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.

[GoSo]

I received a virtual card (card number, expiration number and verification code). I had difficulty at first downloading but eventually was successful. They said is was for $300.00, but when paying for new car tires it rang up at $299.00.

[kb1266]

@GoSo Congratulations! But, omg, HOW?!

I thought I was on the right track at long last (only 15 months later..) with promising emails and when prompted this morning (as requested) I received the usual "As we haven't heard from you in a while, we've closed your case". Wtaf??!! Twice this has happened now; it must be a bounce back reply. THEY contacted ME twice in the previous week and asked for me to prompt if I hadn't received payment by today.

Absolute garbage. I give up.

[Cn-hao]

This is too absurd. I have contacted Fitbit hundreds of times (by phone and email), and this is just a part of it. I have been waiting for over a year, which is far from the promised 3-6 weeks of Fitbit. The response I have received is still patiently waiting.

[FitbitUser203]

Checked Spam folder many times, added them to safe senders but still nothing received with a gift card attached

Don't give up, Fitbit owe us the money promised not to mention additional interest at 8% PA plus our expenses incurred by having to continually follow up on their incompetence,

Beginning to see why Fbit were taken over as they definitely cannot organise refunds in a timely manner, looks like they sold out and did a runner with our money.

support.cs at bhnetwork.com (I got this from a voicemail left on my mobile three days ago.)  When I replied to this email address I did get a read receipt echoed back but nothing else so far 😞

Moderator edit: updated post. 

[GoSo]

You won't receive an actual card, instead a virtual card. Simply put they provide a card number, expiration date and three digit security code.

[JLDuran]

Did you opt for a “gift card” or PayPal? I opted to be paid through PayPal and still have not received an email, phone call, post card, or any other form of correspondence. I am starting to keep a phone log for every time I call them to include call time and end time, and all information they tell me. Cause I asked if they show any notes from the last time I called and they said no. SMH. I’m going to continue calling every two weeks until I get results. 

[FitbitUser203]

Selected virtual gift card March 2022. Still nothing received however they have told me previously that at least three cards have been issued and activated. Willing to sign statutory declaration that these cards have not been received in my inbox or activated by me. 

Nothing in my Spam folders and have double checked more than once.

Have received a virtual gift card from Qantas in the past so the system can work but only if the sender uses the correct email address.

Moderator edit: Subject for clarity.

[koliband]

I have followed the recall process 2 days ago and deactivated my IONIC. I have received an email with 2 codes. as follows.

1. Enter your access code to access the store: xxxxxxx (A code was given)

2. At checkout, enter your shipping code in the Promo Code field box : XXXXX (A code was given)

First one is for the discount store for sure , but what is the second " Promo Code" ?

Also I do not need a cash refund but a gift voucher for the fit bit France store would be fine.

Can someone please clarify me

THank you

Please advice

[Odyssey13]

Hi @koliband  did you read the FAQs on this article? click to read: https://help.fitbit.com/en_US/ionic.htm 

[Cn-hao]

Yes, I support you, and I am also organizing related work. I have received a large number of people's support and relevant evidence.

[koliband]

Hi , I am having a problem on redeeming the benefit  received for IONIC recall.

I accessed the discount store using the  Provided "Access Code"  (As  adviced , didnt used the promo code when accessing)

Once I enter the Promo code provided for the first time , it says "Sorry, The code is invalid"

Can you please support.

Regards,

Kolitha

[GoSo]

It took me several tries.

[Rkeegans40]

Finally received my refund today (uk) Started posting on there social media (insta, twitter) and that got them moving told me Friday I would have it with 7 days and Monday it was in PayPal. Don’t give up guys 

[rituraj.s]

Hi Everyone,

As suggested by chat support on 16-June-23 (11:15 PM) I have visited refund center and logged in using my Fitbit credentials. After submitting my details, watch was disabled remotely within 30 min of time.

After 30 - 45 min I have got an email from Fitbit subject line was "Fitbit Ionic Refund Update". In this email they told me that set up a Payoneer account or link existing one to get your refund. On same day 17-June-23 (12:10 AM) I have set a new Payoneer account as instructed by their email. 

After 30 min I have received another email from Payoneer that "We are reviewing your request to get payments from Fitbit Payments. It'll take up to 3 business days". Within  next 5-10 min I have got another email that "We're happy to let you know that we have approved your request to get payments from Fitbit Payments".

Can anyone please suggest me what will be next process as I have't received any updated from Payoneer or Fitbit till today 20-June-23 (2:24 PM).
Also want to know how much amount will be credited as refund form Fitbit. 

Thanks

Moderator Edit: Personal info removed

[GoSo]

My refund was for $299.00. I couldn't get a bank to honor the virtual card. Finally went back to the business I purchased tires and they gave us credit. What a mess.

[ankushsetia]

Hi Team, 

Hi, I have been waiting for refund of my ionic for a long time now. Number provided is not reachable from India numbers. I have reached atleast 5 times to customer care on chat and have been receiving same copy paste response everytime. I need immediate assistance with the same. Kindly help.

Its been more than 2 months now and customer care never even shared one single detail of whats happening.

Atleast you could have provided an India number.This is not fair for Indian customers

Moderator Edit: Personal info removed

[Jussara]

congratulations. you who are in the US can value your rights. who is from
another country, like me, I don't have that possibility. i have been
waiting since may 2022. absurd.

[FitbitUser203]

Sounds like a simpleidea to actually get a virtual gift card emailed out. However I am fast approaching my 16 month anniversary since lodging the claim at Fitbit.

Plenty of emails sent and phone calls made to try and get answers but nothing is being done at their end, just plenty of yes we will escalate your concerns.

What a great way to run a business 😞

[Dmac1234]

Well thanks for any info. But here is my problem I have 3 of them I bought at the same time. I have 3 cases against fit bit at this point. I have not sent them over the other 2 until I see the first refund. I have the reference numbers just have not sent them yet.

Get Outlook for iOS<>

[rituraj.s]

Hi Everyone,

Quick update from India that after waiting 14 days, finally my refund amount is credited to Payoneer which is reflecting on my local account same day. My refund process was initiated on 16 June 2023 (11:15 PM) and finally completed on 30 June 2023 (3:15 AM). Refund amount was 24525.48 INR ($305.10). 

BTW Thanks to Fitbit & Payoneer 🙂