Lost buckle on Ace

[Agter]

Hi. 

My daughter lost the buckle on her 2 weeks new Fitbit Ace. It just fell apart. 

But I can’t find where to buy this in Holland. 

[Julia_G]

@Agter, oh dear! Your daughter's Ace will be guaranteed in the EEA for 2 years, and this loss/ breakage really is unusual and should not happen!  I am afraid it may take a little time, and your daughter will need to be patient, but you should definitely be in touch with Fitbit Customer Support on contact.fitbit.com and they will sort out a replacement.  If you get in touch by email, please include the photos you have shared here, and I am pretty sure that they will send her a new band asap.

Really glad she didn't lose her whole Ace!

If your daughter can't wait, while Fitbit is processing your warranty replacement, you might want to get her a 3rd party band on Amazon.  Any bands for Alta or Alta HR will fit the Ace, but you may want to make sure that it is small enough for her.

Also do be careful -- even though you have had a problem with the Fitbit band, I would say that on the whole. the 3rd party bands are often not as good quality as the original Fitbit bands, so you will want to make sure your daughter does not lose her Ace due to band failure while she is waiting for replacement from Fitbit.

Let us know how it goes, and how your daughter is enjoying her new Fitbit.  Welcome to the forums!

[DavideFitbit · Accepted solution]

Hello @Agter, welcome to the forums, I'm sorry to see that happened with the buckle of your daughter's Ace. 

I've sent your information to the Customer Support team in case you still need assistance with this, you should be getting a reply soon. Additionally, if you'd like to have the option to purchase other bands, you can find the complete list of retailers for The Netherlands here. You can also use the online Fitbit Store. 

Keep us posted on the outcome. 

[peachpurpleblue]

Hi there,

the same thing has happened to my son's fitbit ace (in Sydney) - he is really upset - purchased last month (April 19) - should I take it back to Officeworks with receipt?

[JuanJoFitbit]

@peachpurpleblue Thank you for joining us in this thread and our Fitbit Community! I'm happy to assist you with your son's Fitbit Ace which the buckle gave you a bad experience.

Due to this, I'll send your case to our Fitbit Community so they can investigate further and provide a solution. You will receive an email from them soon.

Let me know if you have any questions! 

[AnnieOS]

My daughter was so upset when the buckle fell off and and got lost . Is this a design flaw ? She hadnt it more than 10 days. Disappointing. 

[JuanJoFitbit]

@AnnieOS Welcome to our Fitbit Community. I totally understand how you and your daughter feel since her Fitbit Ace got lost. Due to this, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected and our Support team will be happy to follow up and review your case.

See you around.