Lost FitBit Ace2

[NiqueB]

“My 10 year old son’s FitBit somehow came out of the band and is lost. Very upset about this. I thought that this type of band was kid tested. Totally disappointed. I’m not comfortable with buying a new one knowing that this happened.”

[LiliyaFitbit]

Welcome to the Fitbit Community, @NiqueB. I am sorry for the delayed response.

I appreciate your participation in the Forums and sharing that your son's Ace 2 came out of the band and is lost. I understand how frustrating this is for you, thank you for your feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[warnie_cbr600]

Same issue for me.  I bought an Ace2 to replace my son's Ace as he really wanted the upgraded model.  About a month ago the Ace2 display fell out of the wristband while my son was playing at a jumping castle entertainment venue.  We attempted to locate it using Bluetooth tracking options to no avail.  I've called the venue every weekend since to see if has turned up, but it hasn't.  My son is pretty devastated at having lost his main Christmas present.  We have been to this same jumping castle entertainment venue many times while wearing the Ace and never had this issue.  Given how many other people have had this same issue with the Ace2, I'm hesitant to go and buy another one given the same issue could easily reoccur, but my son is very keen to have it replaced.  Is there any chance Fitbit can offer just a display at a discount?  Or can it be replaced under warranty given it was only 2 months old at the time?

[NiqueB]

Honestly, I was hoping that they would offer without me having to ask. My son is devastated.

Sent from my iPhone

[warnie_cbr600]

At least you've had a response in the forum.  I've posted my message in this forum twice now and still nothing...

[Jrdubyakc]

@warnie_cbr600  This is a community forum - Fitbit moderators don’t look at every post.  I would suggest reaching out to the Customer Service here. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @warnie_cbr600. It's nice to see you around, @NiqueB @Jrdubyakc. I am sorry for the delayed response.

@NiqueB I totally understand how your son is feeling. Upon checking with our Support team, I was told that they were able to help you with this issue. Thank you for your time and feedback.

@Jrdubyakc thank you for your participation and support! 

@warnie_cbr600 thank you for joining the conversation and sharing your son's experience. I totally understand how you are feeling and I am here to help. Thank you for your efforts to find the tracker and providing the additional details. I've sent your information to our Support team so they can review your warranty options. You will receive an email from them soon.

If you have any questions, feel free to let me know.

[warnie_cbr600]

I'm glad @NiqueB was able to receive some help.  However, the support team were NOT able to help me with this same issue.  

Even just an offer of a slightly discounted product would have been nice, or at least an empathetic response would have gone some way to keeping me loyal to the brand.  Below is the response I received from Support:

Hi Mark, 

Thanks for providing additional information. Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy. For details about our warranty policy, see fitbit.com/returns.

You can learn more about the latest options in the Fitbit family of products at www.fitbit.com/compare and fitbit.com/store.
 
Let us know if you have any other questions.

Sincerely,

the Fitbit Team

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for your reply, @warnie_cbr600. 

I am sorry to hear about your experience with our Support team, I totally understand how you are feeling. Thank you for providing the additional details. I've sent the information to our Support team for review. Please keep an eye on your inbox. 

I'll be around if you need further assistance.