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Ace 2 fell out 5 months after receiving it

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‎05-14-2021 07:25 - last edited on ‎05-14-2021 10:30 by Fitbit Moderator

‎05-14-2021 07:25 - last edited on ‎05-14-2021 10:30 by Fitbit Moderator

My daughter received her Ace 2 Tracker for Christmas - she is 10 years old - took extremely good care of her tracker only removing the entire band at shower time and would put back on - has never taken the tracker out of the middle - when out riding her bike the other day - only 5 months after receiving - she came home and the tracker had fallen out on her without her noticing and is now lost.  I understand that this product is supposed to help promote activity for children - which is so important for their health and development especially in times like now - but I see I am not the only one posting that this has happened to them.  What is the point of an activity tracker if it can so easily be lost!  I have pictures to show that the band is in perfect condition - I would  like a response back to the possible design flaw and options for replacement - my daughter loved this product but I really don't want to put the money out for another one to have it happen again and as well for a product that my daughter was using how it was intended for it to be lost so easily!

 

 

Moderator edit: updated subject for clarity. 

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4 REPLIES 4

‎05-14-2021 08:06

‎05-14-2021 08:06

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options

Stepping in the U.S.A. since September 2013. Android 14

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‎05-14-2021 09:51

In response to Odyssey13

‎05-14-2021 09:51

Hi There, 

I know this is an automated response as I have read it on other posts...disappointing!!

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‎05-14-2021 09:56

In response to Capri22

‎05-14-2021 09:56

Actually, @Capri22 , this is not an automated response. I just post the customer service options to reach them. Usually, when a device is lost, there is nothing Fitbit can do to help a customer. Your only option at this time is to get with support or to try to find the device. You see the article on how to locate a lost Fitbit? click to read it.

Stepping in the U.S.A. since September 2013. Android 14

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‎05-14-2021 11:57

In response to Odyssey13

‎05-14-2021 11:57

Sorry - I didn't mean to insult - however I want fitbit to know there maybe
a design flaw with this tracker as clearly we are not the only ones who
have experienced this from reading other posts - and I am sure there are
more out there who have - so agreed it is lost not broken - however lost
when it shouldn't have been. Thank you for the tips to try and find -
hopefully it works
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