"Phantom" touches on Ace 2 screen

[Bryan1981]

Countdown timer comes on by itself and the screen flickers between the timer and reset buttons and back and forth without even touching the screen. Timer goes off sets itself etc. Did a full reset with no luck.

It's like the screen is playing up thinking someone is touching it. Took out of case cleaned etc does the same thing. Watch is only 4 weeks old. Any help

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Bryan1981.

I am sorry to hear about the screen issue you're experiencing with your Ace 2. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I recommend trying the following:

1. Confirm the steps to restart the tracker: How do I restart my Fitbit device?

2. Change the clock face:  

• With the tracker nearby, from the Fitbit app dashboard, tap the account icon> Ace 2 tile.
• Tap Clock Faces > All Clocks.
• Browse the available clock faces. Tap a clock face to see a detailed view.
• Tap Select to add the clock face to Ace 2.

Let me know how it goes. 

[Bryan1981]

Hi,

I've restarted the unit before and I've just re done the clock face and
also rw started the unit by holding down the button till it reboots and the
smiling face appears.
Neither of this fixed the problem
How do I go about organising a warranty claim please?

Regards
Bryan

[Bryan1981]

Hi,

I have restarted the watch. I then changed the clock face to the original one that always worked fine and also did another restart of the watch. Neither thing has fixed the issue.

How do I go about a warranty claim please?

Bryan

[LiliyaFitbit]

Thank you for your reply, @Bryan1981.

I am sorry to hear the issue persists, thank you for your efforts. 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.

[Bryan1981]

I got an email from Fitbit support and replied to that. Still have not received a reply from that yet which is very frustrating. This is my daughter's birthday present that is currently out of order and unfair on her. A quick easy transaction should be done from any company.

[LiliyaFitbit]

Thank you for the update, @Bryan1981.

I understand how you are feeling, I apologize for any inconvenience and appreciate your feedback as it helps us to keep improving. Due to recent events affecting our operations, our Support team may need more time to respond. I appreciate your patience and understanding. Please keep an eye on your inbox, someone will contact you soon. 

I'll be around if you have any questions. 

[Bryan1981]

Fitbit has contacted me and we have arranged a replacement unit.

Thankyou

[LiliyaFitbit]

Thank you for your reply, @Bryan1981.

That's great news! I am glad to hear that our Support team took care of your case and you were sent a replacement unit. Thank you for posting the update here.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics. 

Keep on visiting the forums!