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Voluntary Safety Recall of Fitbit Ionic Smartwatches

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ionic_product.pngFitbit, 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.
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There is so much misinformation being posted from other countries, than the country that the consumer needs assistance from. Because of that Fitbit is being blamed.” 
I haven’t seen any misinformation in the community and the reason people are blaming Fitbit is because when they’re calling Fitbit asking for help they’re not actually receiving any. All they’re being told is ‘keep checking your email’
People  are frustrated because they were originally told the refund would take 3-6 weeks whereas some are now going into week 9 and when this is communicated here in a post. Yes it’s going to be a slow process but the customers are only after information, which unfortunately isn’t forthcoming and that’s only down to one thing ….

apparantly the number of units effected is 1.7 million (according to reports) so unfortunately it is going to take its time filtering through to everyone so we can only sit and be patient and hopefully we’ll get there in the end. 

 

Moderator edit: word choice

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I have an ionic and can’t use it anymore because of safety. I didn’t get any emails my device is dangerous but had to find out by accident! Having charged my device many times eventhough it could be dangerous as I wasn’t informed properly! Yesterday I found out and registered on the website to get my money back. I get an email with a code, but when I want to verify my account and fill in my code; it says the code doesn’t exist….😕
That way I can never end my process to get my money back and/or the discountcode. What now?! I have exactly the same!

 

Moderator Edit: Formatting/Merged posts.

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In the first instance I would go here for contact Fitbit help 

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The email contact is terrible. They are of NO help at all

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My verification hasnt completed as yet and that’s from 4th March, I’ve rang 4 times to be told the same thing big delays due to the volume of customers accessing the site. 

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@Dionne1977 

Go back to the beginning of this thread Page 1 and read post by Pizzacheeks for assistance on getting the code.

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https://contact.fitbit.com is the email I have been getting support contact
from --

Moderator edit: personal info removed

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Same in the UK

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I HAVE the code…it’s not recognized so I can’t verify my account 😕

* sent from my iPhone *
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I have got my verification code ( UK ) and when you click on takes you to
b4b virtual master card, but the problem is it asks you for your card
number to login, but no way of registering without a card number so carnt
proceed, has anyone else had this problem? Thanks.
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Hi. I have got the refund for my Iconic watch recall that I had applied. But the refund has come as Google play credits. I am unable to use the Google play credits to buy a new fitbit. Can this Google play credits be transferred to PayPal credit? Please help

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@Newbrighton wrote:
I have got my verification code ( UK ) and when you click on takes you to
b4b virtual master card, but the problem is it asks you for your card
number to login, but no way of registering without a card number so carnt
proceed, has anyone else had this problem? Thanks.

The number they are referring to is the 9-digit Card Code that is present in the email B4BPayments sent you.

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You asked for Paypal refund?

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Yes thanks for that bit misleading, I had done that now, cheers
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Did you ask for a Paypal refund?
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Still waiting for my 2nd one to process…called three times so far to be told they received it on 03/25 and still nothing. Don’t see how the first one processed when received on the same date…but second one is dead in the water. 

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No asked visa Fitbit sent $299.00
That replaced my iconic with the versa 3 . I m happy, took almost 2 months but got it.
Sent from my iPhone
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Any belgium users here? How do I get the desync working. I already waited for over 8 hours and it says no reference code found, wait 90 minutes. What am I doing wrong?

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I 100% agree. Nearly 9 weeks now for me and this is so unbelievable! 

 

Moderator Edit: Word choice

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Hi. I appreciate that Fitbit had conducted this ionic recall exercise and refund their loyal customers duly and it's indeed an opportunity for Fitbit to further strengthen their customer base loyalty and I am more than happy to continue to use Fitbit as my only health tracker by using the refund to purchase the Fitbit sense instead. However, it turns out the gift card I received was Grabfood vouchers that has limited usage for food only and it's not transferable. It might be the last thing you want to provide food vouchers to whom constantly track on their health conditions. I am more than happy to receive other e-shopping or even Fitbit own cash vouchers that allow me to purchase my next Fitbit.

I have yet to activate any of these vouchers that I do not need. Appreciate Fitbit could look into this to let me get my next Fitbit soonest with this refund to start tracking. Thanks. 

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