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.

[Zamanbajwa89]

how do I refund claim against ionic watch? As i am living in Pakistan and my country is not in that list which have been updated on fitbit refund  centre. Please guid me

[Kreter]

47 days after recaived e-mail about 3-6 weeks refund - still nothing.. no respond on e-mail, via phone only storm like "yeah we will escalate your problem". 

Moderator Edit: Word choice.

[nike68]

After my refund failed I’ve basically been told it’s being looked into and still waiting on an answer

Sent from my iPhone

[Ajchareesa]

Hi, I am still waiting for my refund process, now my Ionic can not pair with the app and does not work at all. I had a live chat before but it is just telling me to wait for a reply for Fitbit team. It has been sometime now can you look in to as soon as possible please.

[Truballi]

Received An email stating that my rebate was processed and received and within 10 days my refund would come it has been a month now and I have never received my refund. I’ve called the numbers to inquire about this they state April 21 my refund went out yet nothing has ever been received. They say that I will get an email from Hawk something yet nothing has been emailed to me from them either. Not in my junk nor trash folders either. I’m beginning to think Fitbit scammed me out of my device and refund. Beyond frustrated with the whole customer service. 

Moderator Edit: Word choice.

[Bevmdodd]

Has anyone actually received a refund within the last couple of weeks ? They've escalated mine 3 times then on Monday told me it had been processed and I would have it in the next few days ??

[FitbitUser1511]

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@Bevmdodd wrote:

Has anyone actually received a refund within the last couple of weeks ? They've escalated mine 3 times then on Monday told me it had been processed and I would have it in the next few days ??

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Last refund for me was received on May 13. 

[Mudassir1010]

• Hi I was given refund in my PayPal account but as my KYC was completed next day PayPal has push back my money to fitbit. Updated my case in recall center but after 2 months my case is not solved 

[Blueeyedape]

"I have asked for their complaints procedure and they have said that once they reply to me I can make my complaint. What sort of useless complaints policy and procedure is this?"
I am UK based.  I called fitbit and spoke with their team.  When placing my order it specified "Expedited (1 Working Day) (via DHL Express) " - great thought I minimum disruption get it before I head away with work for a month.  Next response I got through was from DHL who said my Fitbit was going to be delivered in three working days time, and was coming from the Netherlands.  Phoned up fitbit only to have their rep argue with me that they don't offer expedited one day delivery, it was two working days.  I was then had to submit my screen shots to "prove" one day expedited delivery was quoted at which point there was no further response from fitbit.  Phoned them again to ask for the complaints department only to be told that they don't have a complaints dept. - Is this true?

I had ordered a Sense, but looking on the forum here there seems a rather large proportion of unsatisfied users or people with issues with the sense or the 5.

Any advice on the complaints dept?

[NoahNing]

Finally I got the refund on the 19th, May. So it’s like it’s a matter of time and patience to get the refund. 

[Vmartinez]

The third party received my watch on 3/23 and I haven’t received my refund yet. I was told that there was no way to predict when I would receive it either. 

Moderator Edit: Word Choice.

[lebowskifan]

How are you submitting the claim? I went to the expert inquiry and filled out my details. I made sure it matched, and when I go to disable my ionic on fitbits website it says my reference code was not found and that I need to wait.

I have been waiting all day already!

[Uniqdeep]

@NoahNing 

When did you register and did your claim fail in the process anytime? And also tell us, did you contact fitbit for your claim process?

Thx

[Michele711]

Of course I registered.

Sent from my iPhone

[Craigoose]

When I try and pair my phone with my ionic, it says this device is locked and cannot be paired. Can someone help?

[Vmartinez]

Never failed, even got an email stating that my watch was received and that a refund would be issued shortly. Was given this link to call if I had questions (https://www.fitbitionic.expertinquiry.com/contact-us). When I contacted I was told that they did receive the watch but couldn’t say when I would get a refund. When I asked for a manager or supervisor I was told they will have the same answer and they could not help. I give up, just going to get a different brand watch. 

[Odyssey13]

@Craigoose  the Ionic was recalled. Once the process for a refund has begun, the device is disabled. click to learn more

[lKennethLai]

I didn't wear my ionic few days, on today I found my ionic cannot pair and message appears "device has been locked and cannot be paired"

How to solve this issue?

I need assistance to unlock 

[Odyssey13]

Hi @lKennethLai  the Ionic is under a recall  - click for more information.

[Geeeoooorrrgge]

@lKennethLai - I'm hoping you knowingly submitted a request for the recall of the Ionic and just didn't realise this would lock your device? There is no way back, you receive a refund in exchange for having the device locked and agreeing to dispose of it. Either that, or Fitbit has blocked all remaining devices. 😳