Unable to receive help for an Ace 2 broken band

[AlisonHunter29]

I have been in touch with on-line support today 3 times with no real answers to the problem. The warranty page to claim for a new strap does not function. I was then told I could contact FitBit through email but the email service no longer functions. It is clear that the Ace 2 watch has a problem with straps breaking easily. It is very disappointing that no proper service exists to fix these. These are expensive watches. Overall, very poor service and very poor quality of the watch. I would not recommend this watch.

Moderator edit: subject for clarity

[Odyssey13]

Hi @AlisonHunter29  the link for the claim for the band seems to work for the USA, so it might not be for your country? I have phone numbers for you.

Fitbit customer support is doing their best, but right now be prepared for longer wait times. Please be patient. 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

[AlisonHunter29]

IIt's not at all clear on your website that that claim section is only for US customers. Again, I would consider this to be pretty poor service. Your response does not acknowledge the evident problem with the straps. It seems that the company is trying to avoid this problem by passing customers to 'solutions' that don't work. In fact, Amazon has fixed the problem by offering a 30 euros compensation. I suspect if many people have bought watches through Amazon, and have problems with the strap, Amazon, will begin to consider whether it is worthwhile to see these watches.

[Odyssey13]

@AlisonHunter29  I am not an employee of Fitbit, but a forum member, like you. The reason I thought you might not be in the US is I've seen posts from people in other countries who couldn't enter their address properly in the spaces supplied. You'd need to get with Fitbit, with the contact information above, for your answers.

[AlisonHunter29]

Thank you for your advice!!

Moderator Edit: Personal info removed

[Odyssey13]

@AlisonHunter29  Please come back to edit your post. You have your contact information and job listed. You can edit it on the post at the three dot pull down menu - select edit, then click reply to complete the task.

[AlisonHunter29]

There is no option to edit the post through the 3 dots. I replied by email which was obviously wrong...

[LizzyFitbit]

Hi @AlisonHunter29, welcome to the Community. @Odyssey13, thanks for stopping by and helping this user.

@AlisonHunter29, thanks for your efforts while contacting our team and using the warranty claim link. I'm sorry for the experience that you've had with the Ace 2. Please know that your feedback hasn't gone unnoticed as it'll help us to work and improve our products. I've been informed that your case is under review and our team will continue helping you with this matter via email. Due to recent events affecting our operations there might be a delay in their reply, but be sure that your case is on good hands.

By the way, I've gone ahead and edited your previous post so your personal information isn't included there.