Ace 2 not turning on

[JamLu]

Just wondering if anyone else has had issues with the ACE2 not turning on after being charged.  fitbit support has been absolutely terrible. All I know want is to return a defective product that stopped working 1 week of use and I am being told that I have to pay shipping to return it.  Not impressed. 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @JamLu.

I appreciate your participation in the Forums and sharing the issue with the Ace 2 and your experience with our Support team. I understand how you are feeling about this situation and appreciate your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I've confirmed that you already have a case with our Support team, please continue working with them. I know they will be glad to help you out and provide you a solution. Meanwhile, you can try our troubleshooting tips at Why isn't my Fitbit device's battery charging?

Have a good day.

[JamLu]

I have tried all the ways listed.  The device does not register that it is being charged. Maybe it's the charging cord. All I know is that this new device does not work. It is going on 10 days without a response from your tech team.  Based on the comments in this section the Ace 2 in particular has issues. I find it very frustrating to be told that I have to pay shipping to get a refund for a defective product. At one time I was willing to simply get a replacement but since the tech team are taking so long to contact me I no longer believe that Fitbit is the right company for me to support with my business.  With this many similar issues with a certain product in would expect the company to  replace items almost automatically to keep the customer inside.  Sadly this is not the case with Fitbit.  

[Jrdubyakc]

@JamLu can you give some info on what troubleshooting steps you have taken? Maybe we can get it working!

[JamLu]

I have tried multiple USB power blocks, computer USB slots, cleaned the pins and charging cradle, repositioned the device on the charging cradle many times, tried numerous times to reset/turn the device on. 
I have not dried the device because it has not gotten wet.   
I would try another charging cradle but I do not have one. 
It is not the USB blocks as they work with other devices as does the computer USB slots. And yes there is power flowing to the house outlet! 
I have read and tried the the steps in the FAQ on how to charge your Fitbit, how to reset your Fitbit, why my Fitbit isn't charging etc.  
I am still waiting to hear from the tech support team.  It is now at least 10 days. This is unacceptable.  


Sent from my Bell Samsung device over Canada's largest network.

[Jrdubyakc]

@JamLu Sounds like you did a lot of troubleshooting. Hopefully Customer Service will get back to you soon.  Is it still syncing to the app?  If so, you could try changing to a different clock face. That has seemed to trigger our Aces to “wake up” in the past.  Might not work, but worth a try. 

[JamLu]

The device will not sync with the iPad. The clock face was still set to the default.  
It's simple, the device does not work. Another 3 days and no contact with tech service.  
James


Sent from my Bell Samsung device over Canada's largest network.