Fitbit announced last month that it has stopped selling Fitbit Force and would voluntarily recall all units for the full retail price following an investigation that confirmed the $129 fitness-tracking wristband indeed caused skin problems to some of its users.
Fitbit CEO and co-founder James Park said in a statement that only 1.7 percent of Fitbit users reported experiencing skin irritation due to wearing the device. However, while the number may seem small, the U.S. Consumer Product Safety Commission (CPSC), has provided a clearer picture of just how many consumers were affected by the issue.
In its recall notice dated March 12, the CPSC reported there were about 10,000 Fitbit Force users who reported of skin problems. "The firm has received about 9,900 reports of the wristband causing skin irritation and about 250 reports of blistering," the recall notice read.
Given that all Fitbit Force devices will be recalled, Fitbit is prepared to offer refunds for approximately one million units in the U.S. and Canada despite the fact the company only received around 10,000 complaints.
Meanwhile, the CPSC pointed out the hazards of wearing the device and informed consumers that attempting to resell the recalled product is illegal. "Users can develop allergic reactions to the stainless steel casing, materials used in the strap, or adhesives used to assemble the product, resulting in redness, rashes or blistering where the skin has been in contact with the tracker," it said.
CPSC communications director Scott Wolfson encouraged Fitbit users to take advantage of the refund program. "Whether you hear about this recall from the CPSC or Fitbit directly, take advantage of the refund right away," Wolfson said. "It's actually somewhat rare for firms that we deal with to provide a refund, especially a full refund."
Some users, particularly those who were not affected by the skin issues, however, are not keen on returning their device.
"I wear mine all the time...even to sleep because I monitor my sleep. The only time I take it off is to shower. I have had no problem with skin irritation. I don't plan to return mine for a refund. However, it is encouraging to know that the company is working to resolve the issue and stand behind their products. Thanks, Fitbit," a Fitbit user commented on the company's recall announcement on Facebook.
Some Fitbit customers also praised the company for its decision. "This is an example of stellar customer service! My Force works great as does my wife's. We have no reason to return them, but every reason to remain loyal to the company," a Fitbit user said. "How many industries could go from good to great by showing this level of concern for its entire customer base because of 1.7% of them have reported an issue?"
