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.

[Corydobb]

Yes

[ChubbyJ]

Where are you seeing that US customers don't have to return the device?  I'm in the US.  My Ionic failed and was recycled long before fitbit acknowledged any sort of issue (but also out of warranty).  I've been SOL since day one.

[FarshidS]

They recalled it in March 2022.  Many customers, among them myself, have been getting the runaround for almost 7 months now.

[debi29]

Hi, can anyone tell me if they received their refund for their faulty Ionic please? We were told on the 30th of May we would receive it in 3-6 weeks and tomorrow we will be waiting 17 weeks. Every time we ring the support number specific to the recall they cannot give us any information and cannot escalate it. When we contacted firbit directly via the live chat they said they couldn't help and directed us back to the support we had been ringing. We are at a loss on what to do. Can anyone help please? Thank you.

[Cammel2002]

I'm in exactly same position since 5th May - they just send you round the houses, I've told them it seems like they do it so you just give up and they win - they have now stopped answering my fitbit support emails too - also whoever you talk to doesn't speak English either even when I call the UK support- absolutely disgraceful that this company should be allowed to carry on like this and nothing reported in the press re the bad handling- the longer it takes the less likely I will ever buy from them again - extremely frustrating 

[VMMage]

@debi29Yes, I received my Ionic refund on April 13, 2022 after submitting my refund request on March 4, 2022.  I was one of the "lucky" ones where the mostly automated refund process worked as intended, Fitbit's response rate for those who did not "get lucky" is very poor, and that appears to be acceptable to Fitbit (remember that for the future).  Fitbit support could help you, but they have to decide to do so, and the odds are not in your favor.  There's basically nothing that other Fitbit customers can do for you other than acknowledge your distress.  I laid out a bit of numerical guesswork in a previous post but it didn't last.

[Matthewseltzer]

Yes ,,, I did

Sent from my iPhone

[Scanavate]

I got my Fitbit ionic refund on Friday September 23th 2022. I choose Mastercard thinking on that can be use/pay everywhere but it is not true. I got a Vistula Mastercard, I followed the instructions of the issuer and I added into my Apple Pay. I went to Best Buy to do an in Store purchase and got declined. I tried to do a purchase in OfferUp online and got declined and they deleted my profile for use a payment method not valid. I called fitbit ionic refund line in US and they told me they are a 3rd party and they don’t now how to fix it. I called fitbit customer service and they told me this card is only for online purchases. They transfer me to the issuer company of the Mastercard and it is an automated voice menu, so no real people options available  to talk with, I only could figure out that I have a positive balance of 299USD. Thanks!!!! Very disappointed. I will not buy fitbit again for sure. PLEASE, fitbit community, am I alone on this or are there more people with same issues? How can be fixed? 
Thanks in advance 

[SunsetRunner]

Anyone else waiting and waiting and wsiting some more to be refunded by fitbit for ionic recall ?   I registered , was accepted and told how and when I would be paid but it never happened . Why it takes 6 weeks anyway is beyond me . Now they want me to phone the UK support phone number so that I may "discover my status "  .  I just want them to keep to the deal , preferably today ? 

[SunsetRunner]

Hi Jogger ,You are not alone going by this forum ? 

My experience is the exact same as yours  . Still waiting 🤨

Moderator Edit: Word choice.

[johntesch1]

I mailed in my Ionic Fitbit on May 10. Still have not received my refund. I was called from Fitbit last week and said this would be resolved. But once again it's just a run around.  why do they have a support team that can't do anything for you? How sad and disappointed this is. 

Thanks JohnTTesch

Moderator Edit: Personal info removed

[SunsetRunner]

Hi Johntesch1 ,

Can you clarify ror me please  . You ssy you "mailed in your ionic" . Do you mean you actually sent it back ? In my intructions for registering my claim , there was instruction on how to safely dispose of the device myself as opposed to physically returning it ? 

Anyway , 8 weeks now , still no refund to my paypal as they said this was their prefered method of paying out the refund . I'm not holding my breath , but isn't it a pathetic effort by fitbit? 

[dodgyfeas]

Hi All. 

So I was recently told by a Fitbit agent that they process their refund batches at the end of each month.  My first refund in May was at the begining of the month. 

Can anyone who has recently been lucky to get a refund reply with what day you received it?    I just want to confirm if I was told the truth or if it was just another lie?

Thanks

[pickedausername]

Call BlackHawk - they are the company that is responsible for sending the emails containing the e-giftcards. Sedgwick (The Refund Centre) transferred me to them today and Blackhawk was able to send me an email containing my giftcard. The representative said it was an easy fix and they've had a lot of calls from Fitbit customers complaining. You just need to provide your full name, address, email and case reference number. Their toll-free telephone number is one-eight eight eight - three seven one - two one zero nine (I am not allowed to put the number in this message as Fitbit says its against community guidelines). I have been dealing with this customer service from Fitbit since June and registered my product back in March. It is now the end of September and Black Hawk resolved my issue, not Fitbit. I will not be purchasing a Fitbit device ever again and will be telling all my family and friends to go elsewhere for health watches. Good luck, I hope it works out for you! 

Moderator Edit: Formatting and word choice.

[Matthewseltzer]

I have received my refund

Sent from my iPhone

[Jimnamechui]

I have applied for a refund (virtual card) and still didnt not get it. I called the number which you provided. But they checked with my email and said no record found. They couldn't check with Fitbit references numbers as email or name is the only option. 

[Hala123]

Do you have any contact? mail or something else?

[Spigget]

Anyone been able to use their cars yet? I've tried mine on several different sites but alway come across an issue when i have to put my name as obviously there is no name on the card. 

[TheCatsDad]

I’ve still not received my refund.

I started the refund process on June 7th, my watch was disabled and was led to believe it would take 3-6 weeks. Almost 4 months later, I’m still waiting. I’ve rang the refund centre 3 times now but they just keep saying there are delays and backlogs, never anything helpful. I’m losing hope.

[dodgyfeas]

Another day gone by.  Another pointless phone call to Fitbit.  Another pathetic answer from the useless customer service team and another day of being $598 out of pocket.

Getting beyond frustrated and annoyed now!!!!!!!!!!!!!!!!!!!!!!!!