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.

[Balicat]

So glad you were able to get your discount reissued. Moving onto Garmin, I had originally planned to buy another Fitbit with my 40% off discount but since they took so long and it expired Even after one of the reps and told me they would. they would not give me another code. Based on the customer service time to ban all things google and Fitbit for me.

[vickier85]

I have an ionic, it has stopped working due to battery issues. As it’s no longer linked to my Fitbit account I am struggling to get the refund. I still have the watch and offered to post back to Fitbit. Have been told several times over the last 5 weeks that my case has been escalated fir someone to disable it remotely. Seriously losing faith in Fitbit looking at apple now. 

[Pctw]

Could the fitbit ionic Refund team setup a live chat instead of making us call the international contact number? It is causing us a huge sum of money on calls that not able to resolve our issues correctly.

I am having issue that my registration is showing "you are already a processed user" and no discount code was given.

I called them and they mentioned that my registration is not complete because my ionic is still working. And require me to call another number, which is also internal contact number.. But this other number was not in service. So, I am practically stuck. 

Plus I do not want to keep calling random numbers from the refund contact numbers that doesn't resolve my issue. It will end up costing me alot instead due to international calls. 

[tubus]

Can you please tell the phone number to reach out any responsible person? 

[bobbobobobobo]

I’m also getting the ‘cannot sent SMS’ error. Have anybody already tried to call the bnb payments customer service?

[DavieH]

Need a fix for this it's ridiculous.... Obviously they getting an SMS Error
because we haven't give our number to anyone, Have you?

[SunriseRun503]

Selling a defective product that has to be recalled - then not promptly paying out customers as promised.  Fitbit has failed for many in this regard.

My recommendation is to keep on calling them to get your money that is due to you.  Fitbit disconnecting your watch - then not paying out as required - is extremely poor customer service.

We will never buy another Fitbit due to this.  Many other options are available that have better hardware and software and customer service.

Fitbit has lost many previous loyal customers over this mess as detailed in this thread.  Switching to any other premium brand makes a lot of sense.  Do it asap.  You will be much happier.  Guaranteed.

[Robclarke45]

I have filled in the ionic recall page and have been waiting a month for a refund or even an email asking for bank details, everytime i chat to someone i get the same answer, which seems automated it will take six weeks we care about your health and safety and get nowhere, ive seen people have been waiting over five months in the UK. Very annoyed at the poor service. Im not calling the helpline as they are only open when am working

[tlcampbell5]

try waiting six months, sent mine in in March and still no refund.

[Robclarke45]

Its ridiculous and u get same reply everytime u ask a question. Has anyone in the UK actually received a refund

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[MT36]

I have since 10/08/2022 a reference number for a refund of my Ionic watch but nothing is happening. So I want to know what fitbit is going to do about it ? I have a watch that I am afraid to use, so for a while now it's collecting dust in a corner. Any respons of the Fitbit company would be very appreciated. 

[wawie07]

I got my refund back and now I want to purchase a new 1 but I cant use my promo code. Its not yet 90 days since I registered it. Is there a chance to use it.. my promo code will expire on 3rd week of September..

[Robclarke45]

How long di u have to wait for the refund. Am in the uk and had no response

[sharontodd]

Hi I think I waited about a month !!

Sent from my iPad

[YashGupta]

So, it's been a frustratingly long wait for my refund : started the process in March, and nothing happened for about 3 months.  After that, found one fine day that my Fitbit Ionic had been disabled, and no longer able to connect to the app on the phone.  Have called fitbit support innumerable times, and in spite of providing them all information asked for (proof of purchase, photos of the packing box etc !!), it has been of no avail -- they are always polite and courteous but of no real help : "the matter has been referred to / still with the expert team, and we will get back to you shortly"; occasional email comes "we are still working on your case".   

Meanwhile, I have been forced to buy another watch (definitely NOT a fitbit product) and continue my life...    This is MOST unprofessional; in fact, downright ridiculous !  Can't believe that fitbit can be treating their customers in this manner !!    

[Rmbraziel]

I put my complaint on there Twitter got a respond but haven’t seen a reference number for a refund.

Sent from my iPhone

[Rmbraziel]

How long did it take?

[iamCHESS]

Do you happen to have the address? The agent didnt tell me the address to return it.

[Alan1973]

Just been paid started process on March 4th forgotten how many  phone calls and escalations but took to twitter got a fresh case number then emailed  them every 2 days took 2 weeks then keep at them don't  give  up  

[Robclarke45]

What is the email address will give it a go? Please

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