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.

[mubashir_zawar]

I have tried many times at Fitbit chat support 
every time, support team is coming up with a different story. 
Just today I followed up and they gave me this No (009668008445410) to call and check the status.

Last time (before 3 weeks) support guy disconnected my device from account and told me that within 2-3 days I will be receiving an email carrying all details for the refund process. Till today, I didn't receive that email.

Moderator Edit: Personal info removed

[Matthewseltzer]

your team has been working on my case for weeks. When will I get my refund? When a customer return s a product to a vendor the customer is supposed to get a refund. Most of the time refunds are issued apon return of the product. Why doesn’t a large company, Fitbit issue refunds apon reciept of the returned product???

I still have no idea when I will be paid. This is wrong

[SunsetRunner]

I'm on 6 months without a Paypal refund.  Called back in July to be told they had rejected my refund (even though they happily accepted back my WORKING Ionic in March).  They said they'd look into it and told me to "keep watching your Paypal account".  Yeah...that's worked out great if you like watching paint dry.  O_o

[SunsetRunner]

Same here.  But, when I called, they looked it up via my email address.

[Matthewseltzer]

Still waiting for my ionic refund. My be Fitbit doesn’t have the money to pay

[dodgyfeas]

Same with my brothers one.  6 weeks past, no refund. Called them up to see what was happening and they blamed it on a Paypal payment glitch which affected the whole batch.  OK we said, system glitches happen, so thought as i had passed all the processing stages and was ready to refund, surely a week later you would of thought.  8 weeks later and now being told its processing and they can't come up with a half viable answer to 'why does it need to be processed again?'

I stay calm every time, but I am very close to that not being the case the next I speak to one of their muppets.

[JazzerJudy]

Fitbit received my Ionic on June 1st. It was still working...should have kept it knowing what we know now!! To date, no refund. Called yesterday. It has been "escalated" again...bull**ahem**!! Have been told that twice previously. Was told to look for a processing email from fitbit. Has anyone received such an email?? Raise your hands folks if any of you believe we'll ever see this "refund"....I'm waiting!

[dodgyfeas]

Just counted the whole period from being un-synced.  17 Weeks and 5 days.    Thats 11 weeks and 5 days over their terms and conditions of the whole recall process.

To apply for your refund, visit our refund registration page to begin the refund process. After you complete the registration process, you’ll get your refund in 3-6 weeks.

If you have questions about your Ionic, contact us. If you have questions about the status of your refund, contact us.

[Matthewseltzer]

Yes thank you

Sent from my iPhone

[Boonhui]

i have disable my Ionic snice March 4 2022 and was told that it will take 4 to 6 week to get my refund.. i have called the refund team countless time and was unable to get an answer and all they told me is to wait and wait. how long more do i have to wait. it been 6 month and it is making me feel that fitbit does not want to give the refund for the watch.. 

[SunsetRunner]

Hi, as a owner of one fitbit ionic watch, i’ve applied for a refund last august and has filled up n gotten my ionic verified. And i’ve been told tat in 3-6 from when i completed the verification process i’ll be able to claim my refund but till today i’ve not gotten any email from fitbit or whatsoever the company’s tat handling the refund. And i’ve tried the fitbit live chat and both staff told me that they will get back someone to get back to me in regards to my enquiry but as of today, there has been NO emails:/ And i do check my inbox n spam inboxes DAILY:/ so a little help on how and who can i contact to check please,

And yes i’ve actually contacted the fitbitrefund hotline too and was told that i’ll be received a card form for me to collect my refund in 3-6 weeks and like i’ve said, there has been NO emails or whatsoever:/ So i’m a little frustrated about the whole situation now:/ And NO i’m not based in the US.:/ So yea a little help would be appreciated?:) Thanks 🙂

[SunsetRunner]

is there a way to change the refund method?

[choochoo999]

I registered for the Fitbit ionic recall months ago and was promised to receive the refund but it never came through. This is beginning to feel like a scam. Selling a faulty device, forced to do a recall, make it extremely difficult for customers to register and finally not paying out the refunds.

Recently my 2 other Versa are also experiencing the same syncing and connecting issues with frozen screens showing a big X.

All support, hardware and software updates are not working. Something is very wrong with this company.

[Odyssey13]

Hi @choochoo999  the recall was voluntary - check out the first post of this thread for information.

[PeterDuo]

Hi, what if we choose Visa Debit over Paypal and get scammed by a hacker? The reimbursement is unfortunately a virtual gift card and doesn't have 2 Factor Authentication and because of that will be subjected to a higher chance of getting scammed. How does Fitbit deal with that? Will Fitbit have a procedure if this situation arise? How will Fitbit protect its customers?

Moderator Edit: Word choice.

[RajaKashif]

I am waiting since May and on 5 September got an email from Fitbit which, said my registration is complete device deactivated and will get refund in 3-6 weeks. Is this a joke? When everything being done in may now they realize to send me email again. 

Moderator Edit: Word choice.

[Kun176]

Also UK, Would like to get an insight into this strategy. Can't see an option to pm you though.

[Kun176]

@venables sorry forgot the tag for the above reply

[venables]

I;ll send you a note 🙂

[Kun176]

@venables Thanks for the reply. I've just followed you on twitter. Send me a DM - cheers!