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.

[anotheruser12]

I must have left a window open last night as all of a sudden one of the previously absent live chat operators actually replied and I heard the notification in the background...

Not particularly much use though.  After I explained I'd tried three times waiting times of 24hr 8hr and 3hr before trying the reference codes, and each time they are rejected, I was asked to wait another 2hrs for it to "filter through the system".

When I queried whether another 2hrs would really make a difference (knowing the time already waited) I was told they would make an exception and escalate and I would hear back.

Do I really believe I'll hear back?

[FitnessPassion]

@Deborah-cooling UK customers don't need to return their device. It will automatically be disabled by Fitbit once you have gone through the process. I think it is different for many, but I'm from the UK also and was taken to a website where the 40% discount was already applied on the device options. I compared the prices on the main website and this seemed to confirm it. Hope this helps.

[Deborah-cooling]

Brilliant, thank you for your help.

[SunsetRunner]

still waiting for deactivation, for discount, for Fitbit to be serious about this… for everything jajaja 

 

[Loodicrus]

I tried to apply for the refund twice now, but in the "Verify account" step of the process I always get back that the reference code wasn't found 😞

Something is broken 😞

I hope they find the issue, so I can get the refund

Greetz

Paul

Moderator Edit: Formatting

[ChrisKru]

I like to registrate for the recall off the Ionic watch but the registration number doesn't work. 

[HollaBas]

I see several questions regarding the refund validation and registration code that does not work. How to proceed to get the refund?

It looks now like a fraud message designed not to refund.

[T1warrior]

I have been on the web page followed the links and have wasted my afternoon trying to sort this.
It doesn't recognise the registration code, I've done it twice and waited for nearly an hour but nothing. I tried to web chat but got no response. I tried the 24 hour phone, nothing. Really disappointed with the lack of support from fit bit. want to be able to see what refund is and what the discount is for new Fitbit. I need my Fitbit to work as I rely on it for diabetic notifications. I would like some answers.

how much is the refund in GB£?

what is available to buy and how quickly is this process going to take?

When is the best time for me to speak to an actual person?
Thank you.

[Steve_S80]

Same here, have waited way longer than the 30 minutes, have so far been unable to contact support 

[FCorneliusson]

Same problem here. 

[Christel27]

Same here!

[Jaxster4466]

Same here. Live chat yields no help apart from creating a case number and standard try again answer. Frustrating. 

[harris360]

getting the same error message for my code. did anyone solve this yet?

[SunsetRunner]

I somehow have the feeling that after the abysmal treatment during the recall there are going to be a lot of disgruntled customers departing for ‘other shores’

[YojanaFitbit]

Hi everybody,

We understand your concern about the Ionic recall.

• If you have an impacted Fitbit Ionic device, please stop using it and visit our webpage at help.fitbit.com/ionic 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..
• If you still have questions after reviewing the information on our site, let us know.
• If you have questions about the status of your refund, visit help.fitbit.com/ionic to find out how to contact us in your region..

Note: This recall only involves Fitbit Ionic devices. It does not impact any other Fitbit smartwatches or trackers. 

Your safety is always our top priority, and we are taking this action out of an abundance of caution. Thank you for your continued support and being a member of the Fitbit family.

[willo2]

Same here, lo mismo en España.

[Pikeking]

Tried for two days there not making it easy 

Moderator Edit: Word choice

[loelli06]

Very funny. Everyone know how i can get the refund. But the Procedere does Not work because the reference Code from registration does Not work. No Support in Germany.

[moldol]

My reference code doesn't work for the ionic refund?

[ColmDol]

Same with mine