Ace 3 band failed

[Pantalls]

I had a ace3 for 3 days and the band failed some how.

I need a refund!!

Moderator Edit: Clarified subject

[SilviaFitbit]

@Pantalls Welcome to the Fitbit Community. Thanks for the details mentioned. 

I moved your post to this board, in an effort to keep the forums organized. In order to provide the appropriate troubleshooting, please share as many details as possible. Also, reply to the following questions: 

- Does the band has any physical damage?

- Is the software working?

Feel free to check out the Fitbit Warranty here. 

Hope this helps. 

[Pantalls]

Hi Silvia,

The fit bit belongs to my eldest boy Jed. He is almost 10years old.

No the band doesn’t seemed to be damaged. 

Not sure about the soft ware as we don’t have the fit bit.

Jed had been saving up his pocket money for months to purchase his own fit bit. He is an active fella and a couple of his close friends had one.

We finally made it all the way into Albany and Jed purchased his very own fit bit with all his hard earnt pocket money.

Jed was so excited to count all his steps he ran around the block as soon as we got home. He also ran to school and home instead of riding. He did this everyday and was comparing steps with his friends.

He was playing on the grass with his friends at lunchtime, on the 3rd day I think, when he noticed his fit bit was missing. The band still on and intact but no fit bit. They searched everywhere.

His teacher let him and a couple of his classmates search the grassed area further for almost the whole of the next period as she could see how upset Jed was from loosing it.

We went back to Harvey Norman in Albany but they were unable to help us as although we had the receipt we didn’t have the fit bit. They suggested we contact you directly.

I know this is a strange request but as Jed worked so hard to earn the pocket money to purchase this fit bit, and he only had it for 3 days, and I am a single mum that can’t afford to replace his Fitbit, Jed and I were hoping you could find someway to help replace his beloved fit bit.

Looking forward to hearing from you.

Kind Regards

Jed & Simone 

Moderator edit:  removed personal information

[SilviaFitbit]

@Pantalls Thank you for getting back.

I appreciate the time you took to share how Jed purchased this Fitbit. I'm sorry to hear that this happened. For some tips on how to locate it, see What should I do if I lose my Fitbit device?. 

Hope this helps.