Fitbit Ace 3 fell out of strap

[ym2]

My 8 year old daughter saved for months to buy her Fitbit Ace 3 February of this year. A couple of her friends also had one and they really enjoyed comparing steps and using all the other functions. She wore it every day and was very responsible with it. She was so proud of it. Today, as usual, she made sure to wear it and was proud that it was waterproof and she could wear it swimming. And then a few hours later she was extremely distraught when she noticed that she was still wearing the watch strap, but the actual fitbit  had slipped out of it. We searched and searched and were unable to find it. We used a bluetooth locator app and still no luck. We could not get it to sync. I am very sad for her as she worked really hard for it and was so careful with it. The watch was not misplaced or lost out of carelessness. It seems to be a design flaw that does not keep the fitbit tightly enclosed enough for it to remain secure as children wear it. This watch has meant a lot to her. Is there any way that you could help us get a replacement or a discount on a replacement? She didn't even have it for 6 months. I can send a copy of the original receipt if you need it. I spent 45 min on chat yesterday with someone that absolutely got me nowhere. Thank you for your help.

[Odyssey13]

Hi @ym2  you can read the Terms of Service, which I'm sure the customer support representative shared with you. Fitbit takes no responsibility for lost devices. If you paid by credit card, see if the bank that issued the card might have insurance on there that would replace the device. Sometimes the credit cards have such an insurance and it's helped people before who posted on the forums. As for Fitbit, they can't replace lost devices. Sad to say, it used to be where the company replaced them until so many people began "losing" them. Wish we were still in those days, but your best chance now is the credit card company, if you purchased that way.