Ace 2 falling off band

[Jblotkampstark]

Has anyone else had a problem with the Fitbit ace falling out of the band? We haven’t even had it for a month and the Fitbit fell out of the band. As dumb luck would have it, it fell down a drain and is lost forever. I feel like it is not our fault it wasn’t connected securely. With my inspire, the device is connected by pins but with the ace that is for children is would just pop out of the rubber band. Has anyone else has a problem with it popping out of the rubber band? I’m very upset that it’s not covered I. He’s 45 day warranty. I feel like it was a faulty band and not our fault the Fitbit fell out.

Moderator edit: subject for clarity 

[JuanJoFitbit]

@Jblotkampstark welcome to our Fitbit Community! I'm sorry to hear that your Ace 2 popped out of the band. I totally understand how you feel about this.

I'll send your case to our Support team so they can review it and assist you accordingly. You will receive an email from them soon.

Let me know if you have any questions! 

[j_mno]

@JblotkampstarkDid you ever have this resolved? We lost my sons pebble at the nature park today, it came out on it's own somewhere when we were walking and we didn't notice. We re-traced out steps but no luck, it's somewhere along a trail blending in with rocks and sticks and leaves. Ours was also less than a month old and we are very disappointed 😞

[Rmreed2]

I am also just now having a similar problem with my son’s ace band. One side of the band is now staying attached.

Sorry, I meant NOT staying attached.

Moderator edit: merged reply

[SCSwalker]

Yes, my sons has popped out several times.  Luckily he noticed and found it.  Unfortunately,  the entire thing came off his arm last week and he didnt notice.  Not pleased.

[Jblotkampstark]

When I contacted customer support, they said this was the first they had ever heard of something like this happening and that my son was too rough on it. My thought is it's a fitness tracker and he should be able to play kickball and not have to worry about it falling apart. Because they mentioned this was the first they heard of it, I felt I needed to post to see if others are having the same issue. If others are having the issues, they need to figure out how to fix it. The new version hasn't been on the market that long. I'm not happy to hear you had the same problem, but I am relieved that we weren't the only one to have this happen. I personally feel like it was a faulty band. It was strapped on very tight and when I looked at the band, I could tell part of it was corroded so it didn't surprise me that it fell out. I would reach out to their customer service and see what they can do. It is disappointing and I definitely know how you feel! 

[Yzzil40]

happening to my daughter’s band, will contact them...

[LiliyaFitbit]

Welcome to the Fitbit Community @Rmreed2 @Yzzil40! It's nice to see you around @Jblotkampstark @SCSwalker @j_mno. I am sorry for the delayed response. 

@j_mno @SCSwalker  thank you for joining the conversation and sharing that your son's tracker was lost. I appreciate your efforts to find it. I totally understand how you are feeling. I could see that you got in touch with our Support team about this and that they were able to help you. Thank you for your time and efforts. 

@Rmreed2 thank you for sharing the issue with your son's band. I've gone ahead and escalated your case to our Support team, for them to assist you further. Please keep an eye on your inbox.

@Jblotkampstark I appreciate your participation in the Forums and sharing your experience with Customer Support. Thank you for your time and feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I'd suggest to keep communication open with our team, I know they will be glad to help you out and provide you a solution.

@Yzzil40 thank you for letting me know that you're experiencing the same issue with your daughter’s band. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you in the best possible manner, just keep an eye on your inbox for further assistance.

If you have any questions, feel free to let me know.

[SCSwalker]

@LiliyaFitbit I have not.  I was told they would contact me and they have not done that yet.

[j_mno]

It took them a few days to contact me but I did eventually speak with support to resolve the issue currently, so don’t lose hope yet! Hopefully you can get it all sorted out!

I do think that the manner in which the band attaches to the pebble will need to be reassessed with research and development. I like the idea of the silicone around the edge to work as bumpers to protect the screen for sure. But I think they need to somehow incorporate the pins like they have on the Inspire as well, to help it stay more securely in place.

[LiliyaFitbit]

It's nice to see you around @SCSwalker and @j_mno! I am sorry for the delayed response. 

@SCSwalker I could see that our Support team got in touch with you and that they were able to help you. I appreciate your time and efforts. 

@j_mno thank you for your advice and suggestion since this helps us to keep improving.

If you have any questions, feel free to let me know. 

[Yzzil40]

I've not heard back yet

[LiliyaFitbit]

Thank you for the update @Yzzil40. 

I could see that our Support team got in touch with you. I know they will be glad to help you out and provide a solution, please keep working with them. 

I'll be around if you need further assistance. 

[ChrisMassot]

This has happened to my partner twice now. Once was at an airport grabbing our bags from the carousel and it popped off. Unfortunately we didn't realize it until we left the airport and now it is lost forever. Now she is borrowing a FitBit Ace from her mom and the bang just started coming off or un-clipping on its own. Luckily we noticed it this time. There needs to be a better way of keeping the bands from falling off and un-clipping themselves. It is a big price tag to have already lost 1 and almost loosing a second and we still need to replace the first FitBit. We would love some help with this as it seems to be a common occurrence among FitBit users.

- Thanks!

[Janes22]

I am having the same issues with my daughter's Ace we just back in March.  She is active but doesn't even do any sports and is very careful.  Literally wears it to track her steps and look at the time and now one side of the band keeps unsnapping and will no longer "snap" back in place and hold on her wrist.  Very disappointing considering the price tag for one of these!  

[LiliyaFitbit]

Welcome to the Fitbit Community @ChrisMassot @Janes22. I am sorry for the delayed response. 

@ChrisMassot @Janes22 I appreciate your participation in the Forums and sharing your experience. I totally understand how you are feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting emails soon. 

If you have any questions, feel free to let me know.

[st070619]

My daughter saved up for her Ace 2. She received it on July 10th. Yesterday the fitbit fell out of the case and it's lost. I called fitbit and they said the warranty doesn't cover lost fitbits. It was only lost because the case doesn't adequately support the fitbit. This was a bad business decision. You have lost a customer. 

[SCSwalker]

I'm so sorry. They replaced ours when it fell out of the case. I paid for
a different band off Amazon. So far the off brand band is working way
better than the band it came with.

[LiliyaFitbit]

Welcome to the Fitbit Community @st070619. It's nice to see you around @SCSwalker. 

@st070619 I am very sorry to hear about your experience, I totally understand how you are feeling as your daughter saved up for her Ace 2 and only received it on July 10th. Thank you for taking the time to get in touch with our Support Team. I could see that your case is being reviewed and you should receive a reply soon. I appreciate your patience and understanding. 

@SCSwalker I am glad to hear your device was replaced. Thank you for sharing that you purchased a different band off Amazon and it is working well. I appreciate your feedback since this helps us to keep improving.

I'll be around if you need further assistance. 

[j_mno]

Just curious, did you purchase an aftermarket one for the Inspire? I’ve looked at a few and they look as if they may fit the Ace 2 as well but would click in place better. After losing the first one I’m nervous about it happening again so I hardly ever let him wear it, which obviously defeats the purpose. So I’m trying to find a more secure alternative!