Ace 2 problems with countdown timer and sleep

[Ruthie_11]

Hi all,

Hoping you can help.  I bought my son an Ace2 for his birthday in early August.  We set it up no problem at all and he loved it.  Shortly after ran into some problems:

- the countdown timer doesn't work, if you set it for a minute, it counts down to a minute but instead of then vibrating at 0, it just goes on and counts down from an hour.

- I tried rebooting it but it now only gives you the smiley face but doesn't vibrate upon reboot

- the sleep data now doesn't record anything

I'm really disappointed, is it really this fragile?  I've tried contacting support but nothing much forthcoming.  Do i return it for a refund and try something else?

Thanks,

Ruth

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Ruthie_11.

I am sorry to hear the countdown timer doesn't work on your son's Ace 2 and the sleep data is not being recorded. Thanks for trying to resolve this and I am here to help. Thank you for trying to resolve this and providing the additional details. I totally understand how you are feeling and I am here to help. Since you've tried already to restart the device, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox.

Regarding your concern about refund, Fitbit has a 45-day return policy, so anything purchased directly from Fitbit can be returned for a refund for any reason within 45 days of shipment. If you've purchased from a retailer, you'll need to return your product directly to the retailer, following their return process. This is generally printed on your receipt, though you can also find it on the retailer's website. For more information, see here. 

Let me know if you have any questions.