Ace 2 lost forever due to design flaw

[TDSC2004]

My daughter received a Fitbit for her birthday last June. She took great care of it and wore it everyday. Unfortunately while she was playing outdoors the screen popped out of the band and we were unable to find it. She is devastated. As parents we are disappointed. We purchased this as it was advertised to track active kids. This design flaw contradicts what is being advertised, active kids should not use these unless they want to lose the screens. Customer service was unhelpful and stated it does not fall under warranty guidelines. We do not recommend this product. Avoid purchasing if your children are active. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @TDSC2004.

I appreciate your participation in the Forums and sharing your experience. Thank you for your efforts, 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 an email soon. 

See you around.

[Ri78]

Same, my eight year old lost his on a field trip yesterday. He only has the band on his arm. I even drove back to a few if the places they went with my Bluetooth on trying to locate. The Ace 2 coats just as much as the adult bands, why would they make it so easy to pop out and not secure with pins like the others?

[LiliyaFitbit]

It’s good to see you in the community, @Ri78.

Thank you for joining the thread and sharing that you experienced the same issue. I understand how you are feeling and appreciate your efforts to find the tracker. Thank you for sharing your concern, I appreciate your feedback and suggestion. To share additional feedback or if you want the features to be improved, feel free to visit our Feature suggestion board. Here our product development teams consult regularly to ensure we're delivering on what our customers need and want. 

Regarding the lost tracker, I recommend getting in touch with our Support team so they can evaluate the issue and help you with this matter. Click here to get connected with them via chat or phone.

See you around.