Fitbit ace strap too small

[sbusby2004]

I’ve just bought the Fitbit ace for my son the strap is way too small will any other fitbit strap be compatable with it.

Moderator edit: edited title for clarity

[carteru]

I just contacted customer service via chat. I was just about to order my son an ACE for his 10 year old birthday when I saw all the complaints about the band being too small. I wanted to find out if Fitbit is now automatically including the bigger band with any new orders. I was told that no they are not.  The only way to get a bigger band is to order an ACE, get it synced to the Fitbit app and then complain to customer service. I find this absolutely ridiculous. Why make people do this when they know it is a problem. My son really wants the ACE but I don't want to buy something I know in advance I have to hassle with.

Moderator edit: format

[JuanJoFitbit]

@Nic09 Thank you for getting back! I was able to contact our Support team and was told that they contacted you via email. I would like to follow up and would like to know if they provided a solution.

@carteru Thank you for participating in our Fitbit Community! I truly understand how you feel and I appreciate your feedback about the process to receive another wristband since this helps us to keep improving.

[BeanoB]

I had the same problem. I emailed Fitbit help and one person suggested they’d send another one then another said no. You can buy Alta / Alta Hr straps that are compatible with Ace on eBay for under $10.

[JuanJoFitbit]

@BeanoB Welcome to our Fitbit Community! Thank you for sharing your feedback and comments.

[Mum108]

Wouldn’t it fall under consumer guarantees act... fit for purpose? Surely
if doesn’t fit child of advertised age range it’s not. I wouldn’t accept
having to buy one.

[EdsonFitbit]

@Mum108 Thanks for visiting the Fitbit Community.

We appreciate all the feedback from Fitbit users which help us to improve the Fitbit products and services. 

If you have any questions, please let us know.

[Marge2632]

I just got the Ace 2 for my 10 year old son yesterday. It’s doing exactly what it needs to and motivating him to get up and move. The band is very snug and there is no growing room. I don’t want to spend more money for a larger band. What are my options?

[JuanJoFitbit]

@Marge2632 welcome to our Fitbit Community! I'm sorry for the late response. However, since your son's Ace 2 wristband is small, I'll forward your case to our Customer Service department and they'll be happy to review it and assist you accordingly.

Please let me know if you have any questions! 

[Marge2632]

Do I need to contact customer service, or will they reach out to me?  Thanks!

[JuanJoFitbit]

@Marge2632 I'm sorry for the late response. Regarding your question, I got in touch with our Support team and was told that they sent you an email. Please check out your email account in order to follow up and assist you accordingly.

I'll be around if any question arises.