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.

[SunsetRunner]

Some of us (me included) are now on week 12 of waiting. Registered on 3rd march, Watch removed from account 27th April. I’ve called twice to get the same “keep your eye on your email” talk. 

Moderator Edit: Formatting/Word choice.

[Knickels]

What is the refund amount, is it even worth going through the hassle?

[nike68]

I used the PayPal Road except my PayPal wouldn't take the payment. I have since fixed the PayPal issue but now I can't get them to commit when I will get my refund resubmitted back to me. I got paid within a week and a half of submitting my refund but now two months later I'm still waiting to get my RI refund

[timks1]

Dear fitbit team,

I have contacted you now several times because my Ionic was recalled, but since 4 weeks, it is not possible to get a confirmation for my refund or the discount code. Maybe someone here can help.

My story is this:

> - I initially had my ionic device registered under my gmail address

> - then, I later changed my Email address for my fitbit account (no longer gmail, but an address ending with "gmx.de")

> - then, in April, I received the message from fitbit that my device needs to be recalled

> - then I performed the recall/ registration process in April and and inactivated my device (under my new email address)

> - I received the registration number in April for this Email address

> - then there were issues in the system, my refund did not work, so I spent several hours and days on the phone with your colleagues and fitbit told me to re-activate my device and do the registration process all over again with my initial Email address, because they told me, with the second address, it wont work, since its not the original address

> - this I did, and I received a new registration number but still the issue persisted. in the end, I could register for the refund, but I always receive the error message that my device is not connected to my fitbit account when I tried to verify my device.

> - now, after all these tedious procedures and phone calls, fitbit told me to go back to the second Email address, which other fitbit colleagues had told me wont work in any case (see above), and which also didnt work.

The refund process did neither work with the old nor with the new Email Adress. I now spent weeks of waiting and spending hours on the phone, approx 30 Emails, facebook messages and direct chat support to solve my issue! But I keep getting the same error messages over and over again. I had already several times online agreed to deactivate my device and I have already several times sent a picture of my device with the registration code written next to it on a piece of paper. In addition, I have sent the original receipt for the device. Also, I have sent screenshots of all the error messages I had received. Always when I am in contact with someone at fitbit, they ask me to contact or call someone else...this goes in circles since weeks now. I dont see what else I can do to get the refund I am entitled to?

Sad to say, but although I had been a happy fitbit customer, this is the worst customer experience I ever had and I am losing hope that anyone at fitbit is able to resolve this.

Thanks

Tim

[Tclav71]

Where are the refunds exactly???? We've all been waiting MONTHS, after a promised 3-6 week time frame.

[Mmayllewellyn2]

The whole process is a joke - how hard can it be ? Why does noone you talk too know anything other than “im sorry”. Not good PR for this company. I have not had a device for over 2 months now and am extremely frustrated. Live chat gives you nothing either. Phone calls give you nothing either. I am based in Australia and have no way of taking this further - disgraceful treatment of customers fitbit !

---

I have had the same problem! Always the same reply’s- they all read from the same script and you end up going around in circles! Its a disgrace! Noone has a answer to give you and just pass uou on to another person. I am so angry! Through no fault of my own i am now without a device for over 2 months. I have always loved fitbit but now I am beyond cross with the way i have been treated!

---

Apparently around 400$

Moderator edit: format

[james_99]

I am in China. My device has been disabled on March 10th and received the refund this morning, $301.

[PCsurgeon]

I also live in the UK I've been a loyal Fitbit customer since the original FB came out. I successfully used the code to get a discount on a new Sense. The new watch arrived but the strap I ordered at the same time never turned up and although it's over six weeks since I registered my recalled Ionic watch, I've still not seen the refund money. It feels like I've been ignored. Come on Fitbit, this is not your usual service! 

[slhaunz]

Good luck getting your refund. I have been trying to get my refund since mid-March with no joy. Almost two weeks ago, they promised within 3-5 days but lied. Then I got an email that my case had been closed. As my husband says, they're customer service is "catastrophically incompetent". Their service has declined terribly, unfortunately.

Moderator edit: format

Edited to add: I don't know why this was moved to this forum as it was in reply about receiving a refund for the Sense, not the Ionic. The refund for the Ionic was already received.

[FitbitUser1511]

Are you trying to get more than the $299 refund because you paid more?

[Geeeoooorrrgge]

@SunsetRunner - Where did you get the idea you're entitled to a full refund? The refund amount was set in cooperation with the CPSC. It's the same for everyone, no matter how much you paid - it's significantly higher than the current second hand value and it's more than enough to buy a brand new replacement.

[Knickels]

No, just trying to get what amount they are refunding, if it was going to
be something like $50, it wouldn't be worth the hassle

[Geeeoooorrrgge]

@Knickels - $299 USD, slightly more if it's the Adidas Special

[Knickels]

I didn't know the amount they was refunding... which is why I asked how
much was the refund.. reading comprehension must not be your strong point.

[Geeeoooorrrgge]

This forum is designed as badly as the recall process. You click 'Reply' to a comment and once you post the comment, it doesn't give any indication who you were replying to. 😐

[Knickels]

Thank you.

[Mmayllewellyn2]

Australias dollar is kore than the US dollar- just want what im entitled too !

[nike68]

No just the standard done what they offered

Sent from my iPhone

[Odyssey13]

@Geeeoooorrrgge  when someone uses the tag line, as you did on some of your posts, it does help to know which person is being addressed in a post. Not everyone remembers or knows how to use a tag. There are times when someone on the forum isn't used to posting on a forum.

[SunsetRunner]

I have been waiting for my refund also since 3.31.22. This is the date I was told that my return was actually processed {refund clock started), which is different than the date it was delivered to them by UPS.

I ended up buying a new Sense through their discount versus waiting, I had hoped to use the Ionic Refund to pay for it. Unfortunately, I am still waiting for my refund.