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Ace 2 fell out of band

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We bought an Ace 2 for my 10 year old daughter to help her get steps in during virtual learning due to COVID.  She's only had it a few months and wears it in the house and on neighborhood walks only.  It fell out of the band and we have been searching for it everywhere but have not found it.

 

We still have the band so I reached out to fitbit via chat to see if I could get a discount on a new device but was denied being told that it was a loss issue.  Now that I'm reading all the post and reviews online, it's clear that the loss has more to do with a design flaw and not a loss issue.  I don't know why Fitbit would sell these knowing the device can so easily pop out of the band.  I've purchased multiple fitbits for myself for many years and have never had this problem, because their other devices are securely held in place on the bands.  Even when I have bought replacement bands, there has never been a problem.

 

I'm posting on this site to see if there is a discounted option available for a replacement device, or just the "brain" for the Ace 2 since we still have the band.  I'm also wondering if the Ace 3 has the same design flaw.  I'd like to continue using fitbit for my kiddos and myself, but doesn't seem right to have to pay full price for a replacement due to the design not negligence when there are less costly options on the market. I'm ok with paying a premium for a child's fitbit as compared to competitors, but would expect it to be at the level of quality of adult fitbits, which the Ace 2 clearly is not.

 

 

Moderator edit: subject for clarity 

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2 REPLIES 2

Welcome to the Fitbit Community, @DCEMom.

I appreciate your participation in the Forums and sharing your experience with your daughter's Ace 2 tracker. I understand how you are feeling about this situation and thank you for contacting our Support team regarding this issue. appreciate your time and feedback, we're constantly working on improving our devices and user experiences, and your comments are always welcome. I am sure our Support team tried their best to help you, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. Please don't hesitate to contact them back if you have any doubts about the outcome. 

I understand your concern regarding the Ace 2 pebble, unfortunately this option is not available in our online store. Regarding the Ace 3, this tracker features a kid-friendly, swimproof design with a stain-resistant, easy-to-clean silicone band with a raised bumper that’s built to withstand spills and tumbles. The secure, adjustable clasp stays put and is comfortable to wear all week long. It is also compatible with Inspire 2 classic accessory bands. For more information about the Ace 3, check our blog and this manual

See you around.

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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Worst product! Will be losing a lot of customers if they keep ignoring the feedback. 

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