Ace trackers won't sync

[DinaM]

I just got off the phone with Fitbit support. The guy who helped me was ZERO help. Plus he was giving me inaccurate information. since I received my two Fitbit Ace's for my kids, I added them to my Versa family account, but I haven't been able to get them to sync.  He told me, that the reason is that my kids were under the age of 12!!! The Ace was advertised for ages 8 and up - not 12, so he clearly doesn't know what he is talking about. He then told me to ask a friend or co-worker with a versa to add my kids to their family account and synce the data that way! WTH!!! I also can't get my kids removed from my account, because I never receive the confirmation email to do so, he told me that email takes 7 days from the day you ask for a child to be removed from the family account- it has been 3 weeks- and still no email. He also told me my return and exchange window has passed even though I haven't been able to get my Aces to work since I purchased them. This is my 2nd encounter horrible encounter with Fitbit, I am so disappointed.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@DinaM Welcome to our Fitbit Community! I'm so sorry about the experience you've had with your kids Ace trackers. I totally understand how you feel about this and I appreciate the time taken in troubleshooting this issue with our Support team.

I was able to get in touch with our Support team and was told that they reached you via email in order to follow up. Please reply to their email with the information they requested and they'll be happy to assist you.

Let me know if you need further assistance! 

[DinaM]

Yes they reached me via email with this message:

Please send us the photo of the damage for our records with a handwritten
note containing your case number that is 24819046 in the picture with your
tracker's wristband and the following information as well.

•Your full name:
•Street address (line 1):
•Street address (line 2):
•Postal Code:
•City:
•State/Province:
•Phone number (for shipping purposes):
•Your wristband size:
•Your wristband color:

-----------------------------------------------------
The entire conversation I had with them was about the Aces' not syncing to
my Family Account on my Versa. So what physical damage are they talking
about? How do I take a picture of the Fitbit's not syncing? Please advise

DINA

[JuanJoFitbit]

@DinaM Thank you for getting back! Please reply to their email with the information requested. Even though there is no damage on your Fitbit tracker, just send a picture of the tracker as they requested so they can follow up and provide a solution.

Let me know if you have any doubts!