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.

[BrianH63]

I received the e-mail with the 40% discount code on May 1.  I received the rebate on August 5, which is just after the 90-day expiration.  I wonder if it was planned that way.  I wasn't going to buy another watch until after I got the refund.  I had another Fitbit in mind, but now I'm looking at other options.  Has anyone had the code expire and contacted Fitbit to get another one?

[venables]

I tweeted Fitbit, FitbitSupport and Google today. Was basically told to contact their "ionic recall team" again.

I just dont get why if my contract is with Fitbit (I paid them for goods), they offered a refund, they employed a sub contractor, then why it is me (or us) that has to chase their subcontractor.

Fitbit are "prime" here.. they need to sort it, not us

[SunsetRunner]

I agree.  It’s also unfair that so many of us have been waiting since early March,  when people who only applied in May have since been refunded.  It’s clear refunds were not processed in the order received.  

[watchdisable99]

The issue is no one is confirming to what email was sent and if the money
was spent or not , no follow up other than they send to the escalation team
and they will get back to you, no information on when they will process it
if it is a day or a year

[venables]

I've never received the discount code, nor any escalation. It's always just
we will get back to you in a week, and that never happens.

Not that the code will be of use unless they allow it to be used on other
shops.

[ErnieV]

I agree with you 100%. It just seems unfair. I think I even read another post where other people submitted their watches in June or July and they have already received their refunds.  Maybe Fitbit will realize this soon as start processing the refunds on a first receive first process.  Don't count on it.

[statik310]

Who else is having a HORRIBLE time getting their IONIC refund?? Been waiting since march and just get the runaround "your case has been escalated"

[JonVilla]

4 impacted devices... No money, no emails yet... 

[ctberry61]

I bought before refund came.  Sorrry

[ctberry61]

Sent from my iPad

[ctberry61]

Ok I have 3 numbers for recall in the US.   888-371-2109;   833-484-3242;  888-240-2819.   Not sure which one I finally contacted the right person at. Good luck all.  

[Shaw_zhao]

I received a safety recall recall message for my Ionic smartwatch and followed the steps to recall it. and i checked the below page：https://help.fitbit.com/zh_CN/ionic3.htm 

But after six weeks of waiting, I haven't received a refund message. Are Chinese users not covered by the recall? i have a few questions, I hope someone can answer my questions.

1: Is China covered by this recall?

2: If I can't get a refund, will my watch continue to work?

3: Is there an employee to check on the progress of my refund now,please?

[ErnieV]

Here's a link that will give you a list of the phone numbers provided by
Fitbit:

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

[Shaw_zhao]

I sent some help emails but no one answered my question.

Does this have to be communicated by phone? I'm on a business trip and can't catch the jet lag

[Jaffadutch]

Same here, I’ve also been waiting since March! It’s bull**ahem**!

[Shaw_zhao]

That`s true.

At least let us re-use Ionic, or speed up the refund process.

[Lynchy575]

I have now contacted Fitbit support (via chat) and the refund team (via phone) directly multiple times and after every conversation I am told 'Our team will be in touch via email' or 'Our team will contact you via email as soon as possible'.

The last contact I had with the support team was on the 20th July and I have received nothing from them. On top of this I have passed from the support team to the refund team on every occasion and it is always one team blaming the other. I have been told by the refund team that they cannot help until this 'Manual Verification goes through' and every time I contact the Fitbit support team I am told to 'contact the refund team'. 

I have now been waiting 2 months for a verification email to say my Ionic has been locked and that the refund can proceed. I have a locked Fitbit and I am unable to do anything with it as it locked my watch but didn’t send the verification.

Any actual help would be appreciated

[Corydobb]

Yup!!! There aren’t paying I guess.

[Shaw_zhao]

yeah,i think so too

[prost22]

They ARE paying, they are just slower than most would like them to be. I had my $299 virtual credit card by beginning of April, and have used it twice. Others have posted here they have received their refund.