My sons actual Ace fell out of strap while wearing it. I see this is an issue more and more with customers. Hopefully Fitbit will do something to help us out. He is extremely upset. This was the only thing that he asked for as a birthday gift which we purchased for him on August 2nd. He hasnt even had it a full month! I spent a decent amount of time on the phone with customer service and other than suggesting we download a bluetooth app to help find it they offered no other assistance. Advised that the warranty (45 day warranty) was not for situations like this. They did offer to send me a coupon if we couldn't find it but after attempting to send it my way they advised that the Ace was too new of a product and they couldn't actually offer the coupon.
The customer service rep agreed that the Ace is built for kids to be able to handle movement without coming out of the band. Even after explaining that my son was wearing it properly and had been for days there is still nothing Fitbit can or will do. I was also asked if I've reported issues like this in the past with our Ace? I'm not sure what difference that would have made but had to explain again that my son has only had this for a little over 20 days and this was the first time we had any issues. I was told that the issues like mine werent actually being reported but more along the lines of the Ace falling out due to a broken band. Now it's gone forever.
Moderator edit: subject for clarity
