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 

[Yzzil40]

We still haven’t resolved this. Fit bit offered to send a new band, with a limited colour choice. They then contacted me to say they didn’t have the colour I’d requested, and gave another limited choice. A month without being able to wear her Fitbit and she’s gone back to wearing the £3.50 imitation Fitbit she bought with tokens from a cereal packet. 

[Giomarrero77]

Just happened we have had it for less then a month and it fell out on a hike and have lost it forever......my son wore my ionic for 6 months it was never in danger when the ace 2 came out we got it next time we will have to find a kids watch that attaches to the band line the adult version

[SwinJo]

My son lost his Ace2 out of the band today at a running event.   He saved up and spent his own money and only had it 3 months.   He’s very upset!   I am reading some people were able to get it replaced - I would hope that is the case! It is clearly and issue with the product.  

[LiliyaFitbit]

Welcome to the Fitbit Community, @SwinJo.

I appreciate your participation in the Forums and sharing that your son lost his tracker today at a running event. I totally understand how he is feeling as he saved for this device and had it for 3 months. I understand your concern, 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 a reply soon. 

I'll be around. 

[Gdixy]

Have just complained to fitbit about this same issue! Very frustrating as we haven't lost the watch yet but it's only a matter of time! 

[SwinJo]

Just as a follow up, I have received no support from Fitbit.  They were quick to say it isn't their fault.  

My son was using it as it is meant to be used and there is no remedy.  We can not afford to replace it, nor am I willing to spend the money of the design flaw means it could happen again.  

Be be careful withAce 2 if you buy one.   This was a hard lesson for my 8 yr old to learn.  Very disappointing.  

[Gdixy]

Thank you for the update. I have recieved a vague reply from fitbit support and for some reason they refer to the watch as damaged? I have had the send photos of the watch with a specific reference within the photo. I have corrected them as the watch isn't in anyway damaged it's design defect. Will keep you posted

[Giomarrero77]

We did have the same issue with the Ace 2 Fit bit was great sent them pictures of the watch and showed no damage to the band and the replaced the tracker.. we did go with a after market band the was more secure, and that was trial and error, hope everything works out with it 

It is a design flaw keep at it with them they were receptive to us when we spoke to them go to there instagram page or Twitter page and comment on the post they reached out to me almost immediately after I posted on the page. Good luck.

Moderator edit: merged reply

[Wisecow]

Same problem here. Fitbit says they won't replace it. We still have the band and only had it for ~6 weeks. It's obviously a design flaw and there is nothing to actually hold the Fitbit in place. It popped out a couple times within the first few weeks, but we were able to find it. Now we've searched everywhere.

I feel like a pretty reasonable consumer. I don't expect the world. If this was +6 months or lost due to negligence I would understand. But considering both comments here and reviews on Amazon seem to citing this issue regularly the onus should be on Fitbit and their development team solve - not for me to pay more to buy a new one. As a long time Fitbit owner I'll certainly be looking at other fitness trackers for my next purchase.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Gdixy. Thank you for your replies, @SwinJo @Giomarrero77. It's it's nice to see you again in our Forums, @Wisecow. I am sorry for the delayed response.

@Gdixy thank you for joining the conversation and sharing that you're working with our Support team regarding the same issue with the Fitbit Ace 2 tracker. I understand how frustrating this is for you. Our team is always working on improving our devices and user experiences, and your comments are always welcome.

@SwinJo I am sorry to hear about your experience, I totally understand how you are feeling. I've sent the additional details to our Support team and recommend you to continue working with them. 

@Giomarrero77 I am glad to hear you received a replacement. Thank you for your participation in the Forums and sharing the helpful tips. 

@Wisecow thank you for joining the thread and sharing your experience. I totally understand how you are feeling and appreciate your feedback. I recommend to get in touch with our Support team with the additional details, I am sure they will try to help you in the best possible manner. 

Let me know if you have any questions.

[Wisecow]

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@LiliyaFitbit wrote:

. 

@Wisecow thank you for joining the thread and sharing your experience. I totally understand how you are feeling and appreciate your feedback. I recommend to get in touch with our Support team with the additional details, I am sure they will try to help you in the best possible manner. 

Let me know if you have any questions.

---

I already did prior to posting here. They advised despite being under warranty "lost" devices aren't covered. We have the band - but no device.

[SwinJo]

As an update:

Fitbit has made this right after I pushed for more details on the policy.   My son is so relieved that he can continue to be an Ace 2 kid!  

[LiliyaFitbit]

Thank you for your replies, @Wisecow @SwinJo. 

@Wisecow I am sorry to hear about your experience. I've shared your post with our Support team and they've mentioned that you have been working with them, please continue the communication through email.

@SwinJo I am glad to hear your son will receive a replacement. Best of luck with your health and wellness goals!

I'll be around if you need further assistance. 

[xnicolemariex]

My daughter changed her band to an alternative band due to the silicone irritating her skin from the ace2 band that came with it. The pins will not stay in the slots of the actual device, and the band just falls off. The actual device I feel is super fragile and should be able to hold pin bands no problem, but it's already junk and I just got it this June.

[Janes22]

My daughter did get hers replaced and within a week..it fell off again.

My daughter did have hers replaced and if broke again within a week.  I'm now looking at more of an "apple watch" for kids vs a replaceable band type of tracker for her.

Good luck!

Moderator edit: personal info removed

[LiliyaFitbit]

Welcome to the Fitbit Community, @xnicolemariex. Thank you for your reply, @Janes22. 

@xnicolemariex thank you for joining the thread and sharing the details of the issue your daughter is experiencing with her tracker. I appreciate your time and feedback as this helps us to keep improving our products and services. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you out and provide a solution, please keep working with them.

@Janes22 I'm sorry to hear about your daughter's experience with the replacement device, I totally understand how you are feeling and respect your decision. We provide feedback to our team based on the Community posts in order to improve the Fitbit experience.

I'll be around.

[Harry62]

My daughter has been an avid user of her ACE and it inspired me to walk more too. 

But now her band broke - a little plastic piece connecting one half of the band to the device has corroded or something and will no longer hold the device.

After I contacted customer support through the fitbit help page, I received an email telling me that they will contact me in 2 days.  Is there a faster way to get help?

[Gdixy]

You can phone them - their number is freely available online 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Harry62. Thank you for your reply, @Gdixy. 

@Harry62 thank you for joining the thread and sharing that your daughter's band broke. I am glad to hear your daughter has been enjoying her tracker and inspired you to walk more. I appreciate your efforts to resolve the issue and contacting our Support team via email. I know they will do their best to help you, please keep working with them. You can check the options to contact our Support team here. 

@Gdixy thank you for your efforts to help. 

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

[Harry62]

Thank you, @Gdixy I didnt know about the phone number.

And I appreciate your response, @LiliyaFitbit .  I have already heard from the Support team.

Nice to have this community.