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Ace 2 not charging and experience with Customer Support

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‎02-15-2021 07:07 - last edited on ‎02-17-2021 17:05 by

‎02-15-2021 07:07 - last edited on ‎02-17-2021 17:05 by

I’ve chatted twice with live chat in the past 3 weeks about Ace2 not charging and not turning on. Both times I was told the separate Ace2 reps would email me for support within a few days. It’s been more than two weeks and I’ve heard nothing back from Fitbit. I could live chat again but thought I’d try another format. This is the second time this has happened and the first time a year ago I had excellent service and Fitbit sent me a new device. I just need to know if this can be fixed or do I need to go buy a new device? At this rate if I go buy new it will likely not be Fitbit brand because I’m pretty disappointed with the service this time. Both reps I chatted with blamed Covid for delays, but really?

 

 

Moderator edit: subject for clarity 

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‎02-17-2021 17:02

‎02-17-2021 17:02

Welcome to the Fitbit Community, @BravePeaceful45.

 

I appreciate your participation in the Forums and sharing the issue you're experiencing with your child's Ace 2 and your experience with our Support team. I understand how you are feeling about this situation and appreciate your feedback as it helps us to keep improving. Due to recent events affecting our operations there might be a delay. Our Support team will do their best to help you, I appreciate your patience and understanding. Meanwhile, I recommend following the troubleshooting instructions in this help article: Why isn't my Fitbit device's battery charging?

 

See you around.

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

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