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.

[Wonderland007]

Same here

Mvh.

Moderator edit: personal info removed

[kikon]

The same for me. Mine Ionic was deactivated on 8th of March. I had a call with agent, he escalate the case to his manager. After 7 weeks I haven't received any refund to my PP account. @Fitbit- please do something for all users that are not received their refunds. I had a plan to buy another fitbit device with the refund, but now I'm more and more disappointed...

[Chillbo]

It sounds a lot like originally they were saying they were escalating the case, then once nothing was happening and people asked for more to be done, in the last 2 weeks they've learned to say now I'm escalating to my manager to make everyone feel they're doing more and to get us off the phone. Like most others, its been a week since it was "escalated to a manager" and still no refund.

So today i will call and ask to speak to the manager who it was escalated to.

[Jsukyn]

I have already asked to speak with the manager, and was told I can’t. It’s been 8 weeks, nothing happens and I don’t know where to go 

[SamTTS]

Yes - I am in Singapore and they ask me to pay IDD to call UK number! No email and nothing!

[Ronk82]

use rebtel , 1 week free trial

[AdCom]

In case any UK people are getting twitchy about the refund, I just got mine having started the process a couple of days after the announcement, so I'm guessing yours is probably not far off. The process, whilst clunky, does appear to work.

FYI it was $309 US (apparently the extra is to cover the Paypal fees), which  translated to £228 UK.

[0815xxx]

Actually it seems in UK its faster. Fit Bit Shuttle down my device Werks ago but i havent received further Information… 

[Jsukyn]

Still no refund after 8 weeks, location UK.

No longer able to get through to their recall line, been waiting on the line for over 30 minutes with no answer. Anyone else having the same problem? 

[Lizstang]

Same here, as soon as I got the recall notice, I filled out the form and sent it in when I got the paperwork to do so. I am NOT buying another fitbit, their customer service is the worst I have ever encountered. I just want my refund!

[ArjyaD]

I called the Fitbit recall helpline number. The customer service agent
said, as I have received emails from PayPal for payment and account has
been verified by PayPal I should receive the refund amount credited in a
couple of days. They said to call again if I don’t get it in next 3 days
and they will investigate further. I hope I don’t have to call them
again. --
Thanks & Regards,

Moderator Edit: Personal info removed

[Nunupop]

I’ve tried that asking to speak to manager but apparently that’s not possible!

Sent from my iPhone

[Ricomon]

Received my refund via Paypal on Saturday. About 10 days after I received an email from Sedgewick saying it was received and being processed. $299.

[Btsupgo]

It is a pain waiting, they should of a better system set up before recalling. We are all registered with them and our email registered too. All they needed was the old Fitbit and verified name. PPP watch your email it’s coming. Mine did.

Sent from my iPad

[jvincent78]

Interesting. My UPS tracking on the return package says it was received March 30...never got an email from Sedgewick.

[Infinita]

I had noticed the same thing that my package was received at the facility, I didn't get an email from them weeks later, and then maybe another week of my refund, it might be the same pattern for you as well. I would say it did take around the 6 weeks estimate they said from when I filled out the form. 

[SunsetRunner]

Just opened my Fitbit app and my IONIC has now been disconnected. It’s only taken 8 weeks to remove my IONIC after registering for the refund. Fingers crossed we’re on the move now and the refund is on its way. To anyone in the same boat keep checking your app 👍🏼

[Brandi1972]

I have talked with customer support too many times to list. 

Moderator edit: format

[Deegeew]

Received email with combination of Lazada  vouchers and gift cards for use with Lazada, Thailand. Adding voucher code provided worked well. Gift cards still cannot use and no gift card code provided with email. 

[fairmaiden64]

In Australia. So..its 8 weeks on Friday and still getting the runaround from Fitbit. 'Chat' says they can't help or look into it to "call" the number for my country. Tried to call 4 times this morning. Their line continued to drop me out or leave me with background noise of someone's lounge room with no one responding (after the computerised voice with all the rhetoric). Eventually got someone on the line. Was told she could not see a serial number on there (???). After so many calls since March 4th, nobody had mentioned any serial number, When registering for the refund, I was never even asked for any serial number! Getting very very angry at this 8 weeks with no end in sight. Serial number off the box given to the person on the line. Escalated for the second time I'm told. The cost to me during this process so far is beyond the joke and I will now be seeking compensation as this whole process has been a complete outrage. I have pages of documentation with times, dates, names, discussion, which will be used accordingly