Ace 2 falling out of strap

[Misti586]

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

[Misti586]

This is for the Ace 2

[Julia_G]

Hi, @Misti586, this is obviously upsetting, especially as your son has had his birthday Fitbit for less than 3 weeks!  As the Customer Service rep probably explained, this would fall under the category of a lost Fitbit which would not usually be covered under a warranty claim.

However, I have flagged your post for moderator attention in case there is any further help Fitbit could offer to get your son back stepping again.  Someone should be along soon to contact you in case there are any further steps.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Misti586. It's nice to see you around @Julia_G.   

@Misti586 I appreciate your participation in the Forums and sharing that your son's tracker fell out of strap while he was wearing it. I totally understand how your son is feeling and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. Thank you for taking the time to get in touch with our Support Team. I am sure they tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. Taking in consideration the details you provided I've escalated your case to our Support team, for them to take a deeper look at this and verify your options. Please keep an eye on your inbox for further instructions.

@Julia_G thank you for your support! 

I'll be around if you need further assistance. 

[Doxsee]

This isn't a rare occurrence. I purchased a Kids Ace 2 for over $70 at Macy's; this was for my grandson's birthday, August 26. And in our case too, the watch has fallen out of the ban, he was heartbroken. I am simply going to write reviews, comments and ratings on every site, and social media post when possible. I don't want unsuspecting buyers to be taken advantage of. The Ace 2 is a faulty product, very poor design. I tried uploading an image of the watch here (whats left of it), but did not have permission to do so.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Doxsee. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing your experience with the Ace 2 tracker which you bought for your grandson. Thank you for your efforts to upload the photo, you can find the instructions on how to share an image in this post. 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 a reply soon. 

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

[R_Escobar]

This just happened to my son's Fitbit Ace2 as well.  We are (were) on our second band.  The first one started to loosen and we got a replacement.  The second band has been fine for a few months until earlier this week when it fell off my son's wrist.  Luckily it happened while we were home so we found it and noticed that the band connection to the face was getting loose, yet again.  Fast forward to today and he notices that it is missing on the bus ride home from school.  There is definitely a design problem with the band. I shouldn't have to replace the band two times within a year and still have the band disconnect and get lost. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @R_Escobar. 

I am sorry to hear about your son's experience, I totally understand how you are feeling and appreciate your feedback. I've sent your information to Customer Support. They will evaluate your case and provide assistance as soon as possible. Thank you for your patience. 

Let me know if you have any further questions.

[Oliver2612]

My son is devastated got his on Christmas Day!!!! Was eating his tea and realised the actual Fitbit wasn’t in the strap! Heartbroken and they disgustingly say there is nothing they can do! 

[Julia_G]

Hi, @Oliver2612 , I have flagged your post for Moderator attention.  Lost Fitbits are not covered under Fitbit’s limited warranty.  However, a Moderator may have some suggestions of what Customer Service might be able to offer, depending on the circumstances.  I can see that this would be quite upsetting for a child.  

[LiliyaFitbit]

Welcome to the Fitbit Community, @Oliver2612. It's nice to see you around, @Julia_G. 

@Oliver2612 I am sorry to hear about your son's lost Ace 2 tracker and your experience with our Support team. I totally understand how you both are feeling and will do my best to help. I've sent the additional details to our Support team for them to review your case again. Please keep an eye on your inbox. 

@Julia_G thank you for your efforts to help! 

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

[Oliver2612]

Thank my son has woke up again crying devastated....

I can’t even say it’s his own fault because it really isn’t

Sent from my iPhone

[LiliyaFitbit]

Thank you for your reply, @Oliver2612. 

I am sorry to hear how your son is feeling, I totally understand the situation. Upon checking with our Support team, I was told that they have been in touch with you and were able to help. Thank you for your time and efforts.

Let me know if you have any questions.

[dee2909]

The same thing happened to us. My daughter just received her Fitbit on Christmas. The tracker popped out of the wristband several times before she finally lost it today. She is so upset! They definitely need to provide a more lasting band. I hope this is resolved soon. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @dee2909. 

Thank you for joining the thread and sharing that your daughter experienced the same issue with the band and lost the tracker. I understand how you feel and appreciate your feedback. I recommend visiting our Feature suggestion board. Here our product development teams consult regularly to ensure we're delivering on what our customers need and want. Please take a moment to visit and give us your feedback.

Upon checking with our Support team, I was told that you have already contacted them. I've sent the additional details to our Support team and you should be getting an email soon. 

Let me know if you have any questions.

[Ech2]

This has happened to us as well. My son got his Fitbit Ace 2 weeks ago and over the weekend it fell off the straps whilst having a walk. When we noticed it was missing , we tried looking for it but couldn't find it. I cant believe that they are selling this for £70 when its so poorly made. How can a 2 week old fitbit just fall off its straps and Fitbit wont even replace it when its clearly their fault for making such a faulty product.

I wish I had read these reviews before purchasing !!!

Moderator edit: merged reply

[GET2020]

We just experienced the same thing. This was a Christmas present for our son and it fell out at school on Friday and was lost. Tried to live chat with customer service and was told that they will not replace a lost device - despite my best efforts to explain the lost device was due to their faulty band. Really disappointed that they market the Ace 2 as kid friendly when it clearly is not durable enough for a child. Would not recommend this product.

[prakashvit]

Didn't read this feedback before buying this product, my son also lost the fitbit in school. i feel its waste of money, didnt designed for kids. we have only strap now 🙂

[LiliyaFitbit]

Welcome to the Fitbit Community, @Ech2 @GET2020 @prakashvit.

@Ech2 @GET2020 thank you for joining the conversation. I am sorry to hear you experienced the same situation, I totally understand how you are feeling. I appreciate your feedback and time you took to let us know your frustration since this helps us to keep improving. Since you have been in touch with our Support team already, I've updated your cases and you should be getting replies soon. 

@prakashvit I am sorry to hear your son lost his Fitbit at school. Thank you for the 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. Please keep an eye on your inbox. 

I'll be around if you need further assistance.

[johnjoeslater52]

Hi

Add my grandson's  Ace 2 to the list . He was on a sponsored walk for charity wearing his fitbit . When he came home it was gone. He/we didn't even know it came out. We bought it from John Lewis but when we tried to get it replaced under their 2 year warranty they said it wasn't covered because it was lost and can't be repaired. It was 3 months old, we bought for him as a Christmas present. What can we do. This is clearly a poor design and Fitbit should refund the money or send a replacement. I will glue it in  !