Ace 3 falling out of band

[JeVan]

Hi, I purchased a ace 3 for my 7 year old in June. After one week the band broke and luckily my boy caught it and brought it home. Customer service was quick to send a replacement free of charge. Than 2 month after that, the watch just popped out of the band on last day of summer day camp. He came back home with the empty band without ever realizing it. And of course lost product are not covered by the warranty! What a waste of hundred buck! If it's meant to be an activity tracker for active kid, maybe it should be able to at least stay on the arm of said kid. Also I just discovered that it was a known problem for ace 2 from way before... Maybe they could have fixed that with the new version instead of just changing the color or whatever. Most disappointed, won't recommend fitbit product anymore.

[LiliyaFitbit]

Welcome to the Fitbit Community, @JeVan.

I appreciate your participation in the Forums and sharing your experience. I understand how frustrating this is for you and appreciate your feedback. Our team is always working on our products and services, and your comments are always welcome. I've sent this information to the Customer Support team so they can review your case again and provide further assistance. Please keep an eye on your inbox. 

[tmac33]

Exact samething happened to my 11year old last night.  The Aces just popped out of wraist band...its a really bad design.  Less than a month old.  When I called Customer Service and explained..Daniel didn't care and didn't offer any direction or help.  Just said they don't replace lost items.  Well this isn't lost...Its a design flaw.   Is this the company's stance?

[JeVan]

Finally got a free replacement for mine, not really sure I want to give it
to my boy, I don't see the point of him being disappointed if it happens
again in a few weeks...
Was looking at other brand, because I still want to replace it, it's not
his fault (for once!)

[tmac33]

Glad they replaced for free...good to know.  Hopefully you can find a solution for replacement.  I agree you don't want to put the new one back in same waistband.  Good luck.

[LiliyaFitbit]

Welcome to the Fitbit Community, @tmac33. Thank you for your reply, @JeVan.

@JeVan Thank you for the update. I am glad to hear you've received a replacement tracker. I understand your concern and would like to mention that Fitbit Ace 3 is compatible with Inspire 2 classic bands if you would like to try other band options. 

@tmac33 I am sorry that you went through the same situation. Thank you for sharing your experience and feedback. I understand how you are feeling. I was able to see that you have already contacted our Support team via chat. I've sent the additional details to them and they should be contacting you soon via email. Please keep an eye on your inbox. 

See you around.

[Jocb33]

I purchased the ace three for my grand daughter this past Christmas and today she arrived home with the tracker missing. The band was still on her wrist. II called Fitbit and even thought this has been An ongoing issue with this particular device and the fact that the device is only three months old they denied my claim because the tracker was lost! Of course the tracker was lost! That is the issue. It became lost because there is an issue with the band becoming loose and then the  tracker falls out.

I am hoping Fitbit will take a second look at this and replace the tracker. I have a very sad 8 year old who really through no fault of her own has an empty wristband.

Moderator edit: format

[EdsonFitbit]

Hello everybody, thank you for visiting the Fitbit Community.

I'm sorry to hear about the difficulties you experienced with your Fitbit Ace 3 devices. Thank you for the information provided.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

If you want to check the Fitbit Warranty please visit this site.

I am going to close this thread because it is too old, but if there is anything else we can help you with, please don't hesitate to start a new topic.

Have a nice day.