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 

[LiliyaFitbit]

Thank you for your reply, @Harry62. 

I appreciate your time and feedback. I am glad to hear you're working with our Support team. I am sure they will do their best to help you. 

Feel free to explore the discussions forums to Share Your Story, Get Fitter, Find Fitbit Friends, Sharing Recipes and much more.

I'll be around if you need further assistance. 

[Lizt371]

Did you ever find anything out about replacement? 

[Harry62]

Yes! Fitbit sent me a replacement, it is perfect.

[Desichick82]

My daughter received her FitBit for Christmas and the face came out of the band and is lost. I‘m disappointed an item marketed specifically for children would be made so poorly. She wears it daily and knows not to pull the face or stretch the band, etc. so I’m unsure why it would just “fall out”. However, after reading this forum I see this is a common issue and I feel terrible for giving my  daughter grief for losing her’s in less than a month of having it. What do I need to do to resolve this issue? 

[Gdixy]

Hi - really sorry to hear your daughter lost her ace device. Search online for the fitbit direct contact number for customer services. Let them know what has happened and inform  them know you have seen this has happened to lots of other people  from reviewing comments from others on  the fitbit community. This happened to my daughter and she was devastated. We recieved a swift replacement from fitbit. 

[SJogger]

My daughter’s Fitbit ACE2 keeps falling off the strap while she is wearing it on her wrist. She no longer wears her fitbit as she does not want to lose it in the park or school.

Looks like a faulty strap design since  there is no way to force the device to stay connected to the strap using the band.

fitbit: Is there a different strap that can be used with ACE2 where the strap does not allow the device to pop off  the band while on the wrist?

[Jblotkampstark]

I found one on Amazon that has been working MUCH better! I completely understand why fitbit designed the strap the way that they did for kids however, they need to consider a redesign since the kids wearing these are active kids and they need to figure out a better way to keep it securely fastened. I personally think it needs pins like the alta.

[Desichick82]

Mind sharing the link to the alternative compatible strap you found?

Sent from my iPhone

[RebeccaStPete]

Same thing happened to my son's fitbit.  It has fallen off the band several times which seems like a defect or poor design for a kids product. We have been fortunate up until last weekend when it popped out during normal play and got lost.  I have been a long term customer and contacted customer service who said there wasn't anything they could do about it, it wasn't an issue for others and I should buy a new one.  I will definitely not be replacing this with another Fitbit.

[Csummers87]

My son has just lost his Ace2 at School, it fell out of the band while he was on lunch. He can't find it anywhere so now it's gone. Had it since his birthday at the end of September, not happy. I contacted Fitbit support who basically said it's not under warranty for that issue so will not replace. I tried to argue that this forum (I pasted the link for them) has been going on since before I bought my son's Fitbit therefore they shouldn't have been selling a product when it has a known fault. Also made the point that the ace 2 is meant to be made for kids so should be more sturdy and secure than the adult ones but they couldn't have been any less helpful- just suggested I buy a new one!! I have a Fitbit and so does my daughter but will never buy one again after this. 

[Gdixy]

I am stunned at the reply you recieved - have you phoned fitbit customer services? I wouldve have also thought that the product would still be under warranty? Irrespective of the warranty the strap is defective- I would telephone fitbit customers services and ask to speak to a manager 

[Csummers87]

yep it's a complete joke! I've just sent them an email to formally complain. I noted that this forum started in June 2019 and I purchased my Fitbit in Sept 2019 so they continued to sell a product that they knew had a fault. I have a Fitbit and so does my daughter and it takes some doing to undo the strap so I have no idea why it's so easy for the tracker designed for kids to slip loose. I will see what they come back with via email then give them a phone if need be. I've also left a comment on their latest Instagram post and told them in the email I will buy nothing else from Fitbit and make an effort to encourage others to do the same. We'll see what happens, I'll post when (if) I get a reply to my email.

[RebeccaStPete]

I did call customer support and was honestly surprised by the response as
Fitbit has always had the best customer service. I have been a customer
since the beginning and was patient while they worked out the bugs early on
and continued to be a customer. It was disconcerting that the customer
service representative said it was clearly my son's fault and they don't
replace lost items when the band was still on his arm and after reading the
posts it seems like there is an obvious design flaw. Needless to say I'm
in the market for a replacement and it won't be another Fitbit.

[Gdixy]

Stunned - I have always had a positive results with them with any issues raised in the past. I guess I now know  what to expect come the day we lose our device. 

[Desichick82]

I encourage everyone to contact (and those who did contact, do it again). I called and was told they would send a replacement. I explained that I’m hesitant to just replace the face since the original fell out due to the flaw in the actual band - they said they wouldn’t be able to replace the band, Id have to go this route first - almost as if, if it happened again they’d then consider replacing the band or the entire FitBit. We have considered adding some gorilla glue to keep the face from falling out again. 

[Csummers87]

Email response from Fitbit is basically "let's see how we can help you" which is pretty much no good as I'm going to have to walk round my kids school with my phone in hand in the hope that the Fitbit app picks up the nearby device to sync. There's always the chance someone else has found it and kept it- no way of knowing. They don't seem to understand that it should never have come loose from the strap in the first place which means it's their fault for having such a bad design. I'll see if anything comes up at the school tomorrow then I might give Fitbit a call and see what their response is. My thoughts are that they know it's a fault but if they were to admit it, they know they'd be in for a lot of complaints and refunds so basically pretending it's not an issue. My son is distraught as he loved his watch and loved seeing all his daily steps. Not impressed with Fitbit as a company now as the easiest thing to do would be to discontinue selling as they know it's an issue and refund anyone who's lost theirs as a result of such a poor design.

[Gdixy]

Is the "let's see how we can help you" email  their most recent response?

[Csummers87]

They first of all said to take the phone near where the device was lost and look for it to sync etc, so I asked how close the device has to be to the tracker before it can pick it up, I also asked them to respond to the rest of my email regarding their faulty product.

They responded to that email to say "Moving forward, in the app itself it shows you all of the devices nearby, and the nearer you are to the device, the stronger the signal shows up on the app and in the list of nearby devices." 

I have since replied to say I cannot find that screen on the app that shows this, all I can see it my son's account and it shows his Ace2 and says "looking", I can't see my other device with a signal strength as they have said in their answer, but they have still failed to respond to my initial complaint about the poor design of the product.

[Gdixy]

Really hope they make this right for you - these watches are so expensive - the wristband is certainly defective I dont understand why they dont get it! 

[Csummers87]

Thank you, appreciate your replies. It's clearly not just me either, from this thread alone there are lots of people who have lost theirs through the same issue. I can understand if one person's watch breaks in a different way to someone else's but this is literally loads of people who's kids have lost their tracker through the exact same fault. It has certainly put me off buying another product from Fitbit, especially since they are refusing to accept any responsibility.