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.

[Willatn]

I have it took about 2 months

[Balicat]

I mailed my ionic fit bit back in May and received my code for 40% off.  Contacted the refund support center in July as it was taking so long and rep said no problem if it's beyond the 90 days-we will issue you another code.

Just received my refund last week and attempted to purchase my fit bit today--code was expired.

Called the co. processing refund first and then Fit Bit--both said they would not reissue my code.  Not my fault it took so long for them to send refund so I can repurchase.  Asked the rep who I could  contact at corporate and she said she could not provide me with number---???  

Who can I contact for support--I'm so frustrated and disappointed at the lack of service and the poor service.  

[Balicat]

rep shared if I didn't receive my refund within the 90 days, they would issue me a new 40% off code.  Now that I received my refund last week since sending back in May---saying they won't reissue code!

[Balicat]

Same thing happened to me, I called even after being told by the company handling issue--they would reissue.  I used to love fit bit......might be time for a change

[DavieH]

This whole refund process especially in the UK ....excuse after excuse, delay after delay...

I was told there is no escalation process & I cannot complain to anyone.....

So I have to ring up week after week just to hear the same old .... there's nothing more we can do sir but wait....

Its just not good enough Fitbit UK ....Not good enough....who do we escalate a complaint too....The Iconic Issues were your doing not ours....Now give us our money back!!!!!!

Moderator Edit: Formatting / word choice.

[DavieH]

I have lost total faith in Fitbit would never buy another...ever.

[domribaudo]

Highly disappointed that I decommissioned my ionic on the recall advice months ago and still waiting for any communication or advice on my refund.

I have tired to get onto the chat tonight and that isn’t working either. I am not happy and would at the every least like to know where I am in the process! Anyone actually got anywhere in the process? 

[domribaudo]

Are you based in the U.K.?
I’m not getting anywhere! 

[DavieH]

Yes based in the UK getting absolutely nowhere....

Moderator Edit: Word choice.

[domribaudo]

Seriously annoyed as I wouldn’t have stopped using it had I have known! 

Going to try Twitter, or FB …don’t usually name and shame but see if that helps!

[venables]

Twitter is already full of stuff... I'm UK based and getting nowhere too. I just keep ringing and will need to update my ticket sometime but I think thats being ignored too

[domribaudo]

I just came off the chat and was told I have to call the U.K. refund centre

Moderator Edit: Word choice.

[Stormbreaker7]

I received my refund at the 95 day mark. Was also told my code would be extended. An hour on the phone with a “supervisor” and they offer me a free classic band. I don’t even have a watch to put a band on anymore. Not even close to what was originally offered. It is being escalated again. Strange that it gets approved days after the code expires. It is also to note that at the time of me calling, there was no other supervisor available in the entire company according to her. 2 billion dollar company, 1 supervisor. Yeah. Right. 

[Jaffadutch]

Yes exactly. I’m complaining on twitter @fitbitsupport
@FitbitStill no one has answered my plea 

Moderator Edit: Word choice.

[Dunnbull]

Which country are you in and what number did you call please?

Get Outlook for Android<>

[DavieH]

Great idea

[Cammel2002]

Ridiculous- been waiting for refund since early May, every time I call refund line in UK they tell me no registration number attached to my claim  call fitbit support then call them and say everything been processed - no-one speaks very good English- finally got 40% code emailed to me bit reluctant to buy another fitbit after this fiasco tbh - it feels like if they make it as awkward as they can you will give up chasing them and they win - they should NOT disconnect your fitbit from the app until refund made - all I want is a new watch and I'm sure these reps of fitbit wouldn't like it if they were out of their fitbit for 4 months - absolutely disgusting and still waiting- there seems so many people in same position that I'm surprised this bad business has not been reported either through the press or official complaints procedures 

[Alan1973]

I'm in 30 weeks and help what so ever 

[Mazmo79]

And me

Get Outlook for iOS<>

[SoHin]

I am from Hong Kong. 

Moderator Edit: Word choice.