Fitbit Ace 2 came out of the strap and lost

[gavin2610]

I purchased a Fitbit ace 2 for my 6 yr old son, about 2 months ago, and after a visit to the beach it’s somehow come out of the strap and was lost, looking at various threads online I am not alone in this situation, and appears to big a big design flaw!

After contacted customer services The best they could send was send “expediate shipping” at full cost.. I could pop 5 mins up the road and go and get one full price! Very disappointed with your CS response, I was only looking for a discount of some sort so I don’t have to pay £70 for a new one, and obviously the same thing could happen again 

Moderator edit: subject for clarity

[LiliyaFitbit]

Hi @gavin2610, it's nice to see you again in our Community Forums. 

I am sorry to hear that your son's Ace 2 was lost at the beach. I appreciate the additional details and I am here to assist you. Thank you for contacting our Support team and for sharing your experience. I totally understand how you are feeling, I am sure our Support team tried to help you in the best possible manner according to our warranty policy. I apologize for any disappointment and appreciate your feedback as it helps us to keep improving.

You mentioned that the tracker came out of the strap. I would like to confirm if you still have the strap?

Looking forward to hearing back from you.

[gavin2610]

 

Hi Lilly,

Yes I still have the strap

[LiliyaFitbit]

Hi @gavin2610, thank you for your reply.

I appreciate the additional details and a photo. I've sent this information to our Support team for further review and they will be contacting you via email. Please keep an eye on your inbox. 

I'll be around if you have any questions.