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.

[UKWMIonic]

You work for fitbit 😂😂

[Racingmom5s]

???????Sent from my Verizon, Samsung Galaxy smartphone

[UKWMIonic]

Sorry. Wrong person

[lmrshall]

Just got off the phone... unfortunately due to many refund cases being opened as of 25th April, Fitbit is no longer providing refunds... ?

Moderator Edit: Word choice.

[UKWMIonic]

Not surprised in the slightest.

Unless that's a lie too

[Racingmom5s]

Do they have your Ionic?Sent from my Verizon, Samsung Galaxy smartphone

[Newbrighton]

Hi,  Has anyone had the last email regarding details for the ionic refund, it originally  said 3 to 6 weeks, but I've been waiting 8 weeks now, anyone else. 🤔

[UKWMIonic]

Yeah mines at home

[Odyssey13]

Hi @ExMark88  the Ionic has been recalled - click to learn more.

[UKWMIonic]

You have not read any of this thread have you? 

We are all on week 8

[Racingmom5s]

I'm not following. Do you need the last email to confirm information?I sent my Ionic back in the early part of recall. I did receive a virtual refund but it won't work on Fitbit's store and won't work (I was told by Mastercard it won't work) because Fitbit isn't linked to the card with Mastercard. It will only work at 109 retailers (Mastercard sent me a list) none of the retailers sell Fitbits. I didn't ask for a virtual card. It was the only option they gave me.I've been trying to get this resolved with Fitbit for almost 2 weeks with no luck. They have my Ionic and I can't make a purchase on their store using the virtual card so I can get the refund they are offering.Sent from my Verizon, Samsung Galaxy smartphone

Moderator edit: all-caps

[Racingmom5s]

I'm responding to messages I'm receiving. I'm assuming they are in response to my post.You don't have to respond to my postSent from my Verizon, Samsung Galaxy smartphone

[Newbrighton]

Sounds like your situation is a bit different to me, once they confirmed
that the ionic had been deactivated, 3 to 6 weeks afterwards should of got
email with refund details, this is in UK, but not easy to speak to fitbit
direct.

[Racingmom5s]

It looks like a lot of people are having issues everywhere. I hope you are able to get it resolved. It is difficult to reach Fitbit if at all.Sent from my Verizon, Samsung Galaxy smartphone

[Charf1990]

I really hope this isn't true! I spoke to someone yesterday who said he'll escalate it for the 3rd time but it sounds as if there are no team leaders even around to support the call handlers, who I've found to be lovely! So I feel for them. Fitbit really couldn't care less about its customers. 

[FitbitUser1511]

All,

I believe Sedgwick is overwhelmed with the volume coming in.  I spoke to one of the women on the U.S. call in line and she was very pleasant and helpful, but admitted that they are way backlogged on the physical processing of the watches, and that they are being processed randomly, not based on when they were received.

the second component is that Ionic has to review and approve the refunds, and then probably transfer the $$$ to Sedgwick for the refund.  I believe that is the 3 to 6 weeks waiting time after processing.

I have multiple watches in with 1 refund (PayPal) and 2 pending.  She also told me that several watches were processed this week, so I think they are speeding up the process.

I’m guessing minimum of 5 minutes to physically process each watch multiplied by the volume they have received is a massive workload.  I’m guessing they underestimated the volume coming in

[fairmaiden64]

Here in Australia we havent had to send back the watch, so what is the hold up????? I have now gone into week 9 and I am sick of contacting them. It's total BS

[Jesswallace]

Hi, did anyone gave 2 different mails and got his refund? i gave my other email as my contact email as i don't remember password to original mail (which my ionic was linked to) and i got mail that my refund will take 3-6 weeks, im on the day 26 and still nothing, do i have to carefully wait or contact support? i choosed a mastercard

[SunriseRun498]

Phoned again, expected to wait another 10 days as they are escalating it
again, however the lady on the phone says she can’t see the previous 4
escalations! When is it to much time?

[Newbrighton]

Are glad someone's had there's, see what happens next.

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No in UK they just deactivate it, then you dispose of it yourself.