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.

[venables]

I selected the "refund via paypal" option as I have a paypal account, so I shouldnt need any card emails.

It should be pretty simple 

[KaiFei]

Now my device has applied for recall for 2 months, and the device has been disabled from synchronizing with the mobile phone. Why haven't I received a reply email yet?

[tlcampbell5]

I feel the same way

[lakemeaddiver]

thank you to all that have replied to my recall/refund inquiry.  Your response has been overwhelming.  My current update is that I received an email yesterday stating that my complaint has been elevated to the highest level.  Again I was told to check my spam emails from April 2022 for my digital refund which I had done originally back then. Still nothing.   Will keep all of you posted on what happens.  Good luck and best wishes to all.

LMD

[HeartSufferer]

Hi Lakemeaddiver,

Please advise me the email address you wrote to. I send emails and get an
immediate response "this email address is a no-reply address".

I have been waiting for 20 weeks and no refund. Originally I was told my
payment failed through PayPal because THEY made an error in my PayPal
account. I never believed that excuse.

I have also been elevated to the highest level I am told. I now could be as
high as space debris of old satellites :satellite: and among other things.

Very frustrating. I hope there is a silver lining to this ordeal for us all
who are going through this.

HeartSufferer from OZ.

[rowanpi]

Hi there, 

This is the second time I'm posting this. The contact number for international (all other countries) ionic owners is not working. How do reach the right people. I tried calling US number. They gave me numbers both of which did not work. Actually the one that did work, gave me a 3rd number that didnt work. please help. 

When I try to call the international number for the fitbit ionic recall I get the following message and immediate hang up. "The party is not answering, goodbye". Number used was the one provided: 

All other countries
+44 (0) 20 8099 7960
Monday to Friday 24 hours

[tlcampbell5]

I am in the shape. Been waiting since March. I don't have an email
address that will do any good. I get the same old excuse too. Sorry

[Alan1973]

Yet another  wasted half hour  Sedgwick your a waste of space and fitbit  your no better when is one of you going  to own up and pay what you  owe keep  passing  the buck 

[Corydobb]

Yup

Sent from my iPhone

[Jaffadutch]

Do not enter the zero in the brackets

[Yusuftemiz]

Well i follow all steps my device cannot pair with my phone anymore

but where is the cashback?? I dint recieve any thing?

[MustafaAdelAli]

@HeartSufferer interesting! I have had the same scenario played out. Some supposedly failed PayPal payment, but when I asked them to produce any evidence for this incomplete transaction to follow up with PayPal I get ignored. Even after all the changes I could think of done to my PayPal account to make this go through, there has been no second try for 5 months.

I suspect something is wrong with this refund center, specifically in OZ. From the chats with the actual Fitbit support, I assume there no ill intention from Fitbit, but evidently there is a lack of will to oversee this third party and fulfill the refunds.

[UserNameBitFit]

Question! I'm past the forty plus day mark waiting on my refund so I called Fitbit's number. Found everything was approved but there is now a delay for refunds at this time. 

My question is, when can I start my 17% interest on my refund amount?

Thanks

[Jake696]

---

@Abbey126 wrote: DMVNow

Incorrect time 

Moderator edit: updated subject for clarity

---

Check if your PHONE has the right timezone, then check the timezone settings in the Fitbit app. If you set the watch (fitbit app) to automatic, it should work, but it will use the timezone of the phone.

[Barrett47]

I have been waiting since May 3rd, still no emails no communication and no refund. At this point please just unlock my ionic device and let me use it at my own harm. I really cannot. Last watch I will be buying from them

Moderator Edit: Formatting and word choice.

[venables]

last time I tried the support channel on twitter, they just told me to ring the UK Ionic line.. said there was nothing they could do as it is a separate team.

I might go for the main channel though. It is getting absurd now

[MustafaAdelAli]

@venables I agree. This third party handling the refund centers is doing more damage to Fitbit and wasting the whole point of the recall. I am just hoping that the lack of oversight over this incompetence is an honest mistake. I think we should be properly compensated for this inconvenience over the mountain of inconveniences we already have for being guilty of owning an ionic.

[Mtoast]

I am in Canada. I had no problem registering mine and got the discount code.... ordered a new watch.... but it has been months and I still have no refund for my ionic! So frustrating.... called the iconic recall line and apparently they are having trouble refunding money?!?! 

[IDAHOTRI]

Have you received your refund? I've been waiting four months. 

[wutzisface]

May 2, 2022 Registered for refund.

May 23, 2022 got notified my refund would be processed in 10 days.

After the 10 days I called their help line.  They told me there was a delay and that it has been taking 3-6 weeks.

6 weeks passed and I called again.  They told me my refund was mistakenly canceled.  They said this is a problem on their end and that that they would elevate it.

I have been calling weekly since and still can't get a estimate of when it will arrive.  All they can tell me is the refund is delayed.