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.

[Jimnamechui]

@Hashknife May I know when did you get the refund? Also did you get it through Paypal?

[OwnTooManyBits]

I am in the USA, so other countries may have a different experience. This recall refund process has been very frustrating to say the least.

I just spoke with a customer service representative @ 888-240-2819, she was very helpful and informed me that my (3) Ionics had all been verified and processed, but it could be up to 3-6 weeks after the verification email before I would see any funds. Those of you whom were fortunate enough to receive your funds within a week of receiving the verication email were the lucky ones. The verification email stated that your refund would be processed in 10 business days, but it does not state the additional 3-6 weeks anywhere in the email. During this recall fiasco we as consumers were not properly informed by the company and have been relying on others experiences, which has differed greatly from one consumer to another. Some have received their funds in less than 4 weeks after registering and others have not been able to get any information at all. I am now on day 48 since registering. I received my first 2 confirmation emails on day 37 and my third email on day 47.

[Hashknife]

I received my refund 2 days ago via MC debit card.  Activated card.  Now I can't order what I would like since there's no Sense and band in colors preferred in the recall store. I suspect under estimate for supply needs.

[MrsCR7]

Salutations from Canada:

I have posted previously, but wanted to provide my update and conclusion. 

I submitted my Ionic recall refund request on March 3, 2022.  In Canada, we are not required to return the Ionic device, just agree for Fitbit to wipe it, and we agree to dispose of it properly. I was irritated with the process.  If you're going to offer a refund, why don't you just hold that amount in credit for us until we order a replacement from you if that is what we choose to do.  If you're just asking for a straight refund, then I get it.  It just seems like its the cart before the horse...We are affected by the recall, we purchase a new Fitbit and wait four weeks for a refund?  So, we get zinged twice with a bill for a smart watch until it is rectified.  Just my $0.02.

I had initial issues with gaining the Fitbit Premium subscription, but thanks to this community, someone suggested going back into the my account and the ionic recall tab and adding it in after the fact.  It worked!  A million thanks.  I ordered two Senses, which I received in a timely manner, which I was grateful for because going without a smart watch when you are use to having access at your wrist is difficult!  I actually love the Sense a lot more than the Ionic!  Had a delay in the straps, but it was finally delivered.  On March 31st, I received my refund via E-Gift Card, however, I was not aware and it went to my spam folder.  I contacted Fitbit Canada with the number listed on their website April 20, 2022, and they assisted me in locating it.  Unlike the chat feature I previously used to converse with someone regarding this recall/refund process, the individual I spoke to yesterday was pleasant and helpful.  One thing, I did advise was that I was not aware the refund would come in the form of electronic gift card.  I guess it makes sense, but I assumed it would be sent by mail, and not by email.  Also, I did not recognize the sender of the email so it went straight to spam.  For my fellow Canadians, the electronic gift card will come from fitbitionicrecall@hawkmarket  so keep an eye out for this email address.  Thankfully, I located it as my spam automatically deletes after 30 days!

So, after a lengthy process we did receive our refund of $369.71, which based on the currency rate would be $299 USD as indicated.  So, mine was completed within the 4 weeks as indicated originally, but I also put in for the refund the same day we were notified.  

I know it is a frustrating process, and even more frustrating as different guidelines for different countries, but I'm hoping your process will find a resolution as well.  Moving forward, if there are future major recalls, I hope Fitbit will learn from this poor process and make things smoother keeping in mind its Fitbit Community/customers are a priority.

[Shabzk18]

PayPal as well...I even verified if they had the correct email address for it. Still waiting. 

[OwnTooManyBits]

@MrsCR7 

Thanks for posting that update, your experience with the recall, and most importantly the country in which you are registered in. 

[akiliszek]

All Ionics have been recalled by Fitbit.   They give you a $299 refund, and a great discount on a replacement device.Sent from my T-Mobile 4G LTE Device

[slhaunz]

@Red5ive It's probably good that it failed for you. About six weeks ago, I went to the German store to purchase another Sense. The discount worked - I made screen shots of it - but then I was charged FULL price for everything by Digital River Ireland. I didn't even get the confirmation screen on Paypal - it just went straight through. I contacted Digital River immediately and told them of the error. They refunded the payment on the Premium subscription (after about a week) but refused to refund the rest of my money, stating that they weren't Fitbit support. I was on Twitter with Fitbit support within half an hour of it happening, too, and they weren't helpful at all, even after me sending them the screen shots proving that the discount price was there and that I was charged the full price. They only offered to open a case for me. Knowing how bogged down they are with the refunds, I told them I would refuse to accept the package to which they stated that they weren't sure I could do that. If I remember right, I quoted German law which says that I can. Luckily, through the GLS website, I could - and did. I received confirmation that they were returned to Fitbit and the day. They finally escalated my case to an "advocate". I received a mail weeks later that I would receive a refund in 3-6 weeks. I tried to get them to clarify their message as it wasn't clear if they were talking about the Ionic or Sense and strap (since they thanked me for my questions on the Ionic recall), but they only sent the same message again. So much for customer service.

So, I'm going on week four of no refund of my 329,90€ as of yet. I did tell them to keep the discount code that I didn't want another Fitbit.

[JHomewood]

I to have not been able to get the discount code.  My ionic has been accepted and I have gotten my refund but I cannot get a code to get a discount to buy a new device.  If I follow the instructions from support I get to step 3 and it says the reference code has already been used and it will not allow me to get to step 4 Discount Code.

[Chillbo]

I have been waiting around 8 weeks now, was told my refund failed and a case would be raised. This was 10 days ago. Two days ago the agent said they were flagging the issue to their manager who would contact the correct team to fix. Still no refund.

They have no idea what refund failed means, they also have no idea when it will be fixed. Even if you ask will it ne days, weeks or months, they say we dont know.

[Hashknife]

I am currently in an email dialogue with the Fitbit supervisor area regarding my concern that the products offered under the recall offer are not fully stocked and that no one can advise when stock will be available, i.e. Sense and Sense sport band in particular color combinations.  I'm advised that NOW the offer has changed from 5 complimentary wristbands to 1. Has anyone else had these same concerns and received notification that the offer has changed and that Fitbit has the right to change the offer any time?

Thank you!

Moderator Edit: Formatting and word choice.

[Alikolbe]

I never received notification, I have a print out of the email that stated up to 5 bands.  But when I went in to order it would only let me order 1. Which I think is wrong after they promised up to 5. Especially after sending my fitbit in. That I used every day, and being without it for quite a long time. 

[steverog]

I think i have navigated the convoluted requirements to order a new Fitbit.

I now have $244 Australian dollars which l thought l could use to purchase any number of non Fitbit related items. 

I have since tried to use the remaining funds on my Visa virtual gift card - three different websites, three different products. None of them accept the gift card.

Anyone had any luck in using this card and the remaining funds (which after all is actually my money)

[steverog]

Your not wrong.

Incredibly frustrating and time consuming.

Have tried to use gift card to make other enon fitbit related purchases, so far 3 different retailers have declined.

Have you had any luck in using the remaining funds on your gift card?

[Hashknife]

No, I have not.  I'm thinking about using part of the MC debut card on Fitbit and part on Amazon, but don't know if Amazon accepts it.

Any ideas if Amazon accepts this debit card?

------

Amazon appears to have accepted the MC debit card that I have.

[steverog]

Cheers, will give them a crack. Will have to find something l need to buy.

Cheers

[steverog]

I have a Visa Virtual gift card.

[Hashknife]

 Original email with recall terms.

 Current terms.

A great difference.

[steverog]

not sure what you mean?

I spent 162 Aus dollars, have 248 left which l wish to use.

I wish to buy non fitbit related producs - this is proving to be very difficult

[Hashknife]

Fitbit has changed the terms from the original 5 devices and 5 wristbands to 5 products and 1 wristband.

I suspect that product inventories are dwindling and choices are getting fewer.