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.

[ErnieV]

It is good to see a few (very few) people receiving their refunds.  Maybe there is still hope the rest of us will receive ours.  Have been waiting for over 16 weeks. 

[MustafaAdelAli]

@Mcossie Hang in there my mate. I still have not received mine too and I am in Australia. Mine from March 5th and the frustration is becoming unbearable (ironic for a health gadgets company to cause you anxiety). The only thing keeping me from deleting my Fitbit account is the good advice I got from the fellows here not give them another excuse for delay.

[DhirajSapkota]

good mornig FITBIT

I received a mail from fitbit  that I cant download music on my fitbit ionic may I ask you kindly why if so give back my 300 euro and take back your Fitbit ionic with respect thank you

[SteveH]

Are you aware that the Ionic has been recalled due to safety concerns. Fitbit are offering refunds which may be a solution for you. See: https://community.fitbit.com/t5/Ionic/Voluntary-Safety-Recall-of-Fitbit-Ionic-Smartwatches/td-p/5087...

[Conker]

Hi, did they try to verify your account first by sending a code by text?

I keep getting a message saying messag can’t be sent….

I have not given them my phone number?

[Samsam789]

I have sent my recalled Fitbit Ionic in April. It has been more than 15 weeks and there is no refund. I have called them several times, they received my watch but they don't know about estimate time the refund takes. 

[venables]

I never had to send my watch back.. maybe it is a different process in different countries though.

As mine failed just before the recall process, it couldnt connect to the account so I sent lots of photos of receipts, stats pages, photos of the watch next to an email they sent me, and finally had to just send them permission to remotely remove it from my account.

I kept all the emails just in case, and I am very glad I did now.

[venables]

This was the phone list I was given to call. I used the UK number and it was a dedicated Ionic recorded message, but probably just the front end of a call center based on the line called..

https://www.fitbitionic.expertinquiry.com/contact-us

[Corydobb]

I sent my Iconic in, in March as requested via the return Kit that was sent.  I have called weekly ever since and have constantly been given the run around as if it MY fault the refund has never been issued.  They will not give me a supervisor or any alternative to take care of this issue.  I am disgusted and after 10 years as a customer have advised everyone I know and with success to discontinue their Fitbit use and to find an alternative smart watch.  It is so very disappointing when you cannot trust a company to follow thru with such a basic process and to have no recourse what-so-ever.  It is the point of the whole thing.  ~ Ciory

Moderator Edit: Word choice.

[mr31]

Hi,

I had mailed my Fitbit Ionic back in early May, exactly per the instructions. Now Fitbit claims that the box was empty upon arrival. How is that possible? The only thing I am told to do is keep calling this third-party who has no access/ability to do anything at all and only can escalate the case to Fitbit. I am told Fitbit will contact me, via email most likely, if they need anything from me. However, the one person I spoke with told me that Fitbit will contact me only if they need anything before they close my case, so I should continue calling back every week or two to check-in and escalate again. Also - initially, the case was closed due to empty return box, but I wasn't even notified at all. Wish I would have waited to buy a new Fitbit until I got the refund, now I want them to take this new one back because I bought it assuming that I would have $299 coming my way to cover it (not to mention I liked the Ionic more than this new watch). Is anyone from the actual Fitbit company able to help me out here? I feel I'm going to have to call once a week for the rest of my life and, ultimately, will never get my $299 refund.

Thanks.

[Veroannie]

Following the recall of my Ionic, I registered for the claim. I received an email confirming the sending of a Walmart gift card, but the balance of this card is $0.00 so I cannot obtain the compensation promised by Fitrecall of my Ionic, I registered for the claim. I received an email confirming the sending of a Walmart gift card, but the balance of this card is $0.00 so I cannot obtain the compensation promised by Fitbit

Moderator edit: format

[BeckyRose82]

I STILL haven't received my refund and I am getting increasingly frustrated by this.  I've created an account for my refund card (which has taken 3 months to be sent) and it's saying it'll send me a code to my mobile number but I've never given the system my number!  So I'm stuck and irritated now.  How can I get my refund?  I'm sure this is against trading standards........

[BeckyRose82]

Are there many others who haven't received it either?  I have my discount % but loathe to use it as I'd rather use my refund to buy a new product!

[BeckyRose82]

Exactly the same has happened to me!!! Getting really annoyed by this process.  Have you called the number to try to speak to someone about it?

[venables]

I've had no discount offer, and no refund yet, nearly 14 weeks since the Ionic was "accepted" for refund.

I have called many times, used support on Twitter, still waiting. The discount is effectively useless now anyway as I expect to move to another brand once this farce is resolved. My Charge2 still continues to work and is my backup as I am already on a replacement for the replacement Versa3

[Jaffadutch]

I was told mine was emailed and when I said I haven’t received it I was
told to make sure I don’t delete emails!!! I certainly haven’t but couldn’t
believe I was getting told this!!
They have now escalated but said this will take time.
I feel am just getting the run around. If escalating why not give an
escalation number or an email to probe this is so?

[MpTo]

Hello SteveH,

You are right, Fitbit bit is 'offering' recall refunds, they're just not 'fulfilling' them.

[venables]

Nice translation.

I find it strange that any company these days can let something like this rumble on, especially considering the refund offer was their idea (albeit due to safety issues).

I'm still waiting for my response from the help desk from my query last week (phone, via the dedicated support line for the recall). The fight i had actually getting Firbit to recognise I had an ionic was also impressive - they sent me an email saying they said I had an impacted device and then when registration was problematic changed to "we cant confirm you have a dedicated device".  Persuasion (including "you told me I did") eventually worked but that was 14 weeks ago... since then plenty of chats online on Twitter, emails and calls and still nothing other than "well, we have sent an email, you should check spam".

I think this is going to be a long wait, but I've done that before.. so I'm happy to wait this out for £239 (my purchase price, but I suspect I wont get that)

[Conker]

 

Look for this email, it will most likely be in your spam, so look regularly…

put the code in and it will direct you to B4B

payments…. Set up an account… it will probably try to send a text message to confirm, but you probably haven’t been given the opportunity to give your phone number so the message can’t be sent….

find B4B payment phone number and call them to leave your details… next login again and the text will be sent with a code.

you can now see your refund which will be spent online

[Conker]

Just to add… the card code they ask for is that code on the email, not your personal bank card number