Ace 2 came out of the band and lost

[mlbil]

My son is 10 and was wearing the Ace 2 device. He received this Fitbit as a gift on August 27, 2019. During recess on September 25th he discovered the Fitbit has come out of the band. We searched the playground after school. I tried syncing the device and also installed a Bluetooth tracking app while searching for the device. No luck in finding his Fitbit, and customer service was unhelpful. I was told this device was designed and test by children. I don't believe it's been designed for an active child to wear and we're very disappointed with this product. We won't be purchasing another Fitbit device and I certainly wouldn't recommend this product to anyone after reading that other families have had the same issue!

Moderator edit: subject for clarity

[JuanFitbit]

Hi @warnie_cbr600 , nice to see you back. Thanks for sharing your experience and feedback. In case you change your mind, you are always welcome back to the Fitbit Family. I'll forward your feedback to the right department.

@n3tto , a warm welcome to the Community! If you have contacted Support I can assure you that you'll receive a reply .  Due to recent events affecting our support team, it may take longer than usual to respond.

Let me know if you have further questions. 

[Kc1217-1]

The same thing happened to my son. I keep getting the response that their items are tested. He is so sad. Fitbit so far has been less than helpful

[LiliyaFitbit]

Welcome to the Fitbit Community, @Kc1217-1.

I am sorry to hear about your experience, I understand how you are feeling and appreciate your feedback. I've shared your comments with our Support team and they should be contacting you soon, please keep an eye on your inbox.

See you around.

[MSimpson0209]

My son got the Ace 2 for his birthday 8/19, today 9/9 he had the tracker slip out of the band while he was wearing it at recess. We searched for it on the playground,with no luck. He is so disappointed, and so am I as I also expected better quality from FitBit. I've had 4 watches previously and loved them. I think the design on the Ace needs to keep the tracker more secure, maybe this was addressed with the Ace 3? I'm hoping to get in contact with customer support and maybe get a discount on a new tracker for my son. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @MSimpson0209.

Thank you for joining the thread and sharing your experience. I understand how you are feeling about this situation and appreciate your efforts to find the tracker and your feedback as it helps us to keep improving. I recommend getting in touch with our Support team so they can evaluate the issue and discuss the options available to you. Click here to get connected with them via chat or phone.

See you around.

[MSimpson0209]

I'm really frustrated and unsatisfied by this response. This is a known issue, and an obvious design flaw.

You provided a code for a 35% discount. You want me to purchase another device, even though we'd had the first one less than a month! And risk having the exact same thing happen again since it's a KNOWN ISSUE.

I expected fitbit to do better and replace the device.

[MSimpson0209]

I'm extremely unsatisfied that the offered resolution was a 35% off discount code. My son had his watch less than a month. This is a known issue and obvious design flaw. You want me to purchase another device, and potentially have the same thing happen again. I really expected fitbit to do right and offer a replacement device. My son is SO disappointed and so am I!

[Singingstar8910]

My ace 2 fell out at hall farm park and is lost

[Cedumont]

We had the same issue with my son's ace 2. He had it less than a month and the one side of the band kept popping out when he would put it on.  Luckily he wouldn't wear it because he was afraid to lose the watch face.  I contacted customer support and they sent me a new watch face, which wasn't the problem.  I contacted them again and they are sending me a new wristband. Hopefully, that will be the last of the issues but I'm starting to realize this is a design flaw. I'm sorry that is the result you got from customer service, maybe try contacting them again and hopefully you will get a better response.

[Singingstar8910]

Hi.  Thanks for your reply.  I will try this approach also. ThanksSent from my Samsung Galaxy smartphone.