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.

[schaturvedi]

Hi Fitbit Team,

My issue is has been open for long. My Fitbit is not in use since the last 4-5 weeks since I was asked to switch it off because of security reasons . I have been desperately looking for help at different forums between Fitbit and sedwick. I have been asking for updates on how to get a replacement but when I called sedwick they mentioned that I will get Google credit to play games and buy books in lieu of my Fitbit watch. I am extremely disappointed and feel cheated. I have been emailing, chatting, calling for weeks but there’s no help as I am staying in India. There’s not even a local customer care and I need to make international calls even for follow ups.

Please help with my concerns as its been more than 4 weeks of follow ups on twitter, call to Fitbit support, sedwick support, emails, chats with Fitbit customer care

[Lizstang]

Google play is fine for those that use it! I don't, I sure hope they don't offer that to me!!  I paid cash for my ionic, I didn't pay for it with games or books!!

[Lizstang]

@TomDuke 

Yes, I have called, a couple of times, yesterday was the last time, gave the person that answered my reference number, said he found it, that was about it. It's been 7 weeks so far, I think I have been pretty patient.  I am on a budget and can't afford to buy another one until I get the refund. Not all of us are as fortunate to have 3 fitbits at a time. I used my fitbit every day for my health. My patience has been used up.

[TomDuke]

@Lizstang - You are confusing posts here from overseas users who as I mentioned in my earlier response to one of your comments have a very different recall process than US customers.  When you registered your Ionic for the recall you had the option of selecting one of two forms of payment for your refund; Paypal or a pre-paid Mastercard (which is virtual and not an actual physical card).  There are no other payment options for US Fitbit clients so don't worry about Google Play or some of the other methods noted here.  This isn't a fast process and you will likely get your refund just like many others have who have posted here.

[TomDuke]

I hear you, I'm 7 weeks out on my third one too but all they can do is confirm that it is being processed.  There doesn't seem to by any connection as to when you sent it in and when it is processed and paid. 

  There have been a couple of other US users who shared their results here that sent their Ionic in after I did, theirs were delivered after mine, and yet they got their confirmation email and payment in just a few days and not the 10 business days stated in the confirmation email way before I received a dime.  Could this have been handled better?  Sure, but I'm guessing there are thousands and thousands of return kits dumped at the Sedgwick processing center every day and who knows how many workers they have opening them, verifying the contents?  Hang in there.  

[salvadortj]

My ionic was received on march 20 and then i got the last email on april 6 , That email said that my ionic was one of the affected devices and the PayPal payment would be coming within 10 business days. So I'm waiting for that.

[Racingmom5s]

I apologize in advance if the answer is posted somewhere but so far I'm not getting the help I have asked for from Fitbit. I received my virtual gift card refund (that was the only option I was given during registration) and it doesn't work on Fitbit's website. I have been on the phone between Fitbit and the recall center for a total of approximately 9 hours this past week and a half trying to get this issue resolved) I haven't been able to talk to same person twice and have to explain my situation every time even though there is a case # to look at. Even though I was told this could be fixed a supervisor by the name of Luis told me yesterday nothing could be done and I have to use my own money to purchase on the store site! I told him no where in this recall process was I told the refund couldn't be used on the store site. He said he would have my case escalated to highest level of support. I received an email last night asking for a pic of my Ionic?? How can I do that when I sent it back? Luckily I had a pic because I took it with the return shipping label so I would have proof I returned. I also sent a screenshot of the email I received from Fitbit about the recall notice that stated (from Fitbit) the BEST way to use the refund is at the Fitbit.com store. 

I haven't heard back. I need help getting this resolved. I sent my Ionic back in good faith and can't use my refund to purchase a new one on their site AND there are only 109 retailers where the virtual card can be used and NONE of the 109 retailers sell Fitbits. 

Fitbit needs to find a solution. Anyone having the same problems and has it been resolved? Thank you 

[TomDuke]

@salvadortj - Yeah, about that...it seems that Fitbit has a disconnect in what was written in the instructions that accompanied the return kit and what is printed in that verification email you receive once your Ionic has been processed by Sedgwick.  The return kit instructions state: "After we receive your device and process the return, you'll receive your refund within 3-6 weeks."  The verification email states: "We'll process your refund within the next 10 business days and send it to you by the method you selected during registration."  

My interpretation of that information was that once Sedgwick had your return kit delivered that it could take up to 6 weeks for them to process the return and send you the verification email, at which point it would be 10 business days from the date of the email before you got your PayPal or digital Mastercard.  Myself and a number of others here have had that pretty much happen with Ionics that we sent in; processed within the 6 week window. verification email received, payment made in less than 10 business days.

Now if you call the Fitbit Ionic Recall line (1-888-240-2819) what they are saying is that despite the "10 business days" noted in the verification email, the time window to receive your money is actually 3-6 weeks from getting that email and NOT 10 biz days.  I talked to them yesterday because I still have one Ionic that's still waiting to be processed that's been there since 15 March and they told me this interpretation of the instructions.  Kind of confusing but that's their current position on the situation.  Good luck.

[Jimnamechui]

Anybody received a refund through Paypal this week?

[Lennylugblasie]

I just received my refund. Waited around 5 weeks. 
I was not very hopefull after reading all these comments, but it happened. 

Hope this helps 🙂

[ParasM]

Congratulations.. hope we all receive our refund..

[salvadortj]

5 weeks from the confirmation email mentioning that the refund will be within 10 business days ?

[Jimnamechui]

@Lennylugblasie Did you get it through Paypal?

[Lennylugblasie]

Yes through PayPal 

[Racingmom5s]

No. The only option I was given was the virtual gift card.Sent from my Verizon, Samsung Galaxy smartphone

---

I wasn't given PayPal as an option for a refund. The only option I was given for a refund was a virtual gift card Sent from my Verizon, Samsung Galaxy smartphone

Moderator edit: format

[ParasM]

I have not received yet.. It's already more than 6 weeks now

[Racingmom5s]

I received a virtual refund ( I wasn't given a paypal option) virtual was my only option. It won't work on the store website which is the only site for discount. None of the 109 retailers that take the virtual card sell Fitbit's. Has anyone dealt with this situation and how was it resolved? Fitbit's email about recall says "the best way to purchase a replacement device is to use the refund at the fitbit.com store". Can't purchase if the refund doesn't work Need help on how to resolve so the refund can be used on site. Thank you.  

[Kelcidot]

Same here .I have been on to fitbit refund page for nearly a month now & still not resolved .Keep giving me diffferent numbers to ring & going around in circle's so pissed off with this .Firstly when i go into the b4 payment section it dosent recognise  my 9 didgit code on several ocassions & then dosent recognise my password ..Customer Care is a joke .Why offer a refund & i cant get it .Help ..

[Racingmom5s]

I totally understand. I hope all the issues on this recall are resolved soon.Sent from my Verizon, Samsung Galaxy smartphone

[UKWMIonic]

Any UK people had a PayPal refund who submitted on March 2nd?

If so, what day of the week did they send you an email confirming it

And what day of the week did they pay you? 

It's been that long now that I'm thinking the posts on here saying they have been paid on PayPal in UK are fake

Ive just gone past week 8 as I submitted mine 2nd March. 

5.x escalations

And aparantly I'm 'Amber' in the queue for refunds.

They are sending us all around in circles. 

Moderator edit: word choice