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.

[Kcti]

Tried emailing support today and got an auto reply that Fitbit no longer provides email support. Argh!!

[RiRi19]

Good Day,

I have been trying for weeks to register for the Ionic Recall. I live in St. Lucia and apparently my island is not on the registration list. Every time I contact support I get an email with the link leading to the same page--- I keep telling Fitbit personnel that my country is not on the list but I am told they will escalate my situation and up till 30 minutes ago nothing has changed.

I really loved my Ionic this is my second Fitbit watch. The fact that the recall is worldwide all countries should be placed on the list. 

I am asking if anyone can assist me with registering please do because I'm truly tired of contacting support with no resolve to this situation.

Minerva

[Jaffadutch]

Hi, is anyone else having issues with the recall of the iconic?

I have followed the links etc and I have a reference number but it’s now been 2 months since I started the process and I have had zero contact. 
the link I was given from help gives a phone number for New Zealand which doesn’t work. 
I have emailed Sedgwick directly and await a response. Communication is poor!!

[Jimnamechui]

@Jaffadutch Can you explain what is happening with your code. Are you getting "Reference code not found"

[RiRi19]

Hi I am unable to register for the recall on the Fitbit pages as stated I live in St. Lucia. St. Lucia is not on the list.  

[Preci]

Has anyone who got the option to get refund for the fitbit ionic via PayPal managed to change that to a virtual card instead, when I registered 2 months ago PayPal was the only option I was given but that seems to be a problem in my country.

[Preci]

I was given only the choice to get refund via PayPal and I want to change it to virtual card so that I can use it at Amazon, how did you get it, anyone knows who I can contact in that regard, PayPal is not user friendly in my country they already reversed the money once.

[Paulaky2878]

Hi Minerva, I wish there was a better option out there for you. Is there not a close by county on the list you can start the recall of your watch as there is a lot of people here using different countries to do this. To be honest we have a UK recall site but as you can see every country across the globe seems to be having really bad experiences with this. 

If you like your watch you can keep it and continue to wear it. My mother in law has decided after seeing the issues we have to continue to use her ionic as she loves it and had only had it a month before the recall came in. 

If you think out of over 2.7 million people who had the watch around 190 people world wide had issues with it which equals 0.007 % of people. 

I have a sneaking suspicion this recall was done so people upgraded their watches as most people will of bought a new one before there refund arrived. Using there 40% discount voucher as people otherwise have to wait months for a refund. 

But just decide what is best for yourself  Hopefully this comment stays on long enough for you to read 

As I am sure the Fitbit community regulator sharks will be checking. My every word

Moderator Edit: Formatting/Word choice

[medixx]

I have filled in all the details, Id rather get a new Fitbit but how can you refund me if you don't have my latest credit card details!!! I would prefer to go to a Garmin shop and exchange my Ionic for a newer model rather than get a new one

[Fenbot]

Yes I'm in the UK and same issue.
I understand refunds may take longer due to numbers however the lack of
communication is absolutely disgusting.
I'm now cutting ties and won't be purchasing any other products.
My refund appears to back at step one as I received a new email saying 3-6
weeks

[cunngoc92]

My ionic has been locked for over 10 weeks but still no refund, no email, no help from fitbit support center, very upset.

[SunsetRunner]

Yes the customer service is non existent on this issue. I’ve had Fitbits for many years but I too will go elsewhere.

[SunsetRunner]

The refund is through PayPal or a pre loaded Mastercard. They don’t need your card details as it’s like a virtual gift card loaded with your refund!

[SunsetRunner]

I’m amazed at how poor Fitbit customer relations are. If a company are unable to meet customer expectations, ie refund within the specified time, then they should get on the front foot and manage expectations by communicating with their customers, apologising, explaining why and giving a new realistic timeframe. Instead there is a next to useless helpline which is wasting everybody’s time and a lot of frustrated customers who will think twice about investing in a Fitbit again. This is a great lesson on how not to manage things.

[Andykiz]

Week 10 (UK) - Still no refund and the last emailed correspondance i have from fitbit was 4th March when the refund process began. I have called fitbit countless times - also spoke to Zain at Sedgwick a couple of weeks ago who was very helpful and escalated my case (which i know has been done) however i've not received a follow up email as i was told. It was then escalated again last week via live chat (again no email back) - i have called today and spoke to a lady at Sedgewick who told me that everything is fine with the refund but that they have not received a serial number / verification code from Fitbit and without this they cannot provide the refund - they are basically saying this is the reason they have 'escalated' to fitbit but it seems fitbit is not responding.

I then called Fitbit customer services UK (0800 069 8505 - use option 2) and spoke to a lady named Claudia and explained the issue, 20 minutes later she's passed this on to her 'internal support team' and they will be in contact with me apparantly - but they dont have a phone number or email address they can be contacted on should i not recieve anything back. Seem to be going around in circles, its absolutely crazy. 

Moderator Edit: Word choice

[Vixunimpressed]

I am week 10 and also done everything you have. It feels like it will never be resolved. 

[Nunupop]

This is exactly same as I’ve been told this week that the serial number is missing. So looks like they have changed the script they are working from!

Sent from my iPhone

[Heddy]

Thank you for providing the credit, as I purchased the Sense and LOVE it.  When I was in the store, I did not find a place that allowed me to choose the free access to Calm, nor free access to Premium (it showed a charge).  How do I get this?

[Ricomon]

Received my refund yesterday for the 2nd Ionic I sent in through PayPal. $299. So the time from when I registered on 3/3 and then sent in 1st Ionic on 3/14 and 2nd Ionic on 3/29 and received payments has been about 2 1/2 months.

[Lilyrozefern]

Absolutely right! Still nothing 2 months later