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.

[rob69ie]

I registered for refund but no confirmation email from fit bit did anyone else have this problem 

[SunsetRunner]

Still no email and my Fitbit keeps syncing

[SunsetRunner]

@Derris_Dust I've read that it'll be around £230 here in the UK.  I agree the six week wait is utterly ridiculous, considering the high tech of today's digital society.

[anotheruser12]

I've now tried PC and mobile just in case there is an issue there but I still get the same problem each time.

Not a very good endorsement of Fitbit's (in)abilities considering there are other discussions in these forums where it appears that it is predominantly the non-US customers which are experiencing this problem...

Maybe contacting the regulatory bodies of those effected countries will help?

[Emoshh92]

Hey leute..Bin bis zur Schritt 3 (disable device syncing) gekommen doch jetzt steht da,dass ich mein Ionic mit meinem acc verknüpfen soll..Da ich aber wegen Sense den Ionic von meinem acc gelöscht habe und grade feststelle, dass nur ein schwarzer Bildschirm auf mein Ionic zu sehen ist, weiss ich nicht wie ich es verbinden soll ???Hardreset hat auch nichts gebracht kann Paircode aufm Ionic nicht sehen und somit nicht mit meinem acc koppeln..Was soll ich jetzt tun ? Hat da jemand ne Ahnung von 😔

[StephanieFUGIER]

Bonjour,

J'ai le même problème. Je ne me suis inscrite qu'une fois mais message d'erreur.

Je viens de faire un mail en espérant obtenir une réponse rapide sur ce point. J'aimerais également connaître la procédure de renvoie de la montre pour destruction, puisque produit dangereux. Enfin, quelle va être le montant du remboursement ainsi que le délai de celui-ci.

Bonne journée à tous

[bakerKP1]

How do I process a recall for 2 ionics?

[SunsetRunner]

@bakerKP1 you have to do the process once for each watch.

I suspect they would need to be both linked to your account and both in use though.

[Daz1966]

I did refund on Fitbit website but had no code to use to buy Fitbit on website and have to wait at least 2 weeks for refund.

So now Fitbit removed my ionic from app and don't have fitness tracker .

So to round up. .

No ionic to use.

No replacement .

No 40% off voucher.

No email from Fitbit after I let them make the product unusable.

Thank you Fitbit .

Regards Daz .. 

[Odyssey13]

Hi @Daz1966  you should try Fitbit's MobileTrack to keep on getting your steps counted. click to learn more

[pizzacheeks]

I understand your frustration folks but Fitbit can’t lawfully issue a direct electronic refund to your bank.  1 because a lot of people didn’t purchase it directly from Fitbit and 2 for 99% of the users are out of the warranty period. Just be thankful they are not cutting you a check which would take even longer and you are getting refund and discount. Also device is dangerous and for countries that have you self dispose. They don’t want you to use it anymore or sell it and run them into further legal trouble 

[anotheruser12]

I've tried numerous times to process recall and each time the reference number comes through, it doesn't work - apparently it is not recognized on the system... how convenient!!

The most I've waited is nearly 24hrs and the least 3hrs.

Doesn't give me a good feeling about Fitbit.  I'm pushing for the refund but as to whether I'll replace with another Fitbit product, I don't think I will. 

The only thing I will say is I only hope it doesn't continue overheating to the point that any personal or property damage occurs as there will be an entirely different letter being sent...

By not allowing the refund, Fitbit are implying there is nothing wrong with the device - it still syncs and has not been disabled.  To anyone not aware of the recall, this device is in perfect working order and there is nothing to be concerned with.

Fitbit should be better advised to process this recall quickly for those who are blindly using this item not aware there is a potential safety issue. 

[HedleyBones]

Not resolved yet

[Mikisbergstrom]

I seem to have the same problem as many others. I received the e-mail and applied for the refund. When I did the step to verify my account and entered the reference code it displays an error: reference code not found. I did several attempts and waited several hours but I still got the same error message. What do I need to do now? 

[YogeshMohla]

yes..
Thats a good idea..

[TadKees]

I too recently chucked my ionic because one of the sensors on the back actually fell out and when I attempted to purchase another ionic I discovered they discontinued my favorite smartwatch.  I don't have the device anymore but do have a record of my use of the ionic in the premium app.  I would think that would be sufficient proof I owned one.  Can't get a straight answer if I'm entitled to a refund, one representative said yes and another said no.  

[anotheruser12]

You could contact your countries regulatory body as in most countries companies have a legal requirement to provide refunds or replacements for goods which are dangerous.

Fitbit has admitted there is a potential safety hazard and has issued a recall but are denying some users the ability to process this.

I've noticed that the supposed 24hr live chat has been removed and no luck on twitter though - no one answering anything anyway on either platform.

If those with issues are concerned, perhaps social media will get the problem solved - not sure Fitbits already shoddy reputation for "(lack) of support" will really do them any favors by preventing soon to be ex-customers returning faulty goods.

[Preci]

I have the same problem I got tired of trying and they say my device is
impacted, I registered twice and I got 2 different codes they both don't
work.

Preci

[KellyLim]

Same here. Have messaged on Twitter let’s see 

[peterbea142]

I must be one of the lucky ones and got in early. I  got through and registered late afternoon on Wednesday 2nd. March. My ionic was deleted from my account almost immediately, and was instructed to dispose of it safely.   Got the discount code, requested the MasterCard refund option, and ordered  a Fitbit Sense, two free straps, and a free years subscription to Fitbit premium. @€180.  Late Wednesday evening, my Fitbit, had been dispatched from Holland, and it arrived in the UK Friday evening. It's now sitting in a Parcelforce depot in Hereford, and won't be delivered until Monday ( because parcel force appear not to deliver at weekends) No more information on the refund yet though, which I assume will be some form of pre-loaded mastercard style gift card.