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]

Please share if you have received refund through Paypal this week

[Racingmom5s]

I had only 1 refund option when I registered my device even though email said there would be 3 options and that 1 option would be PayPal. It was not an option. I received a virtual gift card that doesn't work on the Fitbit store. It will only work at 109 retailers none of which sell Fitbits. I have been trying to get this resolved with Fitbit and haven't had any luckSent from my Verizon, Samsung Galaxy smartphone

[Racingmom5s]

They should do as promised in emails.Sent from my Verizon, Samsung Galaxy smartphone

[Bebitoo99]

I already received my refund on my bank account. This refund process is real.

[schaturvedi]

Fitbit Team, I am really frustrated as I see that there are some google play credit links sent to me which I had clearly said no to. I feel cheated and fitbit customer care is not ready to help. This is absurd that you end up playing games in lieu of a fitness tracker. In India we don’t use paypal or Google play card so wasn’t sure which one to choose. I had selected Google as I thought fitbit is now a Google product but immediately after that selection I sent a note to sedwick team(screenshots below). They didn’t care to respond to any of my emails. When I reached fitbit customer chat, I was assured that I can get a replacement watch with this but none of it is true. Extremely extremely disappointed!!!

Moderator Edit: Personal info removed

 

[Racingmom5s]

I know the refund is real. My issue is the refund I was given is a virtual gift card. The virtual gift card doesn't work on Fitbit's site. I wasn't given an option of how to receive the payment, i.e, bank account,  PayPal, debit card. I was supposed to be given that option during registration but wasn't. The virtual card does not work on Fitbit's store. The Mastercard company told me it won't work because Fitbit isn't linked to the company. The Mastercard company sent me an email that lists the 109 retailers that will accept their card. None of the retailers sell Fitbit. So that's a problem. Fitbit stated in their email "the best way to purchase a replacement device is to use the refund at the Fitbit.com store". I would love to if it worked. I have it in writing from Fitbit now it's not being honored.Congratulations to those who have received a refund in their accounts or through PayPal. Hopefully Fitbit will realize soon that a huge error has been made on their part and fix the issue so I can replace my device on their store so I can get the 40% discount they promise using the refund. Or at this point they can send me a Sense with the free band. Sent from my Verizon, Samsung Galaxy smartphone

[Jrat54321]

Hi,  I have filled in the refund form and have waited 7 weeks for this to be sorted and was wondering if other Ionic user had any problems receiving there refund and how long it took. I have tried contacting the phone numbers and emailed them as well, and still I wait.

[Jrat54321]

No request for return from New Zealand either, and I am still waiting for my refund 7 weeks later and have contacted them and emails and still nothing.

[ExMark88]

I noticed my watch wasn’t syncing, then noticed it had disappeared from underneath my name on my dashboard in app. 

When I try to reconnect watch to my app, after I enter PIN, I get “cannot pair as device is locked”

[Perring1982]

Hello,

I was offered a prepaid credit card or PayPal refund. I chose PayPal and was told to expect an email and it could take 3-6 weeks. 

I didn’t receive any emails so after approximately 4 weeks I called and was told my refund was going to be processed around 12th April. 

it’s now 29th April, I have called twice, it’s nearly 8’weeks and have yet to receive my refund.

Has anyone actually got a refund yet? So far the posts I have seen on this nobody has got one. It’s a little concerning as i followed all the instructions regarding my ionic and have been with out a watch for the best part of 2 months. 

it’s really really poor customer service if I am honest. To be told just wait isn’t really good enough at this point. 

Anyway, moan over. 

[Andykiz]

Called this number today in the UK (0800 0485842) and finally got through to someone who was actually helpful. My case is showing no status for them so thats why still no refund, its now been 'escalated' to fitbit and someone will apparently be in touch with me in next couple of days. Posting this incase anyone else in UK in same situation - this number is for Sedgwick not fitbit who are dealing with the refund process on behalf of fitbit. 8 weeks and counting...! 

[ParasM]

Thanks for the info.

But I am in India location and I am not able to connect this number

[SunriseRun498]

Mine was escalated 2 weeks ago, still no further! now approaching 9 weeks
still nothing

[Jsukyn]

That’s the number for their refund line. I called many times and was always
given the same promise: escalated, will be resolved soon… nothing happens.
So I wouldn’t hold my breath.

[Perring1982]

Hey,

I have had my case escalated twice and still nothing except an email the second time to say it was escalated.  

I will give it a couple more weeks before calling again. It’s a bit of a joke really. 

[phinnc]

Thatbis the refund line number. Used many times but got no where with them. Escalation promises and then nothing. Don't hold your breath.

[Andykiz]

Great! Thought I was actually getting somewhere...! Im just going to call every day in that case not waiting for another 2 weeks. Its an absolute disgrace - cant believe anyone on here has even bothered to get a new fitbit, they wont be getting another pound from me after this absolute shambles.

[SunriseRun498]

Unfortunately I brought a new one when mine was recalled! However won’t be
buying another single Fitbit item from them! Just want my money now it’s a
terrible service

[JRul]

don't you worry about what escalation means LOL
Jim R

Moderator Edit: Personal info removed

[SunsetRunner]

Hi, I registered for a refund early march a few days after you, I got a PayPal refund very late march, I am in the u.k