Ace 2 tracker/face came off after 3 months of purchase

[NBansal]

We bought Ace2 about 3 months back and on the weekend while playing sports the tracker/face of the fitbit Ace2 came off and we cannot find that little tracker to put it back on the band. 

Does anyone had similar issues? disappointing as I would expect that the face of fitbit should not come off as it is meant to be worn while playing, etc..

I have spoken to Customer service but they are referring it is our fault, but not sure how it is our fault, when the face came off and we still have the wrist band. If the whole fitbit was lost then yes it is our fault.

Would appreciate if someone could please help.

Thanks

Moderator edit: format. 

[NBansal]

Would be good if someone from Fitbit team could reply on this?

[AndreaFitbit]

Welcome to the Fitbit Community @NBansal. Thank you for sharing your experience with your kid´s lost Ace 2.

I really appreciate your feedback. I understand you've invested in the Fitbit Family; however, we as any other company have policies to follow through.  While customer satisfaction remains our number one goal, the demands of running a global business require that we enforce our warranty consistently.

Please keep in touch with our support team to clarify your doubts.

Thank you for visiting the forums. 

[NBansal]

Than Andrea. Completely understand, but how come policy is different for some customers? If you refer to the community chat with other customers they have been given replacement due to this known manufacturing defect in Ace2. So would appreciate if same could be done in our case.

[AndreaFitbit]

Thanks for getting back to us and for your comment @NBansal. 

We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

Please contact your support team again ir order to check if something can be done in your particular case.

Keep on visiting the forums.  

[NBansal]

Thanks Andrea for your reply.I have been in contact with customer service team for last few days and they promised to get back to me after speaking to someone at senior level.

 However despite this, no one has reached out to me from customer service which is frustrating. Would appreciate if you could please look into  this and provide some sort of resolution so we can close this out. Thanks 

[AndreaFitbit]

Thanks for getting back to us and for sharing your concern @NBansal.

I added notes to your case and will investigate if I can find out about some information with the details you just provided to me since Customer Support is a different department. 

Thank you for understanding and for visiting the forums. 

[Fairpark7]

Hi,

This happened to me too and am wondering if someone can recommend a more secure strap/wristband for the Ace2

Thanks

[AndreaFitbit]

Welcome to the Fitbit Community, @Fairpark7. I'm sorry to hear you have experienced Ace 2 falling off. 

Thank you for your feedback. I'll forward this information and you can check third party bands that could be more useful for you. 

Keep on visiting the forums. 

[NBansal]

Hi @Fairpark7 - from what I have heard from others in community, it is a known manufacturing defect in Ace 2. We got a replacement dongle/tracker from Fitbit and now we have put it back in the original band and I have put some glue inside so it does not come off.

[AndreaFitbit]

Thanks for getting back to us  and for your advise @NBansal. Glue idea could be an alternative.

Thank you for visiting the forums.