Ace 2 slips easily out of correctly fitting band

[Larmour]

My daughter received an Ace 2 for Christmas and despite taking great care with it, the tracker has fallen out and I have not been able to find it. Looking online I found that this problem has occurred frequently and I believe there may be a fault in the design of the band or something.

I had attempting syncing it, downloading apps to help find my Fitbit and scouring the forums here for help but alas I havent been able to locate it and therefore attempted to contact Fitbit support. Can I just say how disappointed I was with the representative I spoke to. I found them very unhelpful and almost condescending in their manner, just linking web pages to me of 'how to find your Fitbit' and 'how to care for you Fitbit' (The band was still securely around my daughters wrist when she showed me it was missing). I do not believe that the Ace 2 should be having issues with the tracker falling out particularly when its only 4 months old! 

Does anyone have any suggestions as to what else I can do? I have a devastated daughter who just wants her Fitbit back.

[LiliyaFitbit · Accepted solution]

Welcome to the Fitbit Community, @Larmour.

I appreciate your participation in the Forums and sharing your experience. I am sorry to hear about the frustration this situation has caused. I 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 this additional information to our Support team so they can follow up with you. They will be contacting you soon, please keep an eye on your inbox. 

See you around.

[Larmour]

Thank you @LiliyaFitbit 

I was contacted via email promptly by friendly support members who stated I was indeed eligible for a replacement regarding my lost tracker. I appreciate you escalating my matter after the difficulties I initially experienced with online support.

[LiliyaFitbit]

Thank you for your reply, @Larmour.

Thanks for the update, I am glad to hear you're working with our Support team and has been offered a replacement. I appreciate your time and feedback and hope to keep you in the Fitbit family.

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

Keep on visiting the forums!