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.

[venables]

@Kun176 will do. The info is on my laptop so once I get back to it I'll send a note

[prost22]

I got a 40% discount on a Sense. That was at the time one of the  newest Fitbits.

[Corydobb]

Sent mine in March and haven’t heard a word since they received it.  Numerous calls and absolutely no information.  Very disappointed.  Will never by another FitBit product after years of being a customer. 

[Collinso]

I have a fitbit ionic really new that I bought back then but was misplaced before I could even register my details...now that I have found it what can I do with it

[Vixengun]

That's the same day they sent my email out. 

Moderator Edit: Word choice.

[tlcampbell5]

Not sure but I'm tired of waiting.

[Hala123]

I recalled my ionic almost 8 weeks ago, I'm still waiting for money, unfortunately I didn't get any information in the chat and the hotline is extremely expensive. HELP

[RajaKashif]

U can check the whole chat room and all are 8n the same boat .  didn't
got anything yet . Can't say anything more

Moderator Edit: Word choice.

[RhYoung]

Contacted on the 12/08/2022 to inform regarding my ionic regarding recall due to my ionic not switching on. Then informed that someone has used my account to claim on the recall. But when checking my emails there has been no recollection of this. After calling multiple times and spending hours on the phone. Only to realise that no one can give me an answer apart from them telling me that it’s with their fraud team. I then escalated further and raised a complaint and still no reply on anything…

It seems the process is flawed and considering someone had access to my account, no action was taken by their team which is concerning. I’m now left with no Fitbit/no reply and no action taken by their team a month later. To be continued. 

Great service (Not). Thanks Fitbit.

Moderator Edit: Personal info removed

[prateekb]

This is my last resort with regards to my FITBIT IONIC recall - as nothing is moving in the correct direction.
 
1) My watch is disabled to sync.
2) I am not getting the correct support for my refund so I can buy another FITBIT watch
3) Every time I have to call customer care which is an international call and is chargeable for me
 
I made a request for the refund in Apr 2022.
In the following month, I had an issue with my Pappal account which I fixed.
Since that time, I have been following this with Customer care but nothing seems to me moving.
 
Today, when I called the customer care again at +44 xx 75xxxx43, to my surprise it was told to me that my last call which was 14 days back is not even registered as CALLED.
 
Please let me know what to do next ?
I am not sure if I will remain a loyal FITBIT consumer which I am for the last 6 years !!
 
Regards,

Moderator Edit: Formatting and personal info removed

[nakulkothari]

Finally got the refund after ~4 months. There is some hope after all!

[Hala123]

Did you ask for recall by calling them?

[tlcampbell5]

I have been waiting since March 2022, I am beyond frustrated. Wish I knew
what to tell you.

[prateekb]

Yes. I have called then alteast 3 times. But every time, they say they will follow up !

[prateekb]

We are in the same boat 😞

[RhYoung]

I did through the recall site and through calling 

[dodgyfeas]

I have just been on the phone to them again.  For once, the advisor sounded more positive (or he is a good poker player).  He says that both of my recalls and escalations have been resolved by a Manager this week and will be in this month's payment batch which he claims is done during the last week of the month.

Guess, I just have to wait and see, but won't be holding my breath, that's for sure. 

[Jillie4200]

Hi Matt—sounds like we are living the same experience and same lane excuses.  I’ve pretty much accepted that this is a scam.  I sent my watch, trusting Fitbit was a reputable company, however their actions  have clearly demonstrated they are scamming their customers.  I have made countless calls…I hear the same thing that you stated.  They don’t know what to tell me and to keep checking that spam.  I guess I assumed their plan would be to get refunds out to customers so we could to purchase our new Fitbit devices, however, clearly that is not the case.  Probably the best thing we can do at this point is to share our experience with Fitbit broadly across social media and our social and professional networks.  I’m sorry that you have had this frustration.  It’s upsetting to pay for a top device, appreciate it’s qualities, and literally have it stolen from us under a fake recall story and promise to refund the money.  I’m disappointed and I know you are too. #fotbitstealswatches 

[helloprem70]

Hi

I have been running behind the refund for my Ionic for the past couple of months. I am based in India and initially India was not in the list of countries listed and I had to keep going back and forth on mails and twitter to communicate that the UK call centre number provided was of no help and also there was no email support provided them. Now that I found India amongst the list of countries, i tried logging in from my fit bit email id and registering a recall. The system prompts me to connect the device but the device is not connecting saying contact customer support since the ionic is being withdrawn. Whenn i tried explaining this , I get the same link explaining how to connect the fit bit. How do I prove you that I have a non working fitbit with me ??

[Me2345]

I turned in my watch for the recall, it worked fine, now I have 10 bands and a charger that I purchased that are unusable. I may have received a refund on my watch but now I have to purchase a new charger and bands because Fitbit had decided to change all the new fitbits so all my bands and charger are no longer usable. I should have just kept my original Fitbit, I wasted quite a lot of money on my changeable bands and the new charger.  Not happy at all with Fitbit! The first Fitbit I purchased worked fine than Fitbit stopped it from uploading my information next one same thing now this! I don't think I will be spending my refund on a new Fitbit. Not happy at all!!!!