Ace 2 turns off when disconnected from the cable

[DanilMama]

We just bought a new Ace 2 for Kids. When connected to the charging cable, it works fine and battery charged 100%. every time we disconnect the cable, the device shuts down. Tried hard restart multiple times, still no resolution.

Please, assist on this matter. Extremely frustrated. I called directly support via an international call; spent so much time on the phone waiting with no one response. On the chat window, you claim that all rep are busy!!! Very frustrating.

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @DanilMama.

Thanks for the details shared in your post and for already trying to resolve the issue. I am sorry to hear about the frustration this situation has caused. Since you've already tried to restart the tracker, please try getting in touch with our Support team so they can evaluate your tracker's behavior and help you with this matter. Click here to get connected with them via chat or phone.

See you around.

[DanilMama]

Come on up, please. I called on the phone, all they could say send us an email with proof of purchase. Live chat! it keeps saying....'Thank you for waiting....We will connect you with the next available agent...." I waited for hours and no agent comes. I tried this multiple times. 

I really regret this purchase due to the empty and lack of support on a brand new device. 

[LiliyaFitbit]

Thank you for your reply, @DanilMama.

I am sorry to hear about your experience. I understand how you are feeling about this situation. I recommend to continue working with our Support team via email since they have already all the details and special tools to continue assisting you. I know they will be glad to help you out and provide a solution.

Have a good day.