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.

[DavieH]

It's All FITBITS fault, I'm guessing your an employee of Google and all
these thousands of disgruntled non refunded customers all over the world
are all liars.
I think THEY have no intention of reimbusing everyone.....how could they
....just imagine the company being forced to close after paying everybody
out....
Typical large organisation....quick to take your money during our purchase
but slow or non intentional to refund when things go wrong...shame on you G
O O G L E....I guess you have got too big to care about some of your loyal
customers.

[Virybugarini]

Where is the email coming from? Or what does it say?

I called and they say that my refund was sent on June 26th, although all the times I've called, it wasn't processed... I don't believe them! 

[1Dave1000car]

My issue is that fitbit recalled the ionic and offered me a discount on a new device. 

So a deal is a deal my ionic is deactivated where is my discount on a new device???? 

[Killmeded]

I am on month 3 of trying to get my 40% discount for my recalled ionic. (First email 5-15-22).  When I try to use the code provided I get a message stating that my code has already been used (Which it hasn't).  I've had several lengthy emails, phone calls and chats with customer service over the months but always reach a dead end when I'm told the case will be escalated or I will be contacted by a supervisor.  I've waited weeks and months for these supervisors to contact me to no avail.  What can I do to actually get in touch with someone who can follow through and assist me?

[Matthewseltzer]

Hi Fitbit community, I have been trying to get my refund from the ionic recall and the refund never comes. I have called the various phone numbers spoken to at least 10 different support employees of Fitbit and nothing happens. I returned the ionic and no matter who I call my refund never shows up. Please help me

matthew seltzer

[tlcampbell5]

You can't, I am so frustrated.

[Yusuftemiz]

40% discount??

When u can have your full money back??

Are u good??

Verstuurd vanaf mijn iPhone

[Shanefit1]

I Received my email stating my refund will be within 4-6 weeks on the 5th of May. It is now the 25th of august, nearly 4 months! I was told when calling that apparently “some

payments in may had a system issue” and were now being issues but it has been nearly 2 months since even this. Disgusting the way this is being treated you owe your customers money, just pay it and stop making excuses my discount code is now expired. This was a direct PayPal payment so can’t even chase this is anyway apart from with the refund centre, I’m in the Uk has anyone else had the same issue or been told the same Mumbo jumbo from the refund centre?

[KateyJ]

Have You tried contacting them via social media? i contacted them via instagram messaging service and got all the help I needed. It was not regarding a recent recall but worth a try as they are good with replying on there.

[Bigrox4]

Exactly the same shanefit1. Uk based. Confirmation all correct on 9/6.

Still no refund - received an email today saying it’s been escalated but don’t trust them to do anything more. 

[Francesmelia14]

Applied for my fitbit ionic refund, after always having issues with it since the start and having it replaced at least 3 times, got told 6 weeks refund will come through, I still have not recieved my refund, this is ongoing now for at least 2months, don't see why I have to wait so long, even when I phone up I get told its been processed and you will revieve an email, that never comes, I've given up calling just to be told the same scripted story, honestly what's the hold! Happy to accept your money but when it comes to having to refund it, it ends up being a long winded wait. Totally puts you off fitbit 

[TonyMoore]

Extremely unfair and anticompetitive to not allow a refund to customers who have thrown the watch away because it had these issues, completely unaware of the recall.

Fitbit knows who the genuine customers are, by the very fact that the watch has been registered and synced to the app for two years!  Shame on you Fitbit!

Adding pain to this is my partner purchased a Sense for me last Christmas, and this now refuses to charge up!

You can shove your watches and poor customer experience  right where the sun doesn’t shine, I’m off to find a supplier that will meet my simple expectations 

[Corydobb]

Yup

[1Dave1000car]

I was very happy with my ionic apart from it not syncing after the power ran out. 

And yes I should get a refund but it's a sales pitch 40% discount to keep a customer. Multiply by millions of customers its a very good sale's pitch 

[Vswindell]

I created a new return account..after I got my refund...to get new discount
link..it worked.

It was actually a suggestion on the fitbit community

[Hambo45]

As said, 7 phone calls to customer services and keep getting told it's in hand that the refund is coming for the product recall, but am still waiting 6 months on!

Very frustrating. Is anyone else feeling/experiencing the same poor customer service?

Really disappointed with Fitbit. I can't afford to even buy another!!!

[TonyMoore]

Wouldn’t touch it with a barge pole!

[outrage]

I hear you! What a cluster cop'!

I've been fed several excuses for the delay including software snafus,
refunds believed to have been executed for weeks before discovering they
were not actually fulfilled.

the last excuse:

They tell me that the serial number scanned from the device is invalid.
Turns out the scan failed to register the first digit on the box label, but
was otherwise accurate.

They promised to call me back the next day after they had a chance to fetch
the unit but several weeks have passed ... additional escalations have
also gone unanswered.

Kind of crazy to have receipt from retail store ... Box ... and pics of
unit being loaded into the return envelope they sent ... receipt from the
FedEx sending it back ... yet i still await redemption since first week of
April

Maddening

but i must confess that knowing that y'all are likewise aggrieved, i feel
comfort of your company ....

🙂
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[Mexicutioner]

UPDATE August 25: Still no refund. I called to get status and they replied that once I verified the information on paypal..I would be getting refund after fibit has called everyone with paypal problems. (batch distribution of refunds).

[sharontodd]

Hi how do I access my refund after iv spent some of the money online ? Can’t see the remainder of the money ?