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.

[Kiwibruh]

I posted in here a while ago as lodged my refund request for two devices in May.  Called numerous times and was ready to give up all hope but last week,  I got a refund.  I'm in NZ and the refund was $299usd which equates to $471nzd x 2 so I'm stoked it finally came through!! I was still skeptical as people had requested Amazon credit and had issues using it.  In NZ, we had the option for JBHiFi credit and sure enough,  I purchased a couple of pairs of Sony Headphones! Hang in there peeps, there is hope after all!!

[prateekb]

Yes. Couple of times

[Odyssey13]

Hi @Me2345 a charger comes with a new device, so you don't need to buy one. I'm sorry you have all those bands that can't be used, but not everyone buys so many extra bands. For my time with Fitbit, I've only bought one new band and that was for my first Flex. Since then, I just use the one that came with it. Glad you got your refund.

[prateekb]

Called them again today- They have escalated my complain and someone will contact me soon! 🙂

Feels like a joke. Keep calling them and nothing happens !!

Moderator Edit: Word choice.

[nihal1294]

I registered my device for the Ionic recall on 6th March, after calling 4 times in April, 5 times in May, 4-5 times in June and July, I have lost all faith in Fitbit as a company.

I stay in India and the helpline is really pathetic, there is no local support when you have local sales and stores, I have spent at least a $50 just talking to the helpline which is in UK. And after a few calls they tell me my Paypal mode of refund failed because it is not enabled for international payments, after enabling it and calling them multiple times, the best response I got was that my issue has been escalated (I got a feeling that to Fitbit, the term "escalated" does not mean what it should, probably code for "disregard" internally).

After hearing "your issue has been escalated" a few times and not receiving my refund or any communication from them I have given up and just decided to ban all Fitbit products henceforth in my entire family, in fact I will do my best to campaign against Fitbit as best as I possibly can. (Considering that I am one of the very few "family tech support" guys in our family, this should be very easy to achieve)

So I come here as my last resort, this is my reference number. I really hope that Fitbit does do something and help me get my refund. (If not, I might consider suing Fitbit in India)

Would Fitbit support really read my comment, "escalate the issue" and help me get my refund? Time will tell!

I have Paypal, Payoneer both accounts enabled for international payments and I am also willing to take Google Play refund also at this time.

Thanks and Regards,

Nihal

Moderator Edit: Personal info removed and Word choice.

[tsicuro]

Hi Jillie and Matt - looks like I am also living the same experience - Fitbit says contact the Refund centre at the 1-888 number. Then the Refund centre said  they said need this and that information you have to call Fitbit and get it. Call Fitbit back and they don't know anything about it. So around and around we have gone. No one wants to takes responsibility  they just keep passing the buck hoping you will finally get fed up and give up. This has been going on since April for me. I was told to get a tracking number from Fitbit or a proxy number. Like I said I called Fitbit about that and they know nothing about that kind of thing. It does appear more and more to be a giant scam. If one more person suggests I check my Spam folder I will go through the phone at them. Seriously it is beyond disgusting and humiliating that we have to beg for the money they said they would give us. We bought the Sense, already, didn't wait for a refund, but I don't think I would ever consider another Fitbit product, if this is how we are treated

[tsicuro]

You are mistaken, Fitbit would pull a fast one. I have been waiting since April for my refund, and have had nothing but the run around with regards to it. Call the Refund centre, and they say call Fitbit who says they don't have any of that information, you have to call the Refund centre. Around and around we have gone for months with no end in sight here in Canada.. Hope it goes better for you than it has for me. 

[tlcampbell5]

I finally received my refund yesterdat after waiting since March. Email
Fitbit support and keep bugging them. That is how I finally got mine.
Sorry for your runaround.

[Robclarke45]

How did u receive this

Get Outlook for Android<>

[Robert1986]

I have the same issue as many others here. Waiting since March 3rd for the Ionic Refund. It's ridiculous at this point, support is completely useless and keeps telling me it's escalated to the next team leader. Calls are promised but never take place. I am waiting for more than 6 months and believe this is 100% intentional strategy to ditch the refund.

Any ideas on what to do?

[kfinn4]

I'm in the same situation, too, and getting very tired of being cast aside. My claim has been "escalated" 4 times, but I was also told that "escalation" doesn't mean they will look at your claim any sooner. I also asked if this would take a year and was not given an adequate response. Please post if anyone finds a solution.

[laschlesinger]

My situation is identical.  You can confirm the wAtch was received on March 16…. Now over 6 months.  It has been escalated by the phone agent most of my ten phone calls to the fit bit number but to no avail.  There is no excuse for this kind Of treatment of a customer

[markahenry]

I'm Mark.

I live in the US.

I sent my Ionic back to Fitbit, as requested five months ago, but I have not received my $299 refund yet.

My goals are to get the money I was promised. The refund call center has "escalated" my claim at least five times but cannot provide an update, let alone results.

I define myself as frustrated.

[tsicuro]

Just got off a call after a wait of an hour to speak to a customer service
rep at the so called Refund Centre,. They say they have no record of me and
I must contact Fitbit . Called Fitbit and they have the verification number
they sent me but insist I need to speak to the people at the Refund Centre.
So around and around we go , chasing our collective tails, trying to get
this company to honour its commitment to the customers. Who can we contact
at Fitbit Headquarters in San Francisco to shake them up and let them know
how unhappy so many of their customers are. I feel so sorry for phone
operators , it's not their fault the company they work for sucks.

[clareyd123]

Lucky you get anyone to listen to you! Called the recall line and no ne is willing to tell me a timeframe, no one will let me raise a complaint or support me with a complaint. Apparently there is no complaints process. No Director , Twitter or Facebook have helped me despite them being a social media point of contact, and despite emailing numerous Directors of Fitbit personally, everyone has chosen to ignore me. This is abysmal customer service and I am NOT HAPPY. 

[Preci]

You are lucky that you finally got your refund, I'm still waiting since March, and now I'm told it's pending for weeks, maybe they sent someone to bring to me on foot, seriously how long does it take to send money, I'm in South Africa.

[Robclarke45]

Just got told by fitbit support they dont deal with fitbit refunds for ionic, was like what the hell

Get Outlook for Android<>

[RajaKashif]

I am also waiting since March and in the start of September they told me
that my registration is complete device deactivated and will get refund in
3-6 weeks. Unbelievable.

[tsicuro]

No sorry we haven't gotten the refund,they are "working" on it they say,
still waiting. Wished I had good news.

[dodgyfeas]

My question is this.  They claim that they refund in batches supposedly at the end of the month, but they can't tell you what day this is or if you are part of that batch.

Clueless and obstructive agents in their so-called call centre's.  Might as well use a Magic 8 ball to get your answer.