Hi all - there are many other similar threads on this forum of kids losing their Ace2. It's a very common issue. But so everyone can easily see how my efforts with customer service played out, I've copy/pasted my final reply on one of those other threads below:-
Hi everyone, I posted earlier this year about how my son lost his Ace2, and I provided a follow up a short time later with the email response I got from Fitbit Customer service. But I thought I'd just let everyone know what the final outcome was for me.
Essentially over the course of about 2 weeks, I continued to argue with customer support that the product was clearly faulty and not 'fit for purpose', as demonstrated by the many, many, people complaining on the forums about their kids losing their device while they were doing everyday kid activities (eg. running around the playground). Customer support continued to respond with the almost identical response of 'all Fitbit products are tested rigorously before entering the market' and therefore 'the product is suitable for the purpose it was designed'. I would make the point that given many more people over the last few months have added to this forum page indicating their kids also lost their Ace2 continues to demonstrate the product IS a bad design that is NOT fit for purpose.
I also asked Customer Support to identify exactly which part of the warranty excluded my 'faulty' product from being replaced under warranty. Each reply continued to only refer me to the warranty - in its entirety - with the last email received telling me bluntly 'I would find the reason within the warranty documentation'.
Essentially I gave up. And after explaining to my son that if we bought another Ace2 he would just lose it again, we looked at other devices/brands. We ended up purchasing a Garmin Vivofit 4, which is essentially exactly the same as the kids Garmin Vivofit Jr.2 - my son just wanted a plain black one, and the kids ones only came with bands that had cartoons or movie prints on them. The Vivofit 4 (and the Jr.2) is awesome. It doesn't even need charging - you just replace the battery when it goes flat every 12-15 months. This was a big plus for my son, who always seemed to have a flat device just as we were about to go for a run, or a play at the park. Admittedly the screen on the Vivofit isn't as bright or large as the Ace2, but its a small downside for a device that won't get lost again due to a bad design.
Fitbit have handled this issue very poorly in my opinion. The fact that this issue continues to be a repeat problem demonstrates that there is an issue with the design of this product. Fitbit should have admitted this problem, and helped customers with at least a discount on a new device as some compensation. But instead, they're steadfastly sticking to their claim that there's nothing wrong with the product design, and that they can't replace the device under warranty for reasons you will find somewhere in the 120 page warranty document - just go find it yourself.
I've had quite a few Fitbit products in the past, and had been very happy until this recent experience. But after this I won't be getting another Fitbit ever. Samsung and Garmin devices it is from now on.
Best of luck to all those still trying to get some sort of help from Fitbit on this issue.
Cheers.
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