 2 of the 5 free bands. 

I then tried to contact Fitbit help to resolve the issue via Chat.  Each time after selecting the 24 hour Chat option, and processing the robo-test, the Fitbit Chat page reverted to a picturesque screen of hikers, and a banner stating that ‘the Fitbit page has taken a different trail’ along with options to leave the page without getting any help.  This literally happened over a dozen times before I finally got to a chat screen, but there was no one there to chat with. So I waited……

After 10 minutes or so of waiting, no Rep showed up, so I gave up and closed the chat window.

I was further surprised today to see that none of the 2 bands that I was able to order were included in the shipment of my Fitbit order.

Has anyone else had similar issues with Fitbit Support, and has anyone found a way to contact Fitbit support that actually results in getting support?

If not I may be returning my order and purchasing a less costly and more supportive brand for my family members.

[CCYEUNG]

Is there anyone who agreed with the company to disable your ionic but the ionic still syncing for weeks? Did anyone of you eventually solve this issue? I have called the CS from Fitbit many times. No one can help. So disappointed.

[ericliuTW]

@Dce1511  This is Eric from Taiwan. I have the same issue and their customer service agent helped me to solve this issue. He created another order with the free watch band for me. 

[Lasery2k]

I am from Singapore, submitted my request on 4th march and no news after which. .keep asking me to call a UK number for assistance. .i am seriously. .like a big JOKE totally. .SINGAPORE calling UK support for a refund. .i mean for goodness. .i believe there's a local SG number. .

spoke to 2 supports on the live chat and they hang up faster than you can type and finished your sentence.

anyone from Singapore is facing the same issue of this not getting a local support for refund?

[Lasery2k]

Hi Teckboon,

same issue here. .they are not willing to help those out of UK. .i mean like seriously asking SG to call a UK number for the refund. I don't even have any idea how long do i have to hold on to the line which would be incurring international calls charges.

[Ronk82]

same date and same issue