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.

[Gnewman]

Same problem here. Says mobile number provided cant be sent a code to allow me to log in... but i cant see how to change the mobile number they may have for me (or add one).

What a farce.

[DuggerGA]

Nope, still dealing with the BS.

Sent from Mail<> for Windows

[DuggerGA]

I’ve never received a refund or an email.

Sent from Mail<> for Windows

[eoinleahy]

So I rang the fit bit ionic helpline, they basically said once the email goes out with the link to register that there is nothing else they can do, that I have to get on to B4B Payments.  When I called them, the girl seemed to know straight away what I was talking about before I even explained the issue, she said she needed to update my B4B account with my phone number. She asked me a few questions to verify the account such as my address, post code, email address etc.

I gave her my phone number and she added it to the account and told me to log back into the account again. When I did this and it asked again for the code, this time one was sent to my phone that I was able to use to get access to my account and the refund. Hope this helps, bit of a pain having to call them up but in fairness she sorted it in 5 minutes for me.

[DuggerGA]

Could you provide the number you called?  No one I've talked to yet has even addressed the B4B payment component.  Thank you!

[eoinleahy]

I've sent you a PM.

Moderator Edit: Word choice.

[Gnewman]

Glad that worked for you. When I phone, first time I got through to lost property for some reason... Second time (same number and options) got through to someone that took my details and said they'd phone back.

Obviously haven't heard today and will phone up again tomorrow....

[Stueyscott]

This was the number I rang today. 
020 3475 5351

Out of hours when I rang so they’ll call me back tomorrow. I’ll let you know how it goes. 

[ErnieV]

What country are you in? You are not in the US, are you?

[lakemeaddiver]

US of A 

[SunsetRunner]

I'm in South Africa 

[eoinleahy]

Im in Ireland, its a UK number, I had to put 0044 before it

[eric2022]

Could you provide the number you called?  I have the same problem, B4B 2-step verification, but I didn't enter the phone number, so I can't get the text message, Thanks!

[Rmbraziel]

I return my Fitbit Ironic per the instructions. I received confirmation they received my return but have not received the funds, email nothing pertaining to my return. I have called twice, first time I was told it takes several weeks I should receive it in July. Second time they told me it was sent in May.  Told them how can that be when the person I talk to in April May told me you’d be there in July. I was told it’s gonna be coming from Hawk marketplace I have no email from them or Fitbit pertaining to my refund and I still have not received the email from the card that I placed in the July statement did not receive a refund what is going on? 

[lakemeaddiver]

Hi Again to all.  This will be my last Ionic entry.  Today, I received my new Fitbit Sense, exactly 6 months to the day since I submitted my Ionic for the recall reimbursement.  For those of you who are still interested in purchasing Fitbit products after this process, I will say this.  I really loved my Ionic, but the Sense is absolutely fantastic.  To me, it was like owning a Prius and then getting a Tesla. What a difference in the ease of setting up and the features are amazing. 

Anyway, please keep up the faith and don't let them win.  Just keep calling, chatting, emailing, whatever it takes to get what is rightfully yours.

good luck to all of you

take care

LakeMeadDiver.    

 .

[Kuleaidman]

Have been back and forth with Fitbit for over 2 months now about the status of my recall. every time I called I was told that they were making progress but couldn’t provide a definite date of refund. I assumed the refund would disperse within the 90 days that the discount offer was valid…but I  guess I was wrong. I had called the service line and was told that given the uncertainty and delay in issuing refunds, the coupon code would be extended beyond the 90 days. Fast forward to 94 days after I registered my recall and the refund finally posts but I’m out of my window for the coupon code. This proves to be a very confusing situation for pretty much everybody at Fitbit. My case has been escalated but they word in and of itself is meaningless because nobody has contacted me back. 

Thank you Fitbit for having such terrible customer service and making my customer experience 0 out of 10.

[Jaffadutch]

I don’t know how many times I have said the exact same thing!!!

[venables]

Same problem here. No word ever comes back and I call every week I finally gave up on getting a new Fitbit as I need to train, and my Garmin arrived yesterday. I get more stats than I had before but don't need to pay a monthly fee. The watch build is superb. More expensive than the ionic but after a year the lack of fees cancels that out. Now to get the refund from Fitbit

Moderator Edit: Formatting

[watchdisable99]

Fitbit support has contacted me, and mentioned that they will send the refund to my paypal account in 5 days max, I had to make sure my PayPal email is the same as my Fitbit email., I will update once I received the refund


Get Outlook for Android<>

[venables]

What if your PayPal email is different?