Side touch buttons on ACE 3 not working

[BTfam]

Hey there, 

my daughters new Fit Bit Ace 3 will not turn on when we press the side touch buttons. She says it vibrates when a message comes through but the screen will not light up. When it is plugged into the charger it works great! 

I noticed on another answer to a similar question that plugging the fit bit in and restarting could help. In our case it has not. 

she has hardly been able to wear her fit bit due to this issue. Is there any other advice or tricks? Are we able to get a replacement? 

many thanks 

[Odyssey13]

here are the support contacts I've gleaned over the years on the forums.

when there is someone available, chat is an option. Phone or Twitter works well, too.

https://myhelp.fitbit.com/s/support?language=en_US 

Support is limited by the number of representatives available at a given time and the hours of operation. Chat lines are open when they have live help.
USA: call (877) 623-4997
UK: call 0800 069 8505
INDIA: call 000 800 050 1057
IRELAND: call 01 691 7502 (country prefix: +353)
Other contact options:

USA: click

Canada: click for options