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.

[Uniqdeep]

@Mudassir1010 

Same here.. My refund was also sent back, without letting me know. Its not even showing in Paypal.🤷🏼‍:male_sign:

[Fetchinaus]

I registered.  They told me they sent a refund email in April.  It never arrived. I ring every week for them just to tell me they will resend it. Never do.  Registered in March.

terrible service.  Now the Ionic recall helpline just sends to silence!

[surajptl]

I have tried calling the helpline numbers over and over again but they are dead.

My device is disconnected. My account for refund details are proper.

Everything is in order.

Only thing remaing is that Fitbit has to initiate the refund from their end.

I am waiting since 4th of March 2022. There is no activity or response.

I am at the verge of losing my faith in the Fitbit brand completely as there is no actual support, help or response from their end.

Many more will end up like me and give up fitbit products if the proper refund is not done.

[AlokPathak]

Hi Nitin, Any updates on refund? I also did not get - how to contact them?

[Shemandy]

I did mine, I think over ten weeks ago now and still no refund 

[danieljryan999]

I have waited over 11 WEEKS for the refund. Where is it?
"We verified your account, disabled your device syncing, and will issue your refund within the next 3-6 weeks."

Moderator Edit: Formatting

[Fenbot]

Good luck, I'm in the same boat and 5 weeks ago got another email to say
3-6 weeks for refund so it'll have been 12 weeks in total.

[Ronk82]

Registered since 4 Mar and still waiting for my refund. Made a few calls to the oversea hotline and was advise to continuing waiting !

[YojanaFitbit]

Hi everyone.

We really appreciate all your reports and feedback about this process.

If you've already contacted our support team, please keep communication open with them since this is the best way to receive a response to your inquiry. We appreciate your patience during this process. Thank you again for sharing your comments with us and please know your feedback won't be unnoticed. To learn more about the Ionic recall and how to get your refund, visit our webpage at help.fitbit.com/ionic.

Please note, we ask that posts stay relevant to the thread's subject, be productive, and follow our Community Guidelines.

Thank you for your cooperation in keeping this a welcoming and constructive place for all members.

[Truballi]

 the email I received in April said my money was going to be sent in 10 days 🤔🧐 it’s 1 day till June and may had 31 days You do that math.

Moderator Edit: Word choice.

[Pepo101]

Hello There,

Had anybody gotten their refund? It has been over two months since Fitbit got my watch, but no refund yet. According to the tech specialist, someone from the escalation team is supposed to get back to me with an update, but no call yet. This is very annoying since I already bought another watch from Fitbit, but they are not sticking to their words.

Thanks,

[JeffyThomas]

Hi ,

i have applied for fitbit iconic refund on 3rd march and i have not yet recieved the amount . Its been more than 3 months and there is no response from fitbit team on this matter .kindly look into the issue

[SunsetRunner]

So many of us have done exactly as we were asked and we are left with nothing other than this community board to share our disappointment and frustration over the lack of communication and follow through from Fitbit. I am now exploring other means to get the word out as to how we as a group are being treated. Fitbit has my watch, I have an email from them with the ID# for my item and I have yet to receive the money, or a clear explanation as to why the refund "failed" and what exactly escalation has to do with mitigating the issue!

[i8ubfr]

Well, what do you know, just received my recall refund 5 minutes ago, Fitbit received my Ionic on Mar 12 registered Mar 17th and almost 11 weeks later paid. Guess patience is a virtue!

[SunsetRunner]

Lucky you! The concern is for those of us whose refund "failed" and we're never told why it failed only to have our issue "escalated" with no clear path to mitigation..

[banchew88]

I Registered in mid Feb 2022. Finally got a confirmation on 9 Mar 2022. And a discount code to spend more money at Fitbit.

After 2 months I contacted Fitbit US and then local Fitbit in Australia. And guess what! Apparently the recall refund was sent out on April 9!!! But no email was received.

So, I began a weekly call to Fitbit (US) who directs to local Australian contact who escalates but nothing ever happens. No reply email. Nothing! After 3 months with absolutely no email except for the discount code. I cannot see any recall rebate coming anytime soon and my discount code is expiring anyway.

And forget about call them folks. There is no one there who can help you. They are just call Centre's that escalates your calls and nothing ever happens.

They have achieved their bit by disabling your Ionic, promise a refund so you do not complain, give you a discount code

Moderator Edit: Formatting/Word choice.

[Micamc]

Hello, I'm just wondering if anyone else is having the ionic recall refund runaround. I sent my ionic back in at the beginning of March and have checked on it every week since the beginning of April and I keep being told that my refund is processing. This last week I called again because there's no reason why I should not have already received my refund and the customer service agent said that my ionic was not initially identified as an ionic....what?!?! Seriously?!? She said that's  why I have not received my refund yet..... Which is total BS they have the ionic!!! I went ahead and purchased a new tracker with the assumption that I was going to receive the money back for the one that I had already purchased that I had to send back to them and I'm still getting the runaround.

[Odyssey13]

@banchew88  when we join the forums, we all agree to abide by the Terms of Service. You might want to read them - click. Fitbit Moderators can edit, merge or remove our posts, per those terms.

[prost22]

Yes, Odyssey13, but as many have observed here,  my personal experience is everything went fine. Got the recall notice and the 40% discount, bought a Sense, kept the Ionic going until the Sense was delivered, returned the Ionic when the self stamped self addressed mailer came. Later received another email, this time from hawkmarketplace, dug around, made some inquiries to Fitbit, found out at last the email was legitimate, got my $299 on some sort of online Mastercard site. Haven't tried to use it, but in theory I have the $299 refund. BTW, Fitbit told me the Ionic serial number was on the recall list, but in 5 years, never had a bit of problem with my Ionic except for a wristband that had to be replaced.

Moderator Edit: Word choice.

[whynoti]

Hi there. Been 8 weeks since I completed the info required. There is no New Zealand contact information available. In other words to follow up with whats going wrong there is zero support unless I ring an international number at my expense. After 2 months of no step monitoring and no idea on what a refund looks like there is no way I'll ever buy another Fitbit again. I will however pursue my refund as my Ionic was just fine and now I have no watch thanks to Fitbit.

Moderator Edit: Formatting