Fitbit Ace 3 fell off in water

[DJSlam]

My son has had this fitbit for 1 week. Took it in the water for the first time today. He and my husband made sure the watch was securely on and the water lock was on.  Despite this, it came off his wrist and I have a very upset 9 year old. The worst part is is that we have no idea why it would have come off since it is meant to be able to be worn in the water and we know it was on securely. Feels like we’ve just thrown away money. Very frustrated. 

Moderator edit: updated subject for clarity. 

[Odyssey13]

Hi @DJSlam  why not call support to see if there are any options available to you.

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
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IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

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[DJSlam]

Thank you so much for your reply! I called and the Fitbit is getting replaced!! Such amazing service! Thanks again. 

[Odyssey13]

Wonderful news @DJSlam and thanks for taking the time to let us know. When it arrives, just set it up as a replacement device on an existing account.

[AndreaFitbit]

Welcome to the Fitbit Community, @DJSlam. I'm sorry to hear about what happened with your son's Ace 3 and thank you for sharing your service experience. 😀 We strive for excellent customer service, and customer satisfaction remains our number one goal. 

Thank you for your help and for the heads up @Odyssey13.

Have a wonderful day!

[KaiKaiKai]

Just did Fitbit Ace 3 search, and find this post.   Is the band easily broken?   

[AndreaFitbit]

Welcome to the Fitbit Community, @KaiKaiKai. Thank you for sharing your Ace 3 band inquiry. 

Did your child Ace 3 band broke?

Keep on visiting the forums.

[KaiKaiKai]

I plan to buy Ace 3 for my son.  When I do some research I find this post.

Anyway, I just placed an order, and my son suppose to receive it this Friday.

[AndreaFitbit]

Thanks for getting back to us and for the clarification @KaiKaiKai. 

You can find more information about Ace 3 here.