Ace 2 turns off when disconnected from the charger and experience with Support

[mdaubs]

I have two brand new Ace 2's. Out of the box, one works great but the other seems to have a battery life of literally less than one second. Seems like I'm either doing something silly or it needs to be RMA'd. So I contacted Fitbit support three times in the past week and each time I get a similar response... agent says I need to be transferred to a different team and to expect an e-mail response. I have not received a single e-mail from Fitbit support, yet. I know it's the holidays and all, so it will probably take longer than usual, but I found it strange that the support team wouldn't even engage in troubleshooting steps. Are Ace products not fully supported by Fitbit or something? Is it normal to wait over a week for the first meaningful response to a support issue?

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @mdaubs.

I understand how you are feeling about this situation. Thank you for sharing your experience and feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. Due to recent events affecting our operations, Support options are limited and wait times are longer than usual. I appreciate your patience and understanding. I've shared your post with our Support team and they've confirmed that you already have a case with them. I know they will be glad to help you out and provide a solution, please keep an eye on your inbox. 

I'll be around if you have any questions. 

[mdaubs]

Thanks Liliya. Indeed, I was reached out to a few hours ago. Unfortunately, the response wasn't terribly helpful - I was thanked for trying the troubleshooting steps and then directed to the website to try the same troubleshooting steps I already did. It also seems that the additional information I provided in subsequent contacts wasn't added to the support case so the gentlemen who responded was understandably behind. I am pleased to have gotten a response. Despite having five interactions now that haven't made any progress with my issue, each person I've interacted with has been super kind.

[LiliyaFitbit]

Thank you for your response, @mdaubs.

Thank you for the update. I apologize for any inconvenience and appreciate your feedback as it helps us to keep improving. I contacted Customer Support and was informed that they have reviewed your case already and provided a response recently. For more information, please check your inbox.

Let me know if you have any questions.