Lost or stolen kids tracker/Fitbit

[Rhyinosnana]

 Just a warning to be very careful of losing the tracker. My 7 yr old grandson's tracker came off its wristband, he only had it 2 weeks and now another kid at school is using it. I could see new activity and Fitbit confirmed it is now under a new account/email address. Fitbit does not give out the new email address so don't know who has it. I was hoping since I had the code number on the box that maybe Fitbit would offer a new one at a discounted price or replacement but no such luck. Hard lesson for a 7 year old. Since this was very expensive bought right before Christmas at a inflated price not sure these should be advertised for kids it will only lead to a disappointed kid. Also customer service could care less, they just want you to purchase a new one.

[JuanJoFitbit]

@Rhyinosnana Welcome to our Fitbit Community! I'm so sorry to hear that your grandson's Ace got lost. I know how frustrating this experience is and I know how you feel about it.

I really appreciate your feedback and comments.

Please visit this page for more information about the warranty policy.

[Rhyinosnana]

After many texts and phone calls Fitbit Customer Service came thru and agreed to replace the tracker.

I feel grateful to them and this does show their Customer Service does care, it just took a while.

I was getting so mad.....First that the tracker came off the wristband and got lost, then when someone found it and contacted Fitbit to put it under their email address so they could set up a account and use it. I had reported it lost so I don't know why they would set up a new account for them. I see when someone changes their password Fitbit lets you know. Why don't they let you know when they change email address/account. I only knew cause of no activity  for 5 days then a lot of activity by someone.  I know the company is not there to police this stuff but it seems like they were helping the wrong person by changing email/account for them. I was also annoyed that some kid at his school would take it home instead of giving it to lost in found or the teacher. These kids are 7 and 8 and a lot of them have Fitbits so they know they are expensive and shouldn't just keep it when they all were told to look out for Ryan's tracker. This also brings up the fact that maybe it is not a good idea for young kids to have expensive things like this in school.

Thanks JuanJo for your help,

Eileen

[Rich_Laue · Accepted solution]

@Rhyinosnana I suggest adding your vote to the suggestion. I also noticed that this suggestion needs to be advertised.

Brick (or deactivate) a lost device

[Rhyinosnana]

Rich_Laue.......Does Fitbit see these suggestions? I just saw all the of them under your brick heading. They need to not just sell the product but try to protect the buyers. Maybe if you don't put in the serial number from the original box you cannot change the account/email. The original owners would have that info, I don't think it is on the tracker. I am not sure of all the ins and outs but I am sure Fitbit could figure out something to protect buyers on their purchase.

Thanks

Eileen

[JuanJoFitbit]

@Rhyinosnana I know how you feel about this. Thank you for sharing your feedback. The more votes the Feature Suggestion that shared @Rich_Laue gets, the more chances it will have to be reviewed by our engineers and developers.

I appreciate your patience and understanding.

[Rich_Laue]

Yes @Rhyinosnana the Fitbit developers do see these suggestions.

The main page has a list of soon to be released features and there is a list of suggestions that have been released.

One thing we have noticed if that some features are released but not everyone is happy, and a request is made to remove a recently released suggestion.

[JuanJoFitbit]

@Rich_Laue Thank you so much for your support and contribution my friend!

[Taga]

Completely understand where you are coming from, same thing happened to my daughters ace 2 and the customer Service were completely useless,  Practically saying sorry but fitbit popping out of the band thats supposed to be in is not their problem,   only had it for less then three months