Ace 2 lost

[ChunkyMonkey03]

Has anyone had any problems with their child’s Ace 2 watch part falling out of the band? My son was wearing his as he normally does and when he looked down it had gone but he still had the band on his wrist. He has only had it just over 2 months he got it for his birthday and he is absolutely devastated.

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @ChunkyMonkey03. 

I appreciate your participation in the Forums and sharing that your son's Ace 2 fell out of the band and got lost. I am sorry to hear about this experience, I totally understand how you are feeling. I've shared your post with our Support team and they've mentioned that you already have a case with them. I've sent the details you provided and recommend to continue the communication through email. I know they will be glad to help you out and provide a solution. You can take a look at this page for more information about the warranty policy.

Let me know if you have further questions. 

[ChunkyMonkey03]

Hi

Thank you for the reply, I have only put it on the community page to find out if it has happened to anyone else. I have been in contact with the support team and still not had a answer to my question, all they have focused on is the warranty and that it is not covered by that. This is very annoying as in no email to them have I mentioned that I want it replaced all I have asked is how can it fall out.
Once again thank you for your reply.

Kind regards

Moderator edit: personal info removed

[LiliyaFitbit]

Hi @ChunkyMonkey03, thank you for your reply.

I apologize for any inconvenience, I understand your concern and appreciate your feedback. Our team is always working on our products and services, and your comments are always welcome. Our Support team will continue investigating the situation, I recommend to keep working with them since they have already all the details and special tools to continue assisting you.

Don't hesitate to get back if you have any questions.