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.

[FitbitUser203]

After an exactly 17 month wait I did receive the refund today. It certainly took a long time.  Late last week the helpdesk made contact and asked if instead of the virtual gift card I would take paypal credit so I said yes. I am now satisfied that the Fitbit refund does work. 

[Cn-hao]

Congratulations, I have been waiting for more than ten months as well. It seems that the relevant departments are still useful and seem to be in the workplace

[Jawboone41]

I would like to have one back it was way better than my versa 2 

[xinvasion]

Hi, Is all the ionic being recalled? I have a Fitbit ionic but did not have the FB503 printed below the watch. Is that eligible for a recall? 

thanks 

[SoHin]

I am just wait for 3 months only. still have 14 months to wait???

[ArjyaD]

I finally got my refund after 1 year 4 months after more than 20 calls, 20 odd emails, 40 odd tweets. Huh! Good luck guys and keep trying. 

[Cn-hao]

You are lucky. I have also contacted Fitbit countless times, and now I still make phone calls, send emails (over 100 times), and tweet every week. They keep keeping me waiting, which is too incomprehensible.

[SunsetRunner]

If you waited 17 months for a refund I guess that means I have 13 more months to wait for mine.  That's ridiculous.

[Brooklin48]

I’ve been waiting 17 months for my Ionic recall and have been given the run-a-round every time I contact them. The refund centre pushes me to support who then escalates my concern. I begin the process with every call I make.

[fitter619]

Oh I'm beyond frustrated!!!   The customer service is terrible and I've been waiting for my replacement too, I call and try the online chat, no help whatsoever!!  Get an apple watch!!  Fitbit sucks!

[Linda_87661]

I feel like I've been cheated. have been waiting for several months to get a refund for my two ionics. all they say is that they can't do more. the matter is not on their table. but they will escalate it. they say that every time. but nothing happens. and that they want me to be a little more patient. have been patient for 6 months now. but now my patience is running out! 

[simon1983]

its now more than 6 weeks I am waiting for refund for my ionic - no smartwatch to track activity as ionic is not syncing any more no money to refund for new - did anyone recieved it?  

[Linda_87661]

Not me.... I'm still waiting.

[Chung7213]

 Can anyone help? I have several Ionic devices would like to claim the refund. However, after I gave my consent to the first Ionic device, I never can get into the webpage to put the second reference case number again. It kept loading!!! Anyone shows the same issue like me?

[Yonathan]

Trying to get refund now for 3 months where it should have been 3 to 6 weeks.  Dealing with support has been horrendous where put on hold,  ," accidentally hung up on", or wait until next week and call us back.

I don't understand why promise a refund for a voluntary recall when you aren't going to deliver on that promise.

Will NOT recommend this company to anyone.

[Cbearrrr]

How do I know if I have received my recall refund? I got a email saying out will come in 10 business days. Who is the email coming from?

[jayagulay]

I want to express my deep concern and FRUSTATION regarding the refund for my two Fitbit Ionic devices. I completed the registration process back in April 2023, and since May, I have been constantly following up on the status of my refund.

However, it saddens me to inform you that despite COUNTLESS PROMISES and multiple attempts to contact Fitbit customer support, there seems to be no progress in resolving this issue. I have been contoniuosly redirected to dfferent phone number, and even the refund center appears to have no record of my information.

It has now been almost five months since I initially requested a refund, and I am still awaiting a resolution. To make matter worse, I was taken aback when Fitbit support abruptly closed my first case without any prior notice or explanation. In an attempt to resolve this matter, I reached out to Fitbit support yesterday, and a new case was created. To my dismay, however, the situation took a turn for the worse when I received an emal stating that my registration refund could not be located. Moreover, Fitbit support requested the serial number of the devices. As far as I am aware, the serial number can only be found on the box, which I no longer have in my possession.

It has been disheartening to have been waiting for so long for a refund without any clear resolution in sight. I am considering filing a small claim, the situation has reached out a point where I feel compelled to explore alternative avenues. 

[RenegadeRabbit]

So a VOLUNTARY recall, one that they said they will continue to support the features of our watches, they no longer provide supports. we can not change our music files, people have stated many other issues as well.. every time someone asks a question their thread gets closed stating the recall without providing any help what so ever. people here are stating it is taking several months and many issues in going through with the recall. I have filed mine about a month ago and of course no communication from the company. how do you expect to retain any customer support when you handle things the way you have? you have not come out with a comparable watch to replace the Ionic as many of us like the MP3 feature and thats a big reason we bought this watch. give us a status update! reactive our features for the watches that have not received a refund! this is ludicrous how a company as large as this has handled everything.

and stop locking peoples threads on what you call a VOLUNTARY recall, answer their **ahem** questions for god sake.  

[Dantownley]

Hi, I've gone through the process to get my refund successfully, and have received the link to register for a discount to purchase a new device. The page it takes you to locks up after logging into my Fitbit account.

Any help appreciated.

Kind regards,

Dan.

[AidanSms]

9 Months and still no refund! Maybe one day I will get compensated correctly.