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.

[JRul]

That’s nothing.. there is a guy here that has been waiting over 200 days.
Fasten your seatbelt… it’s going to be a ride!

Moderator Edit: Personal info removed

[JonVilla]

Ionic Device got Recalled on May 19th but I haven't received any refund yet. I'm Sick and tired about phone calls and chat support(UK, "International countries number", fitbit recall center..., it looks more than a joke than a recalling process(it is a waste of money)). More than 8 weeks =.= here and waiting. Another 3 relatives got the recall process too; and they get more than 4 weeks now and they haven't gotten any information about the refund process status after having gotten disabled the devices.

Nowadays, no watch nor money.. it sucks.

May anyone help us?

[Mikest]

I also wait over 10 weeks. It seems to be the new service thought of Fitbit.

I guess my next tracker will be another brand.

[JonVilla]

We need our money back! 

[nawood42]

Fitbit,

Please give us some insight as to why our refunds have been delayed!!

[Sugarspell]

Like you JonVilla, I have now escalated four times and still have not heard back from the escalation team. I got my refund issued in mid-April but did not know it was coming in email and I deleted the email. I have called four times and each time they say all they can do is escalate. I have not heard back or received another email with the refund. it has been four months now and this is beyond a joke at this point. I have been with Fitbit from the very start and this may well be the end of our relationship along with 20 or more of my family and friends. 

I am just simply wanting to hear back about my refund before the end of a year's wait if possible.

Moderator Edit: Formatting

[JP_Mul]

Anyone else left waiting for the refund to come through? I was told three to six weeks. Unfortunately my case has been closed so I can’t email Fitbit for an update. 

[Carolajfit]

Waited 20 weeks, now gone to trading standards
Carol J

Moderator Edit: Personal info removed

[venables]

Open another case. I'll be doing that Monday after my second 3-6 weeks
window passes, and I have them an extra week to investigate

[tlcampbell5]

Sent mine in on March 3rd, after multiple calls and told it was being
escalated I finally got a call on Thursday saying that it was being sent to
my paypal account but couldn't tell me when. So, I am still in limbo.
Sorry you are dealing with this like everyone else.

[Ridthirong]

I do not understand.

Open with same impact or new impact.

[Ridthirong]

I chat with fitbit this way.

https://myhelp.fitbit.com/s/support

She talk to me.only call to fitbit refund center to known how about my process.

[ErnieV]

Why was your case closed if you have not received your refund?

[venables]

If you don't keep replying or updating a ticket, it gets closed. The same
has happened to me twice now.

It isn't resolved, it is just no one has complained every day because you
assume it is being dealt with by a professional support team.

I work for a software company with a support team and help them a lot and
NONE of our tickets are closed without customer conformation.

It's a shock that any system just times out without any enquiry from Fitbit

[SunsetRunner]

I have read about this happening to many people. Fitbit is being so secretive about this whole process, I think we can only guess at reasons.  What is clear is that this is badly organized and there is no communication between fitbit support and their recall center.    

[Jaffadutch]

I’ve been waiting since March… not a single email received!!

[Nikki66]

Any input on the mess refund delay issue? The discount is great but i shouldn’t have to put any out of pocket funds towards a new watch!! Very frustrating not being able to track as we are used up. Every time i call the recall help line I am just given an extended wait time but never any real input into the issue 

[Willatn]

It didn’t work for-me I was redirected

[Jaffadutch]

@fitbitsupport

[venables]

I raised a new support case with fitbit, but the only thing they told me that I can do is all the support line again. So I did.

Apparently the payment process is in progress, and that is all they know.  Well, I assumed that it was in progress since they told me 3-6 weeks in April, but who knows.  

The payment needs to be approved - by whom he also didnt know, but again I assumed that it was already approved as I have / had an Ionic, it was faulty and I was told the process of registration for refund was complete. What else needs to be approved?

I'll get an email.... sometime. Again, "the process is automated" and the guy didnt know what timescales it works in. Again though, if it was all approved and I was told 3-6 weeks in April, what else is there to do?  Who gets the final say on who gets paid?  

Submitted the info to fitbit as a support case, and will keep updating it every day or so as I do or don't hear any more info. That will keep the case open, and the SLA ticking over on their support team.  Maybe Fitbit will apply some pressure in the end to their refund supplier