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Voluntary Safety Recall of Fitbit Ionic Smartwatches

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‎03-02-2022 06:13 - edited ‎03-02-2022 07:18

‎03-02-2022 06:13 - edited ‎03-02-2022 07:18

ionic_product.pngFitbit, 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.
Best Answer
6,642 REPLIES 6,642

‎08-02-2022 10:32

In response to prost22

‎08-02-2022 10:32

Congratulations. You are probably one of the very few that has received
their refunds. When did you start your refund process? I returned my
Ionic in the middle of March and was confirmed they received it on
03/22/22. After all this time I have received no other communication.
When I call all they tell me is my case is being escalated. It has been
escalated so many times that by now it must be reaching the moon. What a
way to do business. So disappointed with Fitbit.
Best Answer

‎08-02-2022 11:02

In response to ErnieV

‎08-02-2022 11:02

I'm sorry and totally agree with you. I sent mine in on March 3rd and
received an email on March 18th that it was received. I will believe that
I am getting the money when it is in my hot little hand.
Best Answer
0 Votes

‎08-02-2022 11:08

‎08-02-2022 11:08

I am REALLY disappointed with Fitbit at this point. I turned in a perfectly good ionic and spent money on a new device I didn't need with no refund in sight. I feel ripped off at this point. Was this a gimmick to just sell a bunch of watches to people who trusted your company? I'm tired of "escalating" my case in hopes of seeing my refund. 

Best Answer

‎08-02-2022 11:46

In response to Virybugarini

‎08-02-2022 11:46

Good luck as it appears the company does not live up to its own agreements. 

Best Answer

‎08-02-2022 11:47

‎08-02-2022 11:47

Hey can you please give us an update on the timeline for our refunds which are overdue ? 

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0 Votes

‎08-02-2022 12:10

In response to Mikeionic

‎08-02-2022 12:10

I agree even fitbit support don't  care they are a disgrace  

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0 Votes

‎08-02-2022 12:21

In response to Virybugarini

‎08-02-2022 12:21

Hi no and we are in our 13 weeks.
Best Answer
0 Votes

‎08-02-2022 17:12

‎08-02-2022 17:12

Again, to all of you that have been responding to my initial refund inquiry, your comments have been very disheartening, yet inspiring.

Today, this afternoon, I finally received my $299.00 USD reimbursement  to my PayPal account.   

Please, do not lose or give up, keep calling, emailing, social media swarming, do whatever to get back what is rightfully yours.

 

Good luck and best wishes to all of you

 

stay safe and take care

 

LakeMeadDiver     

Best Answer
0 Votes

‎08-02-2022 19:23

In response to lakemeaddiver

‎08-02-2022 19:23

Congrats @lakemeaddiver I am happy for you.

 

Interested to know about your wait time? mine is from March 5th (20 weeks) and counting. And how you followed-up with Fitbit support and the ionic recall center? Nothing seems to work with them in my case, their incompetence is insurmountable. 

I only wish I reach this stage, then I am out . Deleting my Fitbit account and never looking back!

Best Answer
0 Votes

‎08-02-2022 19:26

In response to lakemeaddiver

‎08-02-2022 19:26

Thats great to hear. How long did you wait for it . What was your best method of reaching them ?  Thanks 

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0 Votes

‎08-02-2022 23:49 - last edited on ‎08-03-2022 09:37 by Moderator Alum

In response to lakemeaddiver

‎08-02-2022 23:49 - last edited on ‎08-03-2022 09:37 by Moderator Alum

Wow great, I have just had a phone call from Sedgewick no money but actually a contact
Great news for you and inspiration to keep pressing for others, thanks for sharing

Carol J

Moderator Edit: Personal info removed

Best Answer

‎08-03-2022 03:39

In response to MustafaAdelAli

‎08-03-2022 03:39

If you received an email telling you that they got your watch there was a
phone number you can use to contact Fitbit
Best Answer
0 Votes

‎08-03-2022 04:52

In response to lakemeaddiver

‎08-03-2022 04:52

Congrats!
Still nothing here...
Best Answer
0 Votes

‎08-03-2022 06:22

‎08-03-2022 06:22

I completed my recall process all steps in April.

Weirdly enough, I never received a email confirmation of completion of process from my end (I am not sure if they do send it). The last mail I have from fitbit about this was the link for deactivating Ionic.

 

So i confirmed with them if I needed to do any other steps from my side and I was assured all was completed from my end. I was asked to wait 6-8 weeks at first. After months,  still did not hear anything back from them and recently I have learned that my refund is not processed because my Ionic isn't deactivated (after two months they finally decided to share some detail). i was told tthis by the  team that is handling the recall. They asked me to contact fitbit to deactivate my Ionic because recall team is unable to look into it.

 

So I again contacted fitbit support on chat and they have been telling me that they will send an email soon. But again, more than a month has passed.

 

I have not witnessed any disaster like this ever before. And I think even if it's risky, I would start using my ionic now because it sucks to wait for refund or response like this. It's been close to 4 months now. Absurd how they are handling this.

 

I understand I am probably not a single person experiencing this and it's ridiculous. I was hoping to buy another fitbit but certainly not after this. If they were not ready, they should have planned a little better. I want to applaud them for their concern of safety for their user but the process they are going with is just terrible!

Best Answer

‎08-03-2022 08:02

In response to i.rawkx

‎08-03-2022 08:02

same here completed the process in May and then there is no contact from Fitbit yet . even after so many times I tried help line but they also just can't give any explanation. I don't think this gona end soon. 

 

Best Answer

‎08-03-2022 14:18

‎08-03-2022 14:18

I followed the process to register for ionic recall, I have a reference number since March 2022, called recall line multiple time , they create escalation ticket ( without any reference number), no reply , no one to provide any information or to investigation, anyone is having same issue?.

Best Answer

‎08-03-2022 14:30 - last edited on ‎08-03-2022 19:07 by Moderator Alum

‎08-03-2022 14:30 - last edited on ‎08-03-2022 19:07 by Moderator Alum

 returned my Fitbit Ionic back in Feb 2022 and I still do not have my refund.  They failed to let me know that the refund was rejected back in April.  It is now almost July and there has not been any progress.  

 

UPDATE August 3: They called today wanting to verify my email so they can process a refund :- /

 

Moderator Edit: Formatting

Best Answer

‎08-03-2022 14:35

In response to watchdisable99

‎08-03-2022 14:35

Yes, I am just like you along with probably thousands of others who are
waiting and some like you and I since March. It is a very frustrating and
sad situation that Fibit has chosen to treat their customers like this. Not
much more we can do except wait and hope for the best.
Best Answer

‎08-03-2022 14:38

In response to Mexicutioner

‎08-03-2022 14:38

Congratulations. When I read posts like yours , it enlightens me to know
that there is still hope for the rest of us.
Best Answer

‎08-04-2022 06:14

In response to prost22

‎08-04-2022 06:14

I sent mine in May, and everytime I call them, there is a "delay" in processing it. I will get it in 2-4 weeks now that have "escalated the issue"....

I also got Senses for the whole family with the discount, and found that Best Buy had them for $160, $20-cheaper that using the 40% discount... 

Best Answer