Broken clasp on Fitbit Ace 3

[GrainneMorgan]

Dear Team, to whom do I address my complaint regarding a broken clasp on a fitbit ace 3.

Recieved for Christmas, broke within 2 weeks. I have been told there is no warranty to replace. 

Thank you! 

Moderator edit: format. 

[Lindy18]

Hi,

Was there any resolution to this issue?

My daughter has only worn her watch for 2 days and the clasp has broken off.

[AndreaFitbit]

Welcome to the Fitbit Community, @Lindy18. I'm sorry to hear your daughter's Ace 3 clasp has broken off.

I noticed that you got in touch with our team and got assistance with your daughters band.

We look forward to get you back on track. 

[Xuting]

Hi @Lindy18 , did you get the band replaced? I have contacted the support team as well, but they didn't tell me if it is qualified for a replacement. After I read this whole thread, I realised that the band design is really bad. Hopefully, it can be replaced as we only get the watch less than 2 months

[Carlyturps]

HeYes I did, they were helpful. Did an online chat I believe . 

[AndreaFitbit]

Welcome to our community, @Xuting. I´m sorry to hear that your Ace 3 band also broke.

I noticed that you have already received assistance from customer support.

Thank you for letting us know that you got your band replaced and that our team was helpful. 

[GrainneMorgan]

I have not received a new band yet, please update customer services. Hoping
you are now understanding of this long standing issue.

[AndreaFitbit]

Thanks for getting back to us @GrainneMorgan. 

I understand how frustrating this could be. You should receive an email from our Support Team soon. 

We look look forward to get you back on track. 

[Lindy18]

Hi Xuting,

Yes I did, customer service was fantastic and got the replacement band out within a week.

However after all that, the replacement band only lasted about a week before that clasp also broke.

My son has the same watch and his broke as well (he had all the parts to put back together but once it popped open, it kept popping out).

I have since found some cheap knock-off Ace bands on eBay (approx. $6) that are yet to break, so I have just bought a handful of these (and hoping that if the bands do break again that we do not lose the actual watch part).

[AndreaFitbit]

Thanks for getting back to us and for your advise @Lindy18. 

The bands you have mentioned could be useful for other users. 

[GrainneMorgan]

Sorry to hear you recommend we purchase non fitbit straps for our fitbit!
The strap purchased with our fitbit was unfit for purpose and could have
resulted in actually losing our fitbit. Such bad quality and disappointing
feedback!