Ace 2 falling out

[Jenn_123]

This is ridiculous. My poor child was so excited to get a fit bit and it falls out of the band just like that. This little child should not have to worry about something like that. I've seen many posts complaining about the same thing with the same "auto reply". I'm disgusted and really just want a refund if no real help can be given. The way this product was made is obviously faulty and responsibility needs to be taken by this company.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Jenn_123.

I am sorry to hear about the frustration this situation has caused. I understand how you are feeling and appreciate your feedback. I have forwarded your case to our Support team so they can get in touch with you and provide further assistance. Please keep an eye on your inbox. You can take a look at this page for more information about the warranty policy.

I'll be around. 

[Elliejayne84]

Hello

I have had the same problem - contacted fitbit as this is clearly a design fault. I have seen posts dating back to 2019 saying they have had the same problem. https://community.fitbit.com/t5/Ace-Family-Accounts/Ace-2-falling-off-band/td-p/3540258

I have been told that the fitbit falling from band is not covered by warranty and so they will not do anything to help me.  My daughter has only been wearing it since Christmas. It's clearly a design fault as my other daughter's has also fallen from the band but we were able to find it. 

I am shocked at the terrible quality of the bands - if it isn't sufficient to hold the item it is designed to hold then it's obviously not fit for purpose. 

Looking at the older post Fitbit have obviously helped some people with a replacement - so I am not sure why others are not being given the same service. I am so angry!

[Elliejayne84]

To add insult to injury they initially offered me a discount on a new product but within seconds they sent another email withdrawing the offer.  

I have been using Fitbit since 2015. All my family have one, I think it's terrible customer service. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Elliejayne84.

Thank you for joining the thread and sharing your experience. I am sorry to hear about the frustration this situation has caused. Thank you for providing a link, I totally understand how you are feeling as you have been a Fitbit customer for a long time and appreciate your feedback. Our team is always working on our products and services, and your comments are always welcome. I've sent these details to our Support team. Please keep an eye on your inbox, you will receive an email from them soon.

See you around.

[SunsetRunner]

My son had his for 2 days and it fell off and we lost it while just walking in the park. Customer service responses are generic and patronising. 

[SunsetRunner]

Completely faulty design and they hide under warranty. Obviously warranty does not cover a lot product. They clearly realise that  this is design fault and should replace the tracker. Usual response is thank you for feedback, we strive to improve our products. If this issue has been going on since 2019 they are not paying attention to the feedback. 

[Elliejayne84]

The product should have been recalled as not fit for purpose. It wouldn't be so bad if it wasn't a product for children,  who are obviously going to be upset about it. I'm so angry about it.

[SunsetRunner]

I agree totally! 

[Elliejayne84]

Given the amount of people that have had the same issue FitBit have to acknowledge this is a design fault. It's really unfair to claim it's not covered by warranty given the fact that it is due to a shoddy design that the product doesn't hold together. 

As the issue has evidentally been occurring since 2019 how can this not be acknowledged? 

3 months is not long for a product that cost a substantial amount of money, especially given Fitbit are meant to be market leaders!